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Elm's avatar
Elm
On our wavelength
3 months ago

Install Account Issue; how to get help?

I posted because I moved house last week, and was having activation issues.  Switch-on with a Quickstart kit was booked for Friday 24th.  No internet; the Hub synced ok but showed 'access denied' against internet, as if I hadn't been activated.  

Spent ages on the phone to CS, who sent signals, asked for MAC addresses, and kept telling me to wait 24 hours and try again with no luck.  Eventually on Tuesday 28th they booked an engineer visit.

Engineer has just been here for 2 hours; there's no problem with the install, and no problem with the hub.  It's an account issue.  They've raised a ticket, and told me to try the hub again in a couple of hours.

Tried the hub again and now I get a constant flashing blue light; the status keeps flipping between 'requesting CM IP address' and 'DS scanning,' and won't go any further.

Seems like I've gone backwards.  I work from home, and have had a week with no connectivity at all, and now they're telling me it could be 5 working days before the apparently 'urgent' ticket is dealt with...!

Is there any way at this stage to just have the remainder of my contract cancelled and move to another provider?  Or a way to speak to someone in customer services who can actually look at my account and deal with the issue, instead of just reading a script from thousands of miles away?

1 Reply

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  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    3 months ago

    Hello Elm,

     

    We're sorry to hear of the account issues experienced with your connection, equipment and the experience of getting this resolved. We can see you're in a Private Message conversation with one of my colleagues, we can also see you have raised this across multiple threads.

     

    Although we understand the frustration and urgency with which you want this resolving, raising the same issue across multiple threads doesn't get the issue investigated any quicker and if anything can slow this down and convolute the issue. We will close this thread and the others you have opened but the Private Message will still be available so please feel free to reply there for further assistance.