Hi have you checked the top right corner of this page click on check service status then you know if it's a local issue or not I'm afraid some call handlers will say anything to get you off the line, also I would not have suffered this for 5 weeks you need to be tenacious if you want anything done.Regards Micky
Service status is checked every day. I have asked to speak to a manager, no one ever rings me back. I think there is a problem with the set box or hub, but the so called customer service advisors refuse to send an engineer to check this out.
Welcome to our forums and thank you for posting. I'm sorry that you've been having issues with your TV service and have struggled to discuss this with our teams.
I've had a look at the backend of your services and can see that you have been affected by area issues. There is an SNR fault raised for your area under reference F007191703, which was logged on 16th June and is expected to be resolved by tomorrow, 7th August. This would be the problem that our support agents have advised you of.
Due to the complex and developing nature of certain faults, it can occasionally be necessary to amend estimated fix times. We will always endeavour to provide the most up to date information from our team on-site, but it looks like there have been a lot of checks to complete and a number of sources of noise ingress.
There is also a planned change with reference C01045764 scheduled for today. It appears that they have traced the major cause and are completing repairs/replacement of some cabling further up the network. Our tech team are anticipating that this will be complete by 3pm today and that this will resolve the overarching issue. However, they will continue to monitor before clearing the fault ticket, to ensure that full functionality is restored.
We would be unable to arrange an individual engineer visit until the network issue is resolved, in order to allow for the appropriate work to be done. If the underlying problem is fixed but you're still having issues, we could then look to schedule an appointment for your property.