I fully appreciate the position you are with the lack of internet connection and your request for account rebates. However, as the forum team are unable to process any account or financial changes due to Data Protection, I'm unable to do so. I apologise for this inconvenience. If you give our Customer Services team a call, they will be able to arrange these on our behalf.
I had an engineer booked to come to my property today between 4-7pm today and he never showed. This is getting beyond a joke now, I get faster internet on my phone than I get from your super fast fibre optic broadband, not really on is it. I was left with out broadband for 12 hours on Tuesday and then spent 20 minutes speaking to a guy reading a script in an offshore call centre as I tried to explain to him that I had no service on both tv and broadband and that my super hub said network access denied and he was telling me to turn my MacBook on and off.
I read this post as I am in the CR0 area. I've been having issues lately, but not nearly as bad as yourself. This would indicate something even more localised. When the engineer comes round, ensure you have all his details as well. If it's a contractor then it's even more important.
On another note, I have to admit I am appalled at the level of support you have received. I have been complaining about the phone support AND length of time it takes to get a response on this forum, but what you're experiencing is terrible. I cannot understand how companies can justify this level of service at all.
I would expect at least a few month's rebate on top of some compensation for the lack of service. They may be a forum team here, but surely they have enough information to make a recommendation to customer services that your case be given some priority.
I'm very sorry to hear about the problems you have encountered regarding your broadband and tv service. On checking your account I can see that your engineer visit was cancelled due to a local outage being reported in the area at the time, apologies if you were not informed about this.
I can see that your broadband is online currently, can you confirm if you are still experiencing problems?
Could you please repost the internal diagnostics from the hub, please include the firmware version.
Below are my internal diagnostics, i would like an engineer to be sent to my property, and for him to actually turn up unlike the last time you arranged one. If a fix has not been found by the end of this month i will be terminating my contract with yourselves, which i am well with in my rights to do as you are not upholding your end of the contract and providing a useable service.
InformationStandard Specification Compliant EU DOCSIS 3.0 Hardware Version 2.00 Software Version V5.5.2R26 MAC Address **:**:**:**:**:** Serial Number 2HA20CUJ110EE CM Certificate Installed
StatusSystem Up Time 0 days 05h:30m:05s Network Access Allowed Device IP Address 184.108.40.206
Startup ProcedureProcedureStatusCommentAcquire Downstream Channel 299000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK Security Enabled BPI+
I'm sorry that you have been experiencing issues with your connection.
I can see that you are currently being affected by an open high utilisation fault. This has been raised under reference F001865507 and is scheduled to be repaired on the 4th of July, 2012. This is an estimated fix time and is subject to change.
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Welcome to the non-exclusive club of VM customers unfortunate to be connected to VM's network in the CR0 and SM6 areas. Pathping after pathping shows the Croydon cores throwing away data packets like confetti which is all part of the oversubscribed and sub-standard VM network round here.
As for the 4 July estimated fix date, all I would say is the open high utilisation fault for my area (also now scheduled for 4 July fix) has been ongoing since October 2011 (they closed one and re-opened another a week or so later) and every month it gets pushed back another. So, rest assured that the 4 July date is most definately an estimate and almost certainly subject to change.
The forum guys on here as with phone tech support do their best and can only go on what the system says but ultimately, these fix dates are really just unrealistic nonsense dates. During the last call I had with tech support, they essentially admitted that for some of the serious utilisation cases, any local work (e.g. added cables, replacement cabinet etc) is simply being postponed until they get around to doing server upgrades to cope with the speed increase roll outs.
My bet, come the 4 July, you'll then be told a fictional date in August (again, I would point out that it isn't the actual support guys making it up, it's the VM 'system'), come August you'll get a date in September etc etc.
Thanks for the reply, unfortunately sorry just isn't good enough this time, I have already been given four separate dates for a fix over the past year all of which have been pushe back. Could you please supply me with the number to the uk cancellations office?