Shocking service for months L18 - Page 7

Nanor · 13-03-2010, 16:14

Quote:

Originally Posted by pigmoth

i'm so confuseeeeeeeeeeeeeeeed - this means we should expect 7-10 weeks on top of 12/04, assuming that this date doesnt get put back for something more important............

I too am confused, when I spoke to CS the guy was adamant that the work would be completed by 12th April, i asked him to double check this so he put me on hold, may have sat there twiddling his thumbs but said he'd checked with a manager and this was correct.

However, this comes after newsgroup support had told us that no date had been set for the commencement of the work. I too am confused, i don't think it's too much to ask to have a fault resolved in less than five months

Peter_ · 13-03-2010, 16:44

Quote:

Originally Posted by Nanor

I too am confused, when I spoke to CS the guy was adamant that the work would be completed by 12th April, i asked him to double check this so he put me on hold, may have sat there twiddling his thumbs but said he'd checked with a manager and this was correct.

However, this comes after newsgroup support had told us that no date had been set for the commencement of the work. I too am confused, i don't think it's too much to ask to have a fault resolved in less than five months

The 2 people to take notice of on this thread are III and Digital Fanatic as it is their job to know what is going on not the person on the phone.

pigmoth · 15-03-2010, 12:49

HAHAH I just got told by by phone support that it will be fixed by midnight tonight. Incredible, as if! You're right, they have no idea whats going on!

Digital Fanatic · 15-03-2010, 12:58

Quote:

Originally Posted by pigmoth

HAHAH I just got told by by phone support that it will be fixed by midnight tonight. Incredible, as if! You're right, they have no idea whats going on!

I know.. I wish they'd check before making statements like that.. it only causes the customer to be more annoyed as they call back expecting it to be fixed then.

StuSuds · 15-03-2010, 19:53

Just read the entire thread with dismay... EXACTLY the same problem in Leeds LS16, started in October, service fine during the day, degrading from 2pm and then basically unusable from 5pm onwards until midnight. Upload speed on a weekend and on an evening is around 100kbps but frequently lower. Hardly able to browse websites, upload or game online (World of Warcraft/Xbox Live etc). Been in touch with customer services many times, usual fob off, passed from pillar to post and no one has a clue... we're ready to jump ship.

Nanor · 15-03-2010, 20:41

Quote:

Originally Posted by Digital Fanatic

I know.. I wish they'd check before making statements like that.. it only causes the customer to be more annoyed as they call back expecting it to be fixed then.

That's my issue. I've had different dates from CS, from a callback from CS manager (taken by my wife) and even conflicting dates given by newsgroup support in the space of a week. The various timescales given have been 'within 48 hours' (twice), 'within the week' (three times), mid/late March and now 12th April.

It's the inconsistency that really grates. I know the work has been put back but even after that was noted I've still been given different dates. Either they're not reading the ticket correctly or they're trying to fob me off, do they not realise the anger and frustration this creates? It's bad enough to have to wait five months for a fix but to be given misinformation so many times along the way is really beyond the pale.

I'm starting to question why I'm still with VM. I probably won't jump ship as I like the TV service, never had an issue with the phone and up to this incident never had a problem this bad with the internet. I know the service is great when it works and I know (from speaking to neighbours) that other ISPs in the area have been offering a service that's far from faultless but the timescale involved here truly is ridiculous.

At present I genuinely cannot use the service for practically all the purposes I want. I can't use VPN for work, can't stream video, can't use XBox Live or PSN, have problems downloading from iTunes and most importantly can't video chat with our parents. Both my parents and my wife's live outside the country and they want to see their 18 month old grandson whenever they can but we haven't been able to video chat since he was just over 13 months old!

The only plus side is the time you've taken to try and keep us up to date so thanks again for that.

Digital Fanatic · 16-03-2010, 13:31

Quote:

Originally Posted by Nanor

That's my issue. I've had different dates from CS, from a callback from CS manager (taken by my wife) and even conflicting dates given by newsgroup support in the space of a week. The various timescales given have been 'within 48 hours' (twice), 'within the week' (three times), mid/late March and now 12th April.

