vivaciti hopless support

hi been on surfwise for 2 yrs been v good 3 weeks ago my line and broadband went dead first vivacity was really helpful when I phoned up then they would phone me on my mobile with updates like they found the fault the I was told the fault would be repaired on the 13 march guess what nothing, are vivacity powerless to get anything done, must I pay for a non service?whats left join BT?i was first to sing vivacity praises but not any more

Hope u get sorted soon, I have found Vivacity support pretty ok but if they are relying on BT Openreach to sort a fault I had to wait 6 weeks for a new e-side cable. The cable was in within days but it took weeks to connect up. Dont forget compensation if the phone is down too.

yep tyvm for ur reply got 2 daughters nagging me and misses its the lies that get me from bt seems vivacity has no control what so ever,no service no payment simple as that, yes phone is down not paying for a non service, family cant phone us ,they don't like the cost of mobiles,

I ended up contacting the head of BT after six weeks of nothing Ian Livingstone and got compensation from BT for lack of phone but nothing from my previous ISP Zen, beleive me most ISPs have little control over BT, Zen certainly didnt.

iam I allowed to contact bt myself?

Depends if your phone is with them or not you havent really said. Mine is.

nope my line is with vivacity on the surfwise package llu for the time being getting really [censored] of btw all the houses in my row are all off some with bt and somewith sky?

Edited by deleted (Wed 13-Mar-13 22:31:17)

Didnt know surfwise included phone mine doesnt its broadband only. In that case Vivaciti is your only contact.

only on a month contract time to phone bt get line back with them and get broadband seprate ?

btw thnk you for taking the time to help tyvm

In reply to a post by martthefart1:

... all the houses in my row are all off some with bt and somewith sky?

In which case there is a major fault in your area and there is sod all any ISP can do about it. Openreach may need to dig up a couple of roads for all we know, and that takes time to arrange.

What Openreach don't seem to do is keep their customers - the ISPs properly in the loop as to what is going on.

Seems to be a common theme with these small resellers, When things go wrong there are to many links in the chain to get it sorted quickly.

I had a similar problem a couple of years a go when a Council worked chopped the cable at the bottom of the pole with a lawn mower. I was with BE and the landline was with BT, it was sorted and repaired within 2 days, they came out the next day got it working then came out the day after and fitted a new cable.

Hi,
I think your statement there is a little unfair.
Your phone line and broadband went down at the same time as your entire street, it is part of a major outage, your entire street is down, we had been giving you updates as soon as we get them, we have not had any updates for a few days.
This has been escalated and as you can see from the post you put up on our own forum, we were telling you updates and giving you the truth when by your own words your neighbours who are with BT, Sky talk talk where all being giving the run around while we were being honest with you.
The forum post is: http://vivaciti.net/forum/showthread.php?2250-no-pho...
This post makes it sound like you have a fault and we have just done nothing with it no mention of it also effecting all your neighbours, and is rather unfair.

Its not exactly as described, as you can see from my reply, his fault is part of a major service outage effecting all his neighbours who are all with different ISPs and phone providers including BT, Sky and Talk Talk.

In reply to a post by vivaciti:

Its not exactly as described, as you can see from my reply, his fault is part of a major service outage effecting all his neighbours who are all with different ISPs and phone providers including BT, Sky and Talk Talk.

Yes sorry, just read that.

Maybe i was lucky getting mine repaired so quickly then which did affect all the neighbours as well, the cable had been sliced in half by the lawn mower. They had to change the cable from the pole to an under ground bit inbetween the pole and cabinet.

Some are easier than others, we have recently had a fault that effected 3 roads including someone that worked here, and it took over a month to get resolved as the local council would not grant BT OR permission to close the road to dig a new trench as the existing on collapsed causing the issue.

ok perharps I was a bit hasty but u can understand the pressure from family they live on the internet and phone, never had a problem with vivacity for phone or broadband before in 2 yrs so will have to wait and see how long it takes martyn

I'm afraid I cannot resist pointing this out as it is so widespread :

Affect versus effect

Sorry, it just grates on me.

In reply to a post by XRaySpeX:

I'm afraid I cannot resist pointing this out as it is so widespread :

Affect versus effect

Sorry, it just grates on me.

Pedant!

In reply to a post by Lazza:

In reply to a post by XRaySpeX:

I'm afraid I cannot resist pointing this out as it is so widespread :

Affect versus effect

Sorry, it just grates on me.

Pedant!

I believe that to be correct XRaySpeX should have posted:-

As it is so widespread, I cannot resist pointing out this:- ....

I know this is not a 'live fault', but

Can I just ask, if this was a leased line to the same place, would that have also been off for the same amount of time because BT could not gain access to the road to fix the fault, or do BT have some other code power to fix leased lines that they do not have for adsl / telephone lines.

I dont think it being a leased line would have changed a thing, iand.

The only difference is leased lines usually have a Service Level Agreement attached which includes financial penalty clauses which means the customer can claim compensation for downtime from the ISP where any downtime exceeds the percentage of uptime guaranteed in the SLA. ( I don't think many are 100% as time has to be allowed for routine maintenance which is usually carried out overnight)

Different SLAs for leased lines so different rules apply, they would install a new fibre run from a different location for that sort of fault.

In reply to a post by martthefart1:

ok perharps I was a bit hasty but u can understand the pressure from family they live on the internet and phone, never had a problem with vivacity for phone or broadband before in 2 yrs so will have to wait and see how long it takes martyn

Nice to see you admit that. I agree having no broadband for a while is difficult, and it is Vivaciti's problem if you pay them for your service, but it helps to ensure users are aware of the full details of the major service outage as it's not as if Vivaciti are any worse than others in that respect.. as you said yourself, they are probably more honest

seb

an update been nearly 7 weeks no phone line or broadband vivacity phones me with updates that is never kept from bt, my isp cant get it fixed were do I do next?that will be 2 months paymebt with no service?, plus the cost of a 3 dongle, can I contact ian Livingston and complian did sort out a problem before when I was with web tapstery?what powers do vivicati have?must have some kind of contract? martyn

Are the other houses fixed?

