Reacties geplaatst door Dan_DH

7 Reacties

Jason van Odido
Moderator
Jason van OdidoModerator | Internet + TV
gepubliceerd in Bekabeld Internet

Problemen Internet verbinding van Internet + TV van OdidoInfo

@Lisa You are joking right? Call customer support? They’ve been friendly but helpless to escalate the case since “I already had a house visit once this year”.I understand visits cost money but this is no excuse.I want to provide feedback to process owner as things are getting out of control. The process has built in friction to control the costs and it is not ethical to dress things up with “customer obsession” My experience since December is contradicting this. And I even forgot to mention that I had to call up and chase VWT to expedite my case and check the Central.Why do I as T-mobile customer need to understand, care and manage your worklflow with suppliers?This is a jokeAs for the troubleshooting process, If the line got disconnected in the middle of the day and the media converter is plugged in, has power and shows 5 good indicators and only one bad (FO) I can tell with high probability that the problem is out of my house.The fact I had to call 10 times and beg for escalation is

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Jason van Odido
Moderator
Jason van OdidoModerator | Internet + TV
gepubliceerd in Bekabeld Internet

Problemen Internet verbinding van Internet + TV van OdidoInfo

Hi Lisa I would like to talk to someone about thisCan you ask someone to call me please? I would like to know why it took 10 days to connect a disconnected patch cable.It was evident to me that the problem happened in the POP and no one listened to me and bothered to check this.Does it really take 10 support calls and 10 days of frustration to do a line check and plug the cable back?What can you do to improve the process so that this does not happen again? I invested 160 EUR into an LTE modem and SFP to get a backup line working so I can mo work from home.More than the cost of this, I am bothered with explaining to my manager and clients that I may get disconnected abruptly from the meeting since I do not have a reliable connection Guidion colleague came on Thursday, confirmed that the problem is in the Central and raised the ticket to VWT.Nothing happened until I called on Friday to escalate.I’ve been told on Friday another colleague will come on Monday to do another house visitWhen i

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12 dagen geleden
Jason van Odido
Moderator
Jason van OdidoModerator | Internet + TV
gepubliceerd in Bekabeld Internet

Problemen Internet verbinding van Internet + TV van OdidoInfo

Hi BrianThis is such a skewed and incorrect version of the truth.Yes, mechanic came and was very helpful confirming that it is a connection issue and passed the buck to VolkerWessels. I did not hear from anyone since and I am still without a connection. One week!In the working from home situation I feel like it has been much longer.I expect more ownership and better response in these cases.Fix the troubleshooting process. Do the line measurement at the moment customer reports a sudden breakdown in his internet connectivity. If the reading is -40 send someone as soon as possible to check the connection at the POP. Do I really need to wait for a week before someone cuts a ticket to VWT to check the line. Homestly. A week?! Communicate clearly about the issue. I took me 3 days of repeated calling to escalate the case to the right person and get the approval to engage with Guidion. I know this costs you money but I am losing money, time and energy working my way around the issue. Fix the c

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12 dagen geleden
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tudemirheeft eerste post geplaatst
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WAN light is Red and No Internet Connection

@nitinsahu They have disconnected me on Friday afternoon.Still no update on what the cause is and what they will do to fix it. Both times this happened in the past they had to send the technician over to check the last mile connection from the local switch to my home.This probably costs T-mobile money since they are working with subcontractors.Once this happens you will get an SMS to book the appointment.I got lucky last time and was able to book the site visit on a short notice I could not have imagined that this can happen in the Netherlands in 2021.Case study of unprofessionalism. I am working via 4G since Monday morning, not fun at all.

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3 jaar geleden
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tudemirheeft eerste post geplaatst
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WAN light is Red and No Internet Connection

@nitinsahu T-mobile will not tell you what the problem is. Not over the phone not in the forum because it is likely a big problem and likely embarrassing. If you search the forum you will find that many people had exactly the same problem like few of us do today few months back. Problem was “magically fixed”, only to reappear again and again with a different customer.I refuse to believe that organization like T-mobile can not learn from these examples and improve their installation/troubleshooting process.It looks more likely there is a bigger problem at hand, maybe with oversubcription/capacity, maybe with the subcontractors, no one can tell for sure. What you will hear from support and sometimes read here is that it is “regional issue” or “problem with KPN” and “something they are working hard to fix” with no explanation of what is really happening. I’ve been through this game with customer support three times in the month already. There is lack of transparency and lack of accountabi

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3 jaar geleden
Jason van Odido
Moderator
Jason van OdidoModerator | Internet + TV
gepubliceerd in Bekabeld Internet

Problemen Internet verbinding van Internet + TV van OdidoInfo

I am without Internet again.This is an absolute failure of customer service.I have changed to T-mobile Thuis from Ziggo and I dearly regret that.We have been waiting for 3 months for connection.Service has been interrupted many times since we got connected.I have talked more often with T-mobile customer support than with my mother.And the only explanation I can hear from customer service is that teams are working hard to solve the problem and that I am frustrated.This is an embarassment for the company and for the customer service organization.And then the bonuses will be paid because NPS is rising.Surreal experience

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12 dagen geleden
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Dreetje44is een Top Poster
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TV hapert steeds // Traag internet Segbroek Den Haag

we hebben nog steeds een groot probleem~ 4 Mbps op 1 Gbps glasvezelIk kan niet goed werkenWeet iemand wanneer deze lijdensweg zal worden opgelost?

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Jason van Odido
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2 jaar geleden

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