leeapp
10-10-2007, 16:05
Hi,
I just found this forum today, and wish I had done so earlier this week.
A cable broadband customer in the Bradford BD2 area, I've just had my service restored after being without service for the past FOUR days (Sunday lunchtime). I work remotely, so no broadband was not a good thing.
Does anyone here have any idea what the service issues were? The only details I could ascertain was that is was a UBR issue and that I was on UBR13. But that response from Tech Support was guarded at best. I called them numerous times and had no satisfaction. It was really like pulling teeth to get any details from anyone. They insisted that there were no outage or issues even though the service status phone line stated the service issues for the BD2 area, and one tech support fellow got pretty hot around the collar when I kept telling him that all I wanted was to find out if there was any ballpark idea as to when service would be restored. His words were "Well, I'm losing my patience with you..." Nice.
Can anyone here explain more about the outage or an outage of this type? Also, aside from calling the Customer Service people (who are always brilliant!), is there someway I can file a formal complaint regarding Tech Support? I realise that they have certain protocols to follow when a customer phones who has no broadband connection, but they simply wouldn't get their heads past the usual powering down the PC and unplugging the cable modem and rebooting. At least I was able to access the 192.168.100.1 screens to check on my modem, but all in all, that was it, and the support through four days of no connection were frustrating to say the very least.
The kicker is that I was a Telewest customer and we never experienced severe outages as this, and if there were any problems, Tech Support were always brilliant! We seem to have more problems since the Virgin acquisition in terms of slow download times, connections cutting out, etc.
I welcome any thoughts and want to say thanks in advance!
Cheers!
Lee
I just found this forum today, and wish I had done so earlier this week.
A cable broadband customer in the Bradford BD2 area, I've just had my service restored after being without service for the past FOUR days (Sunday lunchtime). I work remotely, so no broadband was not a good thing.
Does anyone here have any idea what the service issues were? The only details I could ascertain was that is was a UBR issue and that I was on UBR13. But that response from Tech Support was guarded at best. I called them numerous times and had no satisfaction. It was really like pulling teeth to get any details from anyone. They insisted that there were no outage or issues even though the service status phone line stated the service issues for the BD2 area, and one tech support fellow got pretty hot around the collar when I kept telling him that all I wanted was to find out if there was any ballpark idea as to when service would be restored. His words were "Well, I'm losing my patience with you..." Nice.
Can anyone here explain more about the outage or an outage of this type? Also, aside from calling the Customer Service people (who are always brilliant!), is there someway I can file a formal complaint regarding Tech Support? I realise that they have certain protocols to follow when a customer phones who has no broadband connection, but they simply wouldn't get their heads past the usual powering down the PC and unplugging the cable modem and rebooting. At least I was able to access the 192.168.100.1 screens to check on my modem, but all in all, that was it, and the support through four days of no connection were frustrating to say the very least.
The kicker is that I was a Telewest customer and we never experienced severe outages as this, and if there were any problems, Tech Support were always brilliant! We seem to have more problems since the Virgin acquisition in terms of slow download times, connections cutting out, etc.
I welcome any thoughts and want to say thanks in advance!
Cheers!
Lee