My internet dont work

[giuseppetonelli]

• My internet not working SE23 2NG london

 

SE23 2NG 

[jbrennand]

Have you checked first for “known network faults”

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[John_GS]

Hi giuseppetonelli

Thanks for posting and welcome to the community. 

I am sorry to hear of the internet issues. I've ran a system check today and you are affected by an SNR (signal to noise ratio) issue. The fault reference is F009134752. The estimated fix date for this is the 11th January at 3pm. Please monitor the connection for me after this period and let us know of any issues.

Best,

[giuseppetonelli]

you are a company that sucks you could have warned me earlier organized differently and I have to use my phone card data and spend more because you are not efficient? if you were a serious company you would not make us pay this bill this month but no want you want money and that's it. so I stop paying bills and look for another network. you do not deserve my money and do nothing and since the beginning of the year I have problems and you doing nothing. I greet you forever and will post about my groups against you

[gary_dexter]

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@giuseppetonelli wrote:

you are a company that sucks you could have warned me earlier organized differently and I have to use my phone card data and spend more because you are not efficient? if you were a serious company you would not make us pay this bill this month but no want you want money and that's it. so I stop paying bills and look for another network. you do not deserve my money and do nothing and since the beginning of the year I have problems and you doing nothing. I greet you forever and will post about my groups against you

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How can they earn about an unplanned outage?

You're on a residential contract that has no SLA’s or KPI’s for faults and their associated repairs.

Check your contract. 

[Tom_W1]

Hi @giuseppetonelli, thanks for your reply and I can appreciate your frustrations.

I've had a check on your account again due to your recent post, and it looks like the estimated fix time of the SNR (signal to noise ratio) has been extended to January 17th at 15:15, so sincere apologies for this.

You've previously been subscribed to updates though by John, so as soon as the problem is fixed you'll receive a text message confirmation.

I do hope this helps.

Regards

[giuseppetonelli]

Please I want a refund for the days I have been without Internet.
Thank you.

[Paul_DN]

Hi giuseppetonelli,

Thank you for reaching back out, we apologise for the inconvenience the SNR issue is causing, the fix date is still 17/01/21, as this is an intermittent issue it isn't covered by our Auto Compensation Scheme?, if you wish to raise an official complaint, this can be done via our Complaints Code of Practice?

Regards

Paul.

[giuseppetonelli]

Hi Paul u told me 17/11 finish problems about networking but same today Internet  not working and now?

[Zach_R]

Hi @giuseppetonelli,

I am very sorry to hear you're having some ongoing connection issues. Unfortunately the issue is ongoing, with a current estimated fix date/time of approximately 3:15pm on January 26th.

Apologies for the ongoing inconvenience this is undoubtedly causing for you.

Thanks,