It's the inconsistency that really grates. I know the work has been put back but even after that was noted I've still been given different dates. Either they're not reading the ticket correctly or they're trying to fob me off, do they not realise the anger and frustration this creates? It's bad enough to have to wait five months for a fix but to be given misinformation so many times along the way is really beyond the pale.

I'm starting to question why I'm still with VM. I probably won't jump ship as I like the TV service, never had an issue with the phone and up to this incident never had a problem this bad with the internet. I know the service is great when it works and I know (from speaking to neighbours) that other ISPs in the area have been offering a service that's far from faultless but the timescale involved here truly is ridiculous.

At present I genuinely cannot use the service for practically all the purposes I want. I can't use VPN for work, can't stream video, can't use XBox Live or PSN, have problems downloading from iTunes and most importantly can't video chat with our parents. Both my parents and my wife's live outside the country and they want to see their 18 month old grandson whenever they can but we haven't been able to video chat since he was just over 13 months old!

The only plus side is the time you've taken to try and keep us up to date so thanks again for that.

I completely agree with you Nanor.. I'd be feeling the same if it was me.. I'll keep an ey on the ticket, but bump the thread if you need me to check earlier for you

Ignitionnet · 16-03-2010, 14:12

Quote:

Originally Posted by Nanor

I'm starting to question why I'm still with VM. I probably won't jump ship as I like the TV service, never had an issue with the phone and up to this incident never had a problem this bad with the internet. I know the service is great when it works and I know (from speaking to neighbours) that other ISPs in the area have been offering a service that's far from faultless but the timescale involved here truly is ridiculous.

At present I genuinely cannot use the service for practically all the purposes I want. I can't use VPN for work, can't stream video, can't use XBox Live or PSN, have problems downloading from iTunes and most importantly can't video chat with our parents. Both my parents and my wife's live outside the country and they want to see their 18 month old grandson whenever they can but we haven't been able to video chat since he was just over 13 months old!

You've put up with this for 5 months? You have the patience of a Saint I'd have been gone within 5 weeks.

Nanor · 17-03-2010, 11:23

Quote:

Originally Posted by Ignitionnet

You've put up with this for 5 months? You have the patience of a Saint I'd have been gone within 5 weeks.

I wouldn't say that, it's more a combination of laziness and stupidity

pigmoth · 19-03-2010, 11:18

Quote:

Originally Posted by Nanor

I wouldn't say that, it's more a combination of laziness and stupidity

Me too, plus I dont want to pay for a phone line!!!

Digital Fanatic · 05-04-2010, 08:12

******** UPDATE ********

uBR was upgraded on 31/03/10... service should all be ok now

pigmoth · 05-04-2010, 09:12

Hi Digital Fanatic.

Thanks for the update. Internet has been better for about a week now, but that coincided with the Students going home for Easter!! Suppose the proof will be when they all come back next week.

Thanks for keeping an eye on this for us.

David

Chrysalis · 05-04-2010, 09:22

please post back when the students are back, so we see if these UBR upgrades work.

Sephiroth · 05-04-2010, 09:31

Quote:

Originally Posted by Chrysalis

please post back when the students are back, so we see if these UBR upgrades work.

..... until October when the new batch will have signed up to oversubscribe the new capacity!

Digital Fanatic · 05-04-2010, 09:44

Quote:

Originally Posted by pigmoth

Hi Digital Fanatic.

Thanks for the update. Internet has been better for about a week now, but that coincided with the Students going home for Easter!! Suppose the proof will be when they all come back next week.

Thanks for keeping an eye on this for us.

David

No problem, glad it's sorted now... there should be plenty of capacity on this uBR now. Although there are students in L15 & L18, these areas have been generally very good in regards to capacity until this issue arose back in October/November.

I have friends who are on this uBR and they have been on Telewest/VM for years without any issues until this one.

Let me know how you get on