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Registered: ‎16-07-2017
Message 1 of 42 (1,052 Views)

This company is failing to provide a continuous service!

As the title says! Also, they refuse to replace our years old modem!
We are paying you for this!

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Message 38 of 42 (230 Views)
Helpful Answer
confirmed by ih8Viiiiiirgiin
‎29-07-2017 20:42

Re: This company is failing to provide a continuous service!

[ Edited ]

griffin wrote:

.....Just because something is new doesn't mean it is better, the SH2 will outperform the Hub 3 in many areas, but if you want higher latency and less features go for the Hub 3 


A cursory review seems to indicate that the OP has a e.o.l SH1(VMDG480) which is struggling on both Arris and Cisco servers and thus it's possible that there are other Network/segment issues which may explain why (brain dead offshore?) Level1 are allegedly refusing to replace the original SHub(or send a tech). 

However given the OP's understandable frustration and unfortunate consequent "attitude" then escalating to UK Retentions/Level2 may not have solicited the obvious replacement to SH2AC(VMDG490) or even SH2(VMDG485 - subject to inventory availability) if OP is on a lower V100(or less) Tier?.

Even a minimal SH2/3 replacement for an eol SH1 is still probably more cost effective (assuming OP's anger management allows minimal diagnostic Factory default reboot and confirmation of firmware level?  Smiley Tongue )?   

 

 

Regards Tony
"Life is a Binary Inspired Turing Computed Hologram"(don't PM or @Mention me - in case ignoring you offends)

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Message 2 of 42 (1,049 Views)

Re: This company is failing to provide a continuous service!

is the modem working? if so they will not replace it if it supports the service you have. if they replaced everyones eqiptment when something new came out it would cost £100's of millions
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Message 3 of 42 (1,040 Views)

Re: This company is failing to provide a continuous service!

Yes it is working, but it is outdated!
They haven't the need to replace every modem every month! But every couple of years they should do so!
Also, they are failing to provide a payed service, which is bad in itself.....

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Message 4 of 42 (1,037 Views)

Re: This company is failing to provide a continuous service!

5 million customers even if the hardware cost £10 thats £50,000,000
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Message 5 of 42 (1,036 Views)

Re: This company is failing to provide a continuous service!

The hardwares weren't bought at the same time, which means you can set up a rotation! The total cost may be high, but the actual one is quite low.

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Message 6 of 42 (1,034 Views)

Re: This company is failing to provide a continuous service!

if they replace everything every 5 years its still a total of 10 million /year.
and we all know the cost of the hardware isn't really £10. the SH might cost them £40 and the tivo £100 at a minimum
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Message 7 of 42 (1,033 Views)

Re: This company is failing to provide a continuous service!

Okay, that still does not resolve the issue at hand, which is: the fail to provide a continuous service!




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Message 8 of 42 (1,028 Views)

Re: This company is failing to provide a continuous service!

what issue? you said in your 2nd reply everything was working? what problem are you having?
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Message 9 of 42 (1,026 Views)

Re: This company is failing to provide a continuous service!

[ Edited ]

There is no continuous service, it is disconnecting every other day for hours!
And that is no way to run a service! Imagine, if you called 999, and the phone company would say: "Sorry, we can't connect!"

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Message 10 of 42 (1,017 Views)

Re: This company is failing to provide a continuous service!

Also, we have signed a contract, which states they are trying their best to provide the service without interruptions. I do not see that effort!
As they fail this quite regularly! Therefore: they are pretty much failing to hold up their end of our contract. That is a violation of it.