What does this mean??

[chookey]

Been having issues with my Hub 5 for a couple of weeks now. Internet cuts out every now and then for a minute before behaving perfectly again. More noticeable when streaming video. My network logs are full of errors.
Rather than trying to speak to someone I reported issues online and they checked my connection which shows errors. The website told me to leave it 24 hours and then contact them again which I did so.

They realise I still have a problem and have asked me to leave it 0 hours and contact them again?? How vague is that?? Ten, fifteen minutes I can understand

 

[Kryton]

It means your on a 0 hour contract with them .
Some companies have not got a clue.

Here is a screenshot of a web chat i had with "Boost energy".. after they updated my smart meter i noticed after about 2 weeks i was not paying anything towards gas charges. They had set the meter to 1p per kwh and 3p per day for the standing charge .



I waited 45 minutes to talk to an Agent.. and that was my reply before being cut off

 

[eder]

It means your on a 0 hour contract with them .
Some companies have not got a clue.

Here is a screenshot of a web chat i had with "Boost energy".. after they updated my smart meter i noticed after about 2 weeks i was not paying anything towards gas charges. They had set the meter to 1p per kwh and 3p per day for the standing charge .

View attachment 157919

I waited 45 minutes to talk to an Agent.. and that was my reply before being cut off

In theory you can sit back and enjoy the cheap prices now as it they ever chase you for it you can escalate to regulators to show that you attempted to get it corrected but they ignored it. They won't be able to back bill you - or will need a damn good excuse!

 

[chookey]

Well my connection screwed up again about 30 minutes ago. I went back to their website and this time it failed to find a problem and advised me to reboot the Hub and that was the extent of it's help. I had checked the Network log and there had been issues on 4 occasions since midnight up to 11-08am this morning.
I had to call them which I was trying to avoid at all costs. I got put through straight away to "Keegan" with his thick Indian accent. He checked my log out at his end and said he needed to try something his end and I needed to reboot my Hub.

He reckons I should have no issues now. I'm not quite so confident. Upon rechecking my log to see what he did I was surprised that the rest of today's and yesterday's errors have disappeared.

 

[chookey]

11-08 am this morning??

 

[chookey]

Just got off the phone with them again. Was watching the Brighton v Man City match when my internet dropped in the 81st minute After 2 minutes (lifetime) of silence and a blank screen I turned over to normal sat channels.
My 1st call attempt had them doing an automated test of my equipment which showed nothing as my internet was back up and they sent me a text telling me idiot steps and hung up on me.

I called straight back and was put through to a sweet sounding Indian lady with good English. She tried to tell me it was a conflict between the 5ghz and 2.4 ghz SSID's being named differently?? That's when I started to lose it a bit and told her in no uncertain terms that I wanted an engineers visit. I wasn't nasty at all but was obviously not going to be fobbed off any longer.
She stayed amazingly calm and sweet and eventually relented and an engineer is coming out on Friday. Why is it so f*cking difficult to get through to VM??

The lady, Odam, told me the same as "Keegan" told me yesterday, that they have to go through 6 steps with us to try and resolve our problem. When I call support I really expect the person on the other end to be an IT specialist who can understand my exact problem. We finished on good terms though.

 

[Oggiman]

When it gets fixed, don't forget to ask for a "Gesture of Goodwill" credit be added to your account for the service loss and hassle. I've had up to £10 before. Ask the Engineer to explain the problem so you use that info in your request to customer services. If the issue is ongoing, ask for a monthly discount until fixed.

 

[chookey]

Engineer only changed the signal on my hub. He said he is working Bank Holiday Monday and that he'll ring me to see if I've had any more problems. Naturally it's still the same. I think I need a new feed from the box outside. My internet died for 30 seconds again just before 10-00pm. I have just checked the network logs, look at the time!!!!!!

Time is correct at top of the page but is 2 hours out in the log??

 

[chookey]

My internet became unusable early this morning. I normally watch some Smartube in bed till 2-00am. Kept on going off. Was coming through my Firestick so tried watching the BBC app through my tv with it's wired connection.
Was exactly the same and reached the point where it was unwatchable so had to switch to terrestrial.

I have sent the VM engineer a text but still not received a reply from him. My broadband monitor shows the packet losses in red.

 

[chookey]

Everything is fixed!!!
Had a different engineer out yesterday. Straightaway he said it was my upstream signal. He changed my tap in the cabinet and replaced the cable from the external connection unit into my house. He also installed an internal connection unit which was always missing. He showed me the new up and down levels and explained what they should be.
Never a problem since. No warnings in my logs and the difference in the BQM's speak for themselves.

 

[Kryton]

Now you can watch pornhub 4K again
Glad its sorted mate.