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Originally Posted by Hick
Had a new samsung box today, replacing a Pace box for the broadband upgrades. Trouble is after several times ringing up today, and several times being told our premium channels will be on in a couple of hours, we are left without them
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So, how long before this was resolved? Or was it?
Only asking since I had my Pace upgraded to Samsung for the same reason on Friday.
12:15PM, nice and early for the afternoon slot. Good omen? Hahahaha! Foolish me!
5 minute job. Take about an hour, said the nice man. 3PM we called CS (explained details) to be told it was 50% through something. Be done by 4PM. Called again at 7:30PM (got through at 7:55, explained details again) to be told switch off box for 10 mins and the signal would be re-sent. A coincidence surely that the call centre is only open until 8PM?
Saturday morning called again (explained again) to be told by Sarah that some ticket was open and would be closed soon. Saturday afternoon spoke to Dave (explained again) who repeated the same thing. In among these calls we had been transferred from CS to Faults and back again a couple of times but I forget who did what.
Monday evening; called at 5:30PM and spoke to someone (explained again) who said they'd get Anthony to phone us back in 10 minutes. 30 minutes later - no phonecall received naturally - phoned CS again and spoke to Katy (explained again). Katy told us to hold on a minute at which point we were put first on hold and then, without warning, shunted back into the 20-minute queue. Annoying but not too bad until ... wrong queue in wrong area of the country apparently. Explained again anyway. John from Faults replied that there was no fault and we'd have to call CS first but that he couldn't help us and couldn't transfer us. Futile shouting ensued. Called CS (about 6:30PM by this time) and waited on hold until getting through and, yes, explaining again the problem. Wayne kept us on proper hold while he checked things out. I refused the option of a call-back; once bitten and all that rot. Eventually the reply came back that in the 3-stage process of upgrading we were apparently stuck in stage 3 and this had now been reported to the IT department. Estimated time of sorting 24/48 hours.
Summary:
Time without any channels (outside 1-4) on second STB, and, naturally, no broadband whatsoever currently: close to 94 hours (with possible resolution expected (I kill myself with my blind optimism sometimes!) within next 36.)
Number of phonecalls: 7.
Different people spoken to (and explained the problem to): 8.
Estimated time spent on phone: 135 minutes.
Different excuses given: 4.
Guesstimated weight put on through stress eating: 3 kg.
Thank God work has ADSL or I'd currently be engaging in a jolly little shooting spree. On the plus side it's creating lots of material for the next article on my website.