Yesterday morning around 9am, broadband stopped working. Called up and was told there is a problem in the area and service will be back up in a few hours. I mentioned the Service Status page, didn't show any faults in the area, the lady assured me the page would be updated soon and should be fixed in the afternoon.
At 4pm i rang up again to get an update, i was told the Service Status page doesn't get updated until the fault has been found, but there is a fault in the area. My neighbours connection seemed fine, which is why I didn't believe the nonsense i was being fed, so i asked to file a formal complaint. Staff still assured me it is a fault in the area and it will be fixed in a few hours.
At 9pm i called up again. This time to be told by a support staff, that there is no fault in the area, otherwise the Service Status page would have shown it. Which means the previous two people i spoke to were indeed feeding me nonsense. Furthermore, an engineer needs to visit my property and is not available until Sat, which means 4 days loss of service.
What the hell? What's with the nonsense information? I have resorted to posting this rant on this forum rather than speaking to another incompetent staff member.
Sorry to hear about your loss of service, I completely appreciate it's frustrating and inconvenient. I've just checked your account and I can see an engineer is visiting you tomorrow. Would you please drop us an update after the appointment.
Have a great weekend,
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Update - Re-pull was done last friday and another engineer visited today and connected the new line. Compensation offered for the loss of service, which is great. But I'm not looking forward to my mobile bill this month, exceeded data allowance by 10gb.
The most frustrating part was being fed false information by customer service/tech support. The whole story about engineers working in the area... need to wait 6/12 hrs for fix... service status page not getting updated until fix is diagnosed... was just lies! Two weeks for a repull just seems ridiculous.