Cable Forum - View Single Post - VM Business Weekend support (SLA details) for business customers

crowarth · 23-02-2019, 17:54

Hi

Can anyone clarify the level of support / specific details of the SLA provided to business customers? For reference, I have the 24 hour SLA as I decided not to go for the 12 hour option, on the Voom Fibre option #3 (I think that's how it's labelled)

I reported a fault to them yesterday evening (download sits at around 10mbit, upload at the correct level of 20mbit - all kit restarted, computer cabled directly into the Hitron unit with no other kit connected) I told them that I would be here from 4PM and this was not an issue to them; the engineer would contact me to let me know they were on their way.

Today I got back with time to spare and called them to ensure the engineer was still attending. First person I spoke to told me that my SLA is based on MY business operating hours, and additionally that their on call engineer does not deal with cable modem faults after 4PM. I asked why I was not told this when I logged the fault, and no satisfactory answer could be provided. I was instead told that I would have to call back Monday to arrange an engineer visit. At that point it would be well over 24 hours on the SLA.

So I asked to speak to someone in second or third line support repeatedly. I say repeatedly, because the lady ignored this and carried on telling me it requires an engineer visit. I acknowledged that but still requested to speak to someone in second or third line. What I'm really angling for there is to speak to someone in a UK team who from experience has a lot more access and could probably give me a more in-depth answer, but rather than come out and ask that literally, I tried to be a bit more discreet - which clearly didn't work.

Instead the lady decided it would be good to laugh at me over the phone repeatedly when I requested to speak to someone more senior, and said that because I was not technical I wouldn't understand the details of the fault. So, I ask to speak to her manager which ceased the laughter, and after a 2 minute hold, I get the 'manager' who then proceeds to tell me my SLA starts from when the issue is assigned to their engineer, but the weekend on-call engineer doesn't attend cable modem faults after 4PM.

So at this point, you can see my confusion over the SLA. 2 different people in the same time have told me varying things about the SLA. I'm also sure I had better support on a residential service versus this business contract, or at the very least, they were crystal clear on their support over the weekend. I'm also a little shocked over the service; I can't see why a businesses own business hours should dictate SLA's when any business run over a business-grade internet service is typically 24/7.

I guess in hindsight I shouldn't be so shocked at the customer service, lol. The service itself has always been spot on and this is probably the first time it has gone wrong, even with all the bad stuff I've read about the business connections with the multiple static IP option. I've never had a speed issue or availability issue until now. But from personal experience the customer service has more often than not been a bit of a let down.

Is there a way to check the config on the Hitron units? The older residential units used to list basic details about the config; downstream speed in bytes, upstream, few other bits. The Hitron doesn't tell you much.

23-02-2019, 17:54	#1
crowarth Inactive Join Date: Oct 2018 Services: Voom Fibre Option 3, 13 static IP addresses Posts: 22	Weekend support (SLA details) for business customers Hi Can anyone clarify the level of support / specific details of the SLA provided to business customers? For reference, I have the 24 hour SLA as I decided not to go for the 12 hour option, on the Voom Fibre option #3 (I think that's how it's labelled) I reported a fault to them yesterday evening (download sits at around 10mbit, upload at the correct level of 20mbit - all kit restarted, computer cabled directly into the Hitron unit with no other kit connected) I told them that I would be here from 4PM and this was not an issue to them; the engineer would contact me to let me know they were on their way. Today I got back with time to spare and called them to ensure the engineer was still attending. First person I spoke to told me that my SLA is based on MY business operating hours, and additionally that their on call engineer does not deal with cable modem faults after 4PM. I asked why I was not told this when I logged the fault, and no satisfactory answer could be provided. I was instead told that I would have to call back Monday to arrange an engineer visit. At that point it would be well over 24 hours on the SLA. So I asked to speak to someone in second or third line support repeatedly. I say repeatedly, because the lady ignored this and carried on telling me it requires an engineer visit. I acknowledged that but still requested to speak to someone in second or third line. What I'm really angling for there is to speak to someone in a UK team who from experience has a lot more access and could probably give me a more in-depth answer, but rather than come out and ask that literally, I tried to be a bit more discreet - which clearly didn't work. Instead the lady decided it would be good to laugh at me over the phone repeatedly when I requested to speak to someone more senior, and said that because I was not technical I wouldn't understand the details of the fault. So, I ask to speak to her manager which ceased the laughter, and after a 2 minute hold, I get the 'manager' who then proceeds to tell me my SLA starts from when the issue is assigned to their engineer, but the weekend on-call engineer doesn't attend cable modem faults after 4PM. So at this point, you can see my confusion over the SLA. 2 different people in the same time have told me varying things about the SLA. I'm also sure I had better support on a residential service versus this business contract, or at the very least, they were crystal clear on their support over the weekend. I'm also a little shocked over the service; I can't see why a businesses own business hours should dictate SLA's when any business run over a business-grade internet service is typically 24/7. I guess in hindsight I shouldn't be so shocked at the customer service, lol. The service itself has always been spot on and this is probably the first time it has gone wrong, even with all the bad stuff I've read about the business connections with the multiple static IP option. I've never had a speed issue or availability issue until now. But from personal experience the customer service has more often than not been a bit of a let down. Is there a way to check the config on the Hitron units? The older residential units used to list basic details about the config; downstream speed in bytes, upstream, few other bits. The Hitron doesn't tell you much.