Quote:
Originally Posted by Ignitionnet
Excess formatting removed.
No, ensuring that broadband services work faultlessly isn't profitable which is why the services are not advertised with an SLA. Reasonable steps are taken to ensure they work as close to flawlessly as reasonably possible within the business model to provide them.
To try and give you a faultless service would involve having sufficient staff to monitor the status of every cable modem on the network and then have engineers respond to each and every single user fault, having resilient cable feeds into every home, resilient coaxial and fibre optic lines with battery and generator backed up active components throughout connecting to two different resilient headends with an optical switch to a secondary feed should the primary fail.
Do you really think your subscription comes even close to covering that?
You may wish to try Watchdog instead of the One Show regarding the billing issues, or mail the CEO's office. Before you do just make sure that you are reading the bill appropriately as VM's bills aren't the clearest.
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You are in intelligent person and probably aware of "HP Openview" network management software or similar. It can automate the monitoring of devices on a network and email/page alerts to support when faults exist.
I am sure that the VM network is as resilient as it can be taking into account the financial constraints. But there is no excuse for shoddy coding of the .cm files. No excuse for poor customer support. No excuse for being overcharged.
I started this in an attempt to improve thing, for the benefit of VM as well as the customer only to get negativity, and then to suggest that I can't understand the VM bill is an insult.
VM accounts have reduced my monthly payment for the XL service from £37.00 to £30.00 after I contacted them earlier today. Had I not contacted them I would still be paying £37.00 which is close to the XXL service cost.
No apology for overcharging me. No refund for the period of overcharging.
No idea how long I have been overcharged for because VM won't tell me when they changed the contract pricing.