Cable Forum - View Single Post - Broadband Down

bernardharte · 06-04-2009, 12:45

My (50Mb) Broadband failed last Friday at 6pm. When I phoned support, there was a message saying that the issue was affecting my area with an expected fix of 10pm. It did not come back.

I'll cut a very long story short, but every time I called - once in the morning an once in the evening - over the weekend, I was given a different reason for the outage (even including Remedy IDs that could not be found by the next CSR).

Eventually, the service was restored this morning around 11am whilst I was - coincidentally - talking with the customer retention people.

I have a few questions:

a. During one of the calls I was told that my local cabinet has had a "high txload" since "last year" Could this - which I understand to be a router problem - be why I don't get good speeds on my 50 gig service?

b. Although I was told that VM engineers were actively working on the issue over the weekend, the timing suggests otherwise. Would I be right in thinking that it's cheaper to pay compensation that it is to call-out on-call engineers?

c. Talking of compensation; how much would you expect VM to credit for an outage of getting-on for 70 hours?

06-04-2009, 12:45	#1
bernardharte Inactive Join Date: Feb 2008 Posts: 2	Broadband Down - Many Different Reasons My (50Mb) Broadband failed last Friday at 6pm. When I phoned support, there was a message saying that the issue was affecting my area with an expected fix of 10pm. It did not come back. I'll cut a very long story short, but every time I called - once in the morning an once in the evening - over the weekend, I was given a different reason for the outage (even including Remedy IDs that could not be found by the next CSR). Eventually, the service was restored this morning around 11am whilst I was - coincidentally - talking with the customer retention people. I have a few questions: a. During one of the calls I was told that my local cabinet has had a "high txload" since "last year" Could this - which I understand to be a router problem - be why I don't get good speeds on my 50 gig service? b. Although I was told that VM engineers were actively working on the issue over the weekend, the timing suggests otherwise. Would I be right in thinking that it's cheaper to pay compensation that it is to call-out on-call engineers? c. Talking of compensation; how much would you expect VM to credit for an outage of getting-on for 70 hours?