Forum Discussion

capant's avatar
capant
Joining in
22 days ago

Longstanding TV360 and Broadband Problems

Hi!

I gave up posting to the community as nothing was resolving my problems but I'm at the end of my tether now.

To review:- Since the end of September 2024 (yes 2024!)  I am still getting brief flashes of the CS2004 error message, pixelation and sound dropouts up to 5/6 times in an hour! Also, random Broadband/Internet dropouts crashing streaming, PC connectivity etc.etc. 

I've had 10 Engineer visits, 3 Routers, 2 new 360 Boxes, new internal cabling and connectors etc. and one entirely new external cable! Nothing left to replace!

Been told several times that the issue is with the cabinet, but no-one seems interested in doing anything about it. Issue affecting at least 4 of my neighbours too!

Each engineer that turns up is completely in the dark about the history of the problem and tinkers around with it all. The latest thing is to add or remove attenuators and/or equalisers .... usually undoing what the previous engineer did! Don't get me wrong these lads are good, polite and helpful but...... it's not getting fixed.

I am totally at a loss as to what to do. Watching TV is becoming a joke, streaming is subject to dropouts and buffering even with 1Gig connection.

I've been a customer since the Telewest days some 30 odd years ago and never had issues like this before.

Can't somebody sort this out or at the very least let me know what's going on as my Emails seem to be being ignored.

Excuse me I have to go and try and arrange engineer no 11.

Capant

360tv
TV
Tv360

11 Replies

  • CliveA's avatar
    CliveA
    Joining in
    21 days ago

    I think that you have reasonable cause to request cancelation of your contract at no cost to you, and go to another provider. Disappointing I know but would you accept such a low performance level for your car. 

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    19 days ago

    Hey capant, thank you for reaching out and we are so sorry to hear about your connection issues.

    We've taken a look and currently everything is looking okay right now, how has it been Tuesday?

    Still happening or okay now?

    • capant's avatar
      capant
      Joining in
      12 days ago

      Hi Matthew,

      Thanks for responding. Absolutely no change whatsoever. They know what needs doing but I guess they don't want to do it. Too expensive, most likely. I've been told several times that the cabinet to the pits needs re-cabling (or at least the cabinet needs examining for faults). I've even had a "firm" promise and an appointment made for them to do it, but they never even showed up! 

      There appears to be a ticket again for our street PR4 2TR but as usual the date keeps being put back and no fix appears. (Last time a couple of weeks ago they said it was fixed but surprise surprise ...it wasn't). I don't even know whether it's my problem (and others on this stretch) that they are dealing with specifically.

      I'm considering kicking you guys into touch and going with Sky, but after 30 years I'm kinda loathe to do that .....for now.

      Don't suppose you can do anything about all this?

      Thanks for reading this.

      Capant

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        10 days ago

        Do you have the ticket reference you have been provided so we can take a look into this?

  • capant's avatar
    capant
    Joining in
    3 days ago

    I've posted a reply twice here now and they keep disappearing. What is going on?

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      13 hours ago

      Hi capant,

      We can see your responses here. We advised on Friday that the estimated fix time for the issue was showing as 2/12/25.

      We have checked this again just now for you, and this is now showing as 03/12/25 at 3pm. 

      We apologise for any inconvenience caused whilst our engineers work to resolve this.