Saturday, 9 August 2014

Interrupted Internet

For some time our Internet access has been a bit flaky, and over the past week I have had to reset our modem more frequently than I should. The problem became much worse yesterday, and just before 3.00pm we completely lost our connection to the Internet.

Trying to report the loss of service was problematic because the service provider expects you to do it online! Sue managed to access the appropriate webpage using her iPhone and the G3 mobile 'phone network, and discovered that the problem was affecting all the service's users in our area. Not only was our Internet service interrupted but our cable TV service was also restricted.

The service provider eventually restored our Internet access just after 6.00pm, but the cable TV service is not expected to be fully restored until Monday morning. We can watch most of the channels that are included in our 'package', but cannot access the 'catch up' service ... and there are several programmes that I want to watch.

If this problem persists, we will have to consider changing our service provider ... but I doubt that a new one will be much better, and they will certainly not be any cheaper.

14 comments:

  1. My BT Infinity connection has been very patchy this morning!

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  2. Jim Duncan,

    I suspect that the bad weather expected over the next few days may well see Internet services all over the country being effected.

    All the best,

    Bob

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  3. I spent over an hour and a half on the phone where a customer service person tried to help me fix my internet problem. She was in India (or was Indian) and that is an accent I cannot wrap my ears around. After we started doing the same thing for the third time, I hung up, waited a few minutes and dialed the company again.

    I ended up with a guy who worked for a different company whose closest service area was over 500 miles away (neither one of us knows how that happened), but he was able to tell me right away that the problem was affecting my whole area and wasn't just me. (Something the first person hadn't checked, evidently.)

    You're lucky you have options for your cable service-here, in the land of CAPITALISM and free markets, most everyone only has one cable company to choose from. And the two largest (which rank #1 & #2 in worst customer service of all types of business) are planning to merge.

    So, it could be worse for you, you could live here.

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  4. It's still pretty flaky this afternoon.

    Worst I've seen it since moving to BT Infinity.

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  5. Stu Rat,

    The joys of off-shore call centres! You are lucky if you get someone who can understand you ... and whom you can understand. (I once had someone from India ask me if I spoke English as he could not understand my accent!)

    I may have a choice of service provider, but they all seem to rely on the same digital cable network, and if that develops a fault - which is not uncommon - everyone in the area can lose their service.

    Interestingly my service provider has been taken over and bought out some many times that I cannot remember some of the names it has traded under. (We started with Videotron, then Cable & Wireless, then NTL, and now Virgin Media ... but I think that there was at least one other.)

    All the best,

    Bob

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  6. Jim Duncan,

    Our service has been better today ... but has still 'fallen over' several times this afternoon.

    All the best,

    Bob

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  7. I finally gave up and restarted my router.

    It seems fine now.

    BT did say there was a short lived problem earlier.

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  8. Jim Duncan,

    Our service was fine until about an hour ago ... then the connection became intermittent.

    All the best,

    Bob

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  9. Jim Duncan,

    Coincidentally I had to restart my modem a few minutes ago, and this seems to have cured the problem ... for the time being,

    All the best,

    Bob

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  10. I use Zen as my ISP as their call centres are in the UK, you always seem to speak to a human rather than a machine. They seem to know what they're doing and if they say they will call you back they always do so.

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  11. Nigel Drury,

    Zen sounds like a very good service provider, but unfortunately my service provider is also my land line and cable TV provider, so unpicking that to move to another provider might be a bit difficult.

    All the best,

    Bob

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  12. Everything seems fine on this part of the interweb today!

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  13. Jim Duncan,

    I wish I could say the same!

    Ours keeps coming and going, but we have been told that it will be fixed later today. Mind you, they said that yesterday as well!

    All the best,

    Bob

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