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Roseblade666
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Appalling customer service

So I've been trying to get an issue resolved for a while now (almost 12 months) with my 1GB fibre as I currently have no DOCSIS 3.1 channels and I'm averaging less than 500mb on the samknows realspeed in modem mode.

 

Finally managed to speak to some today that deals with the 1GB packages to be told until the issue in my area is fixed (a new issue only about 3 days old) they wont help me!!!!

Has anyone else received this level of shocking service as I feel completely let down as a customer of 10 years? If I stop paying my bill due to a broken SLA agreement I guarantee you would be willing to speak to me then!!!

 

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carl_pearce
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Re: Appalling customer service


@Roseblade666 wrote:

So I've been trying to get an issue resolved for a while now (almost 12 months) with my 1GB fibre as I currently have no DOCSIS 3.1 channels and I'm averaging less than 500mb on the samknows realspeed in modem mode.

 

Finally managed to speak to some today that deals with the 1GB packages to be told until the issue in my area is fixed (a new issue only about 3 days old) they wont help me!!!!

Has anyone else received this level of shocking service as I feel completely let down as a customer of 10 years? If I stop paying my bill due to a broken SLA agreement I guarantee you would be willing to speak to me then!!!

 


It's standard practice to not send an engineer if there is a local area issue already reported.

Waste of resource I suppose.

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Roseblade666
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Re: Appalling customer service

I could understand that if it was indeed the cause of my issue. But I've had this problem now for almost 12 months and have been patient due to the current situation we are in, but now because an issue that has nothing to do with what I need resolved is causing a problem I've basically been told tough luck

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jbrennand
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Re: Appalling customer service

The real issue is whether you are paying for a 1GB or a 500Mbps service package? If there was an unforeseen issue on 3.1 they shouldn't be charging you for a 1GB package until that's resolved and you are on it. What are you paying for and ere you mis-sold a 1GB service?

BTW... there is no SLA on a residential package - you need a Business package for that.


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Roseblade666
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Re: Appalling customer service

Yes I'm paying for the 1GB package with the superhub 4, and maybe my wording was not clear in regards to the SLA, whilst I'm aware there is no written SLA for residential, there is a minimum download speed I believe of 500 or 600mb for the 1GB package, I've only seen 650mb once and that's with the testing all being done as recommended by customer services (modem mode ect). I have CAT 7 cables, and all the equipment I'm testing on has 10GBs ethernet ports.

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jbrennand
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Re: Appalling customer service

I will ask my fellow VIP's what the best course of action is 🙂

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John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Roseblade666
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Re: Appalling customer service

Screenshot_20210115-204631_Chrome.jpg

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Roseblade666
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Re: Appalling customer service

Thank you for your help its greatly appreciated

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jbrennand
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Re: Appalling customer service

First suggestion is to look in the Hub settings at the "configuration file" data and see if the Hub is actually provisioned for the 1GB service (not sure where it will be in there - I have only ever had an SH2 🙂

Also from in there can you post up the pages containing downstream data showing he status of the downstream channels. Post as formatted text (not images).

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Roseblade666
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Re: Appalling customer service

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

253310000005.436.6QAM25625
81950000004.836.4QAM2568
92030000004.936.6QAM2569
102110000004.636.6QAM25610
112190000004.436.6QAM25611
122270000004.436.6QAM25612
132350000004.436.4QAM25613
14243000000436.4QAM25614
152510000003.436.4QAM25615
162590000003.536.4QAM25616
172670000003.936.6QAM25617
182750000004.336.6QAM25618
192830000004.536.6QAM25619
202910000004.636.6QAM25620
212990000004.836.6QAM25621
223070000004.536.4QAM25622
233150000004.736.6QAM25623
24323000000536.6QAM25624
263390000005.236.6QAM25626
273470000005.236.4QAM25627
283550000005.636.4QAM25628
29363000000636.4QAM25629
303710000005.336.6QAM25630
313790000004.736.4QAM25631



3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25Locked36.60965300
8Locked36.38689000
9Locked36.60965300
10Locked36.60965300
11Locked36.60965300
12Locked36.60965300
13Locked36.38689000
14Locked36.38689000
15Locked36.38689000
16Locked36.38689000
17Locked36.60965300
18Locked36.60965300
19Locked36.60965300
20Locked36.60965300
21Locked36.60965300
22Locked36.38689000
23Locked36.60965300
24Locked36.60965300
26Locked36.60965300
27Locked36.38689000
28Locked36.38689000
29Locked36.38689000
30Locked36.60965300
31Locked36.38689000

 

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