Superhub Business cable Modem outage

PAYNEARDO · 18-09-2012, 09:16

HI, I am aware of a few sites down in the dn3 area due to authentication issues and wondered if anybody else has these as is it just the 5 or 6 sites I am aware of. Been like it for 24 hours now....

PAYNEARDO · 18-09-2012, 15:30

and now coming up for 2 days !!! massive headache for me

MovedGoalPosts · 18-09-2012, 16:18

If business, you have a SLA and should be chasing VM business for the resolution.

PAYNEARDO · 18-09-2012, 22:43

Quote:

Originally Posted by Rob

If business, you have a SLA and should be chasing VM business for the resolution.

I did ask business fault line about the 24 hours SLA when trying to get an ETA out of them and I have to phone customer service. Feeling like I have been banging my head against a brick wall as they don't like to keep us updated. It is now going into day 3 & still cant give me any idea of an ETA .....

Kymmy · 19-09-2012, 09:14

Quote:

Originally Posted by Rob

If business, you have a SLA and should be chasing VM business for the resolution.

When I was with VMB the SLA was phone only and the cable modem had the same week long SLA as residential?? Hopefully that's changed now?

ccarmock · 21-09-2012, 22:40

The business cable modem service also has a 24 hour SLA now

Nopanic · 23-09-2012, 13:34

It doesn't help you, but when a business account has an issue everyone goes crazy to get it fixed ASAP.

Someone won't have slept for 3 days.

horseman · 23-09-2012, 20:11

Quote:

Originally Posted by Nopanic

â€¦.
Someone won't have slept for 3 days.

Let's hope it's only the Area Ops manager - as he/she's the only one to get paid enough for insomnia!

Nopanic · 23-09-2012, 22:09

Quote:

Originally Posted by horseman

Let's hope it's only the Area Ops manager - as he/she's the only one to get paid enough for insomnia!

Be someone on call, I've not been in work so no idea what the issue is.

Sounds bad though to take business customers offline this long ..

ccarmock · 24-09-2012, 01:18

On the whole Business service faults are handled really well. Even last time resegmentation was needed I had it doen within 10 days. to restore someting like reasonable service.

Hoever recently it's been very bad evenings & weekends - sometimes getting around 0.5 to 1 Mb/s on a 50 Mb/s business service.

The problem was logged early August and coudl take till November to fix (worst case I'm told) as building work is needed at New Malden to house more equipment.

Jumping · 24-09-2012, 17:58

Quote:

Originally Posted by ccarmock

The problem was logged early August and coudl take till November to fix (worst case I'm told) as building work is needed at New Malden to house more equipment.

Hmm so they have confirmed they have oversold the business capacity...that isn't very professional, can't believe they would be able to get away saying that.

I hope you have demanded a reduction in the bills as you are not getting the service you are paying for.

qasdfdsaq · 24-09-2012, 18:29

Business capacity is the same as residential capacity.

Nopanic · 24-09-2012, 19:03

Quote:

Originally Posted by qasdfdsaq

Business capacity is the same as residential capacity.

Er.. I wouldn't say that ..

craigj2k12 · 24-09-2012, 19:12

Quote:

Originally Posted by Nopanic

Er.. I wouldn't say that ..

I wasnt aware business accounts ran on a separate network

M0t0 · 24-09-2012, 19:45

Business cable modems run on the same network out in the street, but on the data side of things when it gets back to the main hub site ect then the modems have different capacity and seperate core routers.