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Old 08-04-2014, 09:55   #19
ianch99
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Re: Best way to escalate a utilisation fault?

I thought I would update this thread with a status update: I emailed the CEO office with the fault details and after a couple of days, I received a call from a very helpful person in the Complaints Team. I went through the problem with her esp. the part about the auto-fix dates being divorced from reality. She said that my original fault (opened in Jul 2012) was in fact still open and she would phone the headend manager in Southampton to find out what is actually going on. Today, she responded with this update from the Network manager responsible for the work:
Quote:
We have now completed the Cat C work at Southampton which should provide some relief in the areas we have split and we are doing everything possible to complete the current edge design.
Unfortunately the H2 2013 BAU resegmentation design has been delayed due to the Headend at Southampton requiring a complete overbuild and difficulty in obtaining the equipment required
They give an estimate of June for completion of all the works relating to this fault. No idea what the "H2 2013 BAU resegmentation design" is but at least I have a realistic end date plus someone I can contact if this does not play out as indicated. They also gave me 50% broadband reduction for six months to save me having to ring in each month.

I know that our area should not be having this problem in the first place but I have to give credit to VM for the customer service response in this case.
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