Now I'm not one to negatively criticise VM but this one takes a biscuit. My neighbour (also a VM customer) asked me for help with her internet connection. So I checked the system out and (lo and behold) no connection to the net. Did all the usual checks, I.e. Winsock and LAN packet Sent/receive transfers, etc. This problem was the same whether the modem was connected to her PC (via ethernet) OR her Laptop (via USB).
So it looked (very much like) the modem may be U/S. Although it was communicating with the PC/laptop (packets sent/received) it was not communicating with the server, so to confirm I connected the modem to my system - exactly the same problems as above. So I connect my modem to her PC - Cookin! all running perfectly - problem solved - looks like her modem's U/S.
To complicate matters further, my neighbour has a call barring (on her phone) for all premium rate (09**) numbers, so we contact 150 and ask to be forwarded to broadband support @ (25p PM) and get (immediately) connected to an Indian support centre - strewth, sigh...!!. Struggled to communicate/understand the support operative. Tried lots of tests - all irrelevant, proved nothing..! Issue (as far as they're concerned) is closed as the (so called) solution was to "re boot the
TV set top box - which (allegedly) would clear the problem " - HOW??
20 minutes time wasted and (no doubt) billed for, plus no replacement modem..??
My neighbour's still got to resolve this problem (however long that may take). In the meantime, the call barring (which she had installed 2003) will have to be removed so that she can call Broadband support (as Customer Support won't now forward calls), then the fun starts all over again..! Unfortunately (due to work commitments) I won't be around to explain the technical issues to the support contact. However (to be proactive) I have sent an E Mail (detailing the problem) to the Technical Support department for action - the answer which (I suspect) will be "phone broadband support" - catch 22!
Now I've read many threads on this forum with regard to the (to put it nicely) in-expertise of the technical support service and (now) I can sympathise with the frustrations of those customers.
Apologies for the length of the thread and the content, but this (I suspect) is not an isolated incident. For (technically competent) people (yes even me
) a problem can "usually" be trouble shooted relatively easily and (most times) a solution applied. Luckily there will be some people who can help others (like me for my neighbour). However, for the many customers that aren't in such a position, this must be stressful and time consuming. No wonder there's so much negativity (displayed on the forum) with regard to support - I've just had to experience it - first hand.
sigh...................!
Si thee
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