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/04/2005 10:26:58 Technical Support With regards to your claim for compensation for the problems you have experienced, please note that such claims are required in writing to our head office:
Account Department
V21.co.uk Limited
59 London Road
Blackwater
Camberley
GU17 0AB
However, I also point you to the Terms and Conditions for the account you signed up for us with; this is displayed to the customer upon signup and the customer is invited to print these for their records. This is from Section 4: V Two One's Obligations:
4.4 You acknowledge that it is technically impracticable to provide the Service free from errors and/or faults and V Two One does not undertake to do so. V Two One shall provide a Helpdesk Facility to enable faults to be reported and resolved but does not warrant that all faults will be corrected.
Through BT we have resolved the fault for you which was present outside of our network and in BT's control to resolve; the fault was first identified to us by yourself on the 6th April and a fault logged with Provisons on the 11th; this was closed by BT on the 20th after resolution by their engineers on the 18th.
20/04/2005 10:20:44 Technical Support This is the latest fault report from BT who have closed this fault having repaired the problem:
Fault Update
Recieved : 10.03 20/04/2005
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Case Notes: BT repaired / replaced jumpering.
Radius logs show that the EU is now having long and stable connections. An email requesting retest results was sent to you on the 18/04 , no response has been received.
Session Domain Name
mwill96@speeddsl.com
Session Start Time 20-Apr-2005 03:01:47 (Duration 06:55:20)
Test ID 44939064
Resolution: BT jumpering.
BT believe that you should now be connecting correctly; however if you have further issues, please let us know the details of the fault so we can pass this on for you.
20/04/2005 02:05:05 Customer CONT: Router setup information provided
Oh and I have returned home to find that adsl had switched itself off again, so no change there.
I will leave on now 2.05am overnight and see if it manages to make it through.
19/04/2005 21:23:57 Customer CONT: Router setup information provided
But as I said in my various emails to v21 yesterday and on this portal, you are still to respond to my demand to be compensated for the fact that I have had an unusable broadband service for the past three weeks.
I think the very least that can be done for the hassle and disruption is that I do not pay for the total period of time that this problem has being going on for. I cannot see how that is anything but reasonable.
As I said, you still have not responded to this, despite continual requests.
If I hear nothing within 24 hours that fails to break this silence, I will take further action to migrate to another service, make a complaint to Oftel, contact trading standards and instute legal action to get back the money owed from lack of service and that paid out for instituting 1mb on my line.
19/04/2005 21:23:39 Customer CONT: Router setup information provided
Thank you for the very belated response to the three-week long broadband breakdown that I have suffered.
I cannot yet tell whether the service is back to normal until it is properly operating, although early afternoon I believe it was not switching off. However, there have been very infrequent occasions during the three weeks that it has been stable for five or six hours before cutting off. The norm was ten to 15 mins, which led to the frustrating chain of continual failed connections.
I do hope the matter is sorted. I cannot check the authenticity and consistency of the connection yet, as I am not at home.
But I will when I get home in the early hours of Wednesday morning.
Can you tell me whether the problem in connecting using speeddsl has been sorted, yet. Because i have had to connect using ispnet.com in the past few days due to continuing problems with this second global fault.
19/04/2005 07:10:46 Technical Support Appologies for not replying to this message immediately; I have been awaiting the fault update from BT provisions who suggest that your problem is now resolved.
Fault Update
Recieved : 16:49 18/04/2005
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Case Status: On Hold - Retest Required
Please be advised that the above case has been placed on hold for a maximum duration of 24 HOURS, whilst we await your feedback.
Justification: Please confirm if this is still an issue as our testing reveals successful working session as below:
mwill96@speeddsl.com
Session Start Time 18-Apr-2005 04:09:11 (Duration 12:37:31)
If we do not receive correspondence within the timescale specified, we will assume the fault condition has been resolved and the case will be automatically closed.
BT have noted from their own logs a long session; indeed, our own logs indicate that this particular session lasted for 14 hours, disconnecting last night at the request of your router or modem. I am still unaware what action an engineer took on the 14th, if any - however, from here it appears as if this issue is now resolved.
18/04/2005 22:13:54 Customer CONT: Router setup information provided
I am still waiting for this matter to be resolved.
We are heading towards three weeks now.
It should not and does not take that long.
16/04/2005 02:19:13 Customer CONT: Router setup information provided
Ah, now there is a novelty the connection has just dropped as seems the norm after about ten minutes on ispnet.com and wont reconnect using the same "PPP link control protocal was terminated" error as with speeddsl.com. Now the speeddsl.com connects but for how long.
This service is worse than a disaster zone.
I am going to have to find another provider this weekend because I see no end to this and if you do not refund my monies I will take the required legal action.
16/04/2005 02:11:35 Customer CONT: Router setup information provided
Speeddsl.com still doesn't work. You connect then it drops immediately. Then you get the error message 794: PPP Link Control Protocol Was Terminated.
The personal fault is still not sorted, that keeps cutting out.
Is there every going to be a time when I am going to have a full functioning fault free uncorrupted normal ADSL link?
Because all the excuses have left me exasperated. I will look forward to this matter resolved, including that of compensation for the lack of service which has now stretched to two weeks and two days.
15/04/2005 16:29:56 Technical Support The second - global - fault is looking close to resolution with BT now; I'm confident that BT will have this resolved around 5pm.
With reference to your own problem, I have chased BT provisions for an update and have been told that it is 'with the engineer' - as to what 'the engineer' is currently doing for us, I'm unable to comment. However, I have requested an update at their earliest opportunity and will update you when we are ourselves aware.
15/04/2005 16:20:30 Customer CONT: Router setup information provided
That's fine,t hat's two faults for the price of one, but what about the fault I already have. Someone must have sorted out what the problem is.