Broadband Down - Many Different Reasons

[bernardharte]

My (50Mb) Broadband failed last Friday at 6pm. When I phoned support, there was a message saying that the issue was affecting my area with an expected fix of 10pm. It did not come back.

I'll cut a very long story short, but every time I called - once in the morning an once in the evening - over the weekend, I was given a different reason for the outage (even including Remedy IDs that could not be found by the next CSR).

Eventually, the service was restored this morning around 11am whilst I was - coincidentally - talking with the customer retention people.

I have a few questions:

a. During one of the calls I was told that my local cabinet has had a "high txload" since "last year" Could this - which I understand to be a router problem - be why I don't get good speeds on my 50 gig service?

b. Although I was told that VM engineers were actively working on the issue over the weekend, the timing suggests otherwise. Would I be right in thinking that it's cheaper to pay compensation that it is to call-out on-call engineers?

c. Talking of compensation; how much would you expect VM to credit for an outage of getting-on for 70 hours?

[Peter_]

They normally credit you for every 24 hour period so if paying £35 per month then divide by 30 to arrive at a figure.

[moaningmags]

Originally Posted by bernardharte

My (50Mb) Broadband failed last Friday at 6pm. When I phoned support, there was a message saying that the issue was affecting my area with an expected fix of 10pm. It did not come back.

I have a few questions:

a. During one of the calls I was told that my local cabinet has had a "high txload" since "last year" Could this - which I understand to be a router problem - be why I don't get good speeds on my 50 gig service?

b. Although I was told that VM engineers were actively working on the issue over the weekend, the timing suggests otherwise. Would I be right in thinking that it's cheaper to pay compensation that it is to call-out on-call engineers?

c. Talking of compensation; how much would you expect VM to credit for an outage of getting-on for 70 hours?

A. High TX load should no longer be an issue, you've been moved onto a new ubr capable of 50Mb with not very many customers.

B. For a total loss of service, yes engineers are dispatched during the night and at weekends.

C. As Moldova says credit for loss or service is done on a 24 hour basis, so take your monthly charge, divide it 30 then multiply it by 3 to cover your 3 days with no service.

[Stabhappy]

It could very well be high utilisation of the upload channel, though.

[Peter_]

Originally Posted by Stabhappy

It could very well be high utilisation of the upload channel, though.

More likely an SNR issue as the are to few 50Mb modems on most uBRs at present.