"initially told there is contention problems in the area which won’t be resolved until December (funny they don't tell you that when advertising/selling VIVID 200 upgrades)"
"told about contention problems AGAIN … which won’t be resolved until December"
"work order number apparently raised for the downstream channel balancing issue 11903993."
- Here's hoping for a fast and permanent fix, though reading this forum you'll quickly pick up that you'd be in the minority for that to be actioned any time soon. I also hope there's not an over subscription (contention) issue underneath!
in total I have now spent 5 hours on the phone to VM this week trying to sort out.
Once you can get past the rude 1st line support staff they staff seem to recognise that I do have a problem other than contention - after all 1mbps is not even close to the 200mbps I am paying for.
However, last night I lost the plot with idiot on 1st line support and asked to be put through to customer terminations as they seem to expect me to accept that I will only get 1mbps until December.
Customer retentions guy (wont name names) was superb ... and tried to speak to other technical teams within VM on behalf ... however he was confronted by the same **bleep** party VM line that I had encountered and that basically I would only get 1mbps until December.
At that point even he suggest that I should do what he shouldn't suggest !
He has suggested that there is one last ditched attempt to sort out and that is to upgrade my TIVO to V6 and send a new hub .... and tick the box that requires an engineer to visit.
... if it is the same after the engineer's visit and he give me the same **bleep** party line ... VM will be getting a termination notice
A sudden drop from 140 mbps D/L (12 mpbs U/L) to 1 mbps D/L (12 mbps U/L) ... is not contention it's a fault ... but if you won't recognise that I'll go to BT.
The date that you were given in December is only a review date, not a fix date. It took VM 2 years and 5 months to fix my contention fault. Have a look around this forum and you will find that these types of faults go on for years.
The original problem (which VM did never recognised as a problem) resolved itself last Sunday overnight.
The original problem (I was getting a DL speed of around of between 1 and 3 Mbps but full upload speed of 12 Mbps, even at off peak times) is not due to contention despite that being the only response 1st line support are capable of giving - how could it drop from around 160 mbps to 1mbps only to return to the original speeds due to contention. 1st line support refused to acknowledge any issue due to the fact that a flag against my postcode signalled contention.
My router is now offline due to a VM engineer; an engineer visited to install a Superhub 3.0 (& TIVO 6) and left before it activated stating it will be active within 1 hour. 6 hours later and various calls to customer support it now seems there is a problem as the hub won't activate.
New engineer visit booked for Wednesday next week.
In summary, 1 week of unusable internet (and bloody boiling customer service) and now another 5 days with no service due to an engineer leaving a previous functioning location with no service.
I accept faults occur and need to rectified, that's not the problem ... the problem is the blind ignorance from 1st line support that 1 mpbs was an acceptable level of service.
I rely on internet connectivity to perform by day-to-day role and I have a significant loss of earnings due to this. I cannot afford not to be without internet connectivity.