If not, an email to [email protected] listing the addresses and names of the people, (get their permission first!!!!!) might get some priority applied.

nope will get permission and e mail him pity vivciati didn't do it

Edited by deleted (Fri 29-Mar-13 14:32:02)

pity vivciati didn't do it

No way!

They can only deal with the official channels, and only for their customer.

oh well officlo channels no good email sent of to ian Livingston ive been asked by neighbours to be spoke person will update if I get any joy

Don't forget it's Easter. I doubt if the Serious Complaints people in his office, who will deal with it, will be in for a few days.

yep ok lol but 7 weeks phone down taking the [censored] BT lies upon lies about contractors not turning up sack the contractor that's wat I say

Post deleted by Sadoldman

Post deleted by Sadoldman

thnk you very much tommy for ur kind words family been without broadband and phone over 7 weeks next door is with bt and thet say not fixed until 16 april that will be going on for nearly 3 months that cannot b right! but I still get billed £27 a month and its costing me £25 month on top with 3 dongle [censored] will vivcaiti pay for that ? surley there must b a time limit for phone? or can BT just do what they like?its all the false lies bt telling my isp fixed this date then this date [censored] surley vivicaiti can do something?

Edited by deleted (Sat 30-Mar-13 20:17:17)

Not a100% but i think that there is a timescale of 5days with BT certainly would apply to BT retail for telephone, they basically will aim to repair a fault within 5 working days, if it takes longer then they pay comphensation for the time you are without a service,

I would of thought that your isp would have not continued charging the monthly fee after the 1st month of no service, what min term contract are you on 12mths or a rolling 1 month? If it where me regardless of the min term i would of stopped the monthly payments by now, but in your case if they won't refund you/credit your account once this is fixed,
Have you discused the taking of monies for a service that isn't being provided with Vivaciti ?

I would make an official complaint to their ADR letting them know that you want refunding for the whole period you where without a working service,

Words are not (censored)to allow you to post but as a reminder that this language is not permitted nor acceptable on our forums...so enables you to alter the post.

No more of this ilk please.

Removed because you copied an unacceptable post.

Appreciate you are trying to help though.

will phone vivacity up Tuesday to disscuss stopping the payments compensation from my isp? yes monthly contract

Hi,
As with all major faults, you will receive a service credit for the time your service has been off-line, but stopping payments will not be very helpful, I can see from your account an update was sent to you this morning.

yes had update don't get ne wrong I blame BT not vivicati how bt can get away with this service I don't know hopfully all will be ok very soon, like I have said I have had great service from vivacity in nearly 2 yrs and hope for many yrs to come martyn

update still no broadband or internet what
to do?

Edited by deleted (Sat 06-Apr-13 12:52:21)

In reply to a post by martthefart1:

update still no broadband or internet what
to do?

Are their any people in the effected area disabled, in poor health or frail and elderly who need an operative landline to call for help or medical assistance (including the emergency services) ? If there are then this may prioritize the repair...

In reply to a post by martthefart1:

update still no broadband or internet what
to do?

or if there is any one who pays line rental to BT they could(using a friends PC e-mail Ian Livingston explaining and complaining about the lenght of time that everyone has been without a working telephony service, no point in bringing broadband into it, as BT aren't as instereseted in the Broadband working as they are the phones,
Doing this may get something done a bit quicker after all it is 2013 not 1813

yes there r 2 disabled people in the row of 6 houses that relie on the phone and do not have mobile phones y have it so long to fix?i have had updates from vivcaiti with different dates and they have all come to nothing surley they can do something

In reply to a post by martthefart1:

yes there r 2 disabled people in the row of 6 houses that relie on the phone and do not have mobile phones y have it so long to fix?i have had updates from vivcaiti with different dates and they have all come to nothing surley they can do something

Who ever is with BT for their phone or one of their freinds with a working internet connection could send an e-mail on their behalve, As the CEO of BT won't get involved if they are not BT customers,

Because it's down to the other CP's to complain to him or who ever they can complain to , Once livingstons office receive the complaint ect, they will look into it ask openreach why it is taking so long and could well make them aware that there are disabled people affected which as said should make a resolution sooner rather than later ,

but as to a time scale, i would need a crystal ball for that one I'm afraid to say , it's a case (how long is a piece of string ?) But the CEO's office should be able to get a more reliable update from openreach as to how soon they will be able to complete the work necessary to re instate the land line services in the street , and may be able to offer some alternative so people can make and recieve calls at the very least emergency 999 calls

In reply to a post by martthefart1:

yes there r 2 disabled people in the row of 6 houses that relie on the phone and do not have mobile phones y have it so long to fix?i have had updates from vivcaiti with different dates and they have all come to nothing surley they can do something

I have an elderly aunt who lives alone and is dependant on a working landline if she needs help. When a fault occurred on her line I called BT on her behalf (she was present during the call, whilst I was using my mobile, in order that BT support could confirm that she, as account holder, approved of my help) and I emphasized that she was elderly, frail and suffers from ill heath. The next working day an OR engineer came and repaired the line

tyvm for the advice will email on next doors email accountor account number from my dongle to ian livinston

In reply to a post by martthefart1:

tyvm for the advice will email on next doors email accountor account number from my dongle to ian livinston

Curious.

Normally reseller agents market on having superior customer support compared to big boys such as BT, TalkTalk and Sky.

Reseller customers forced into pretending to be a BT Retail customer or using a BT Retail customer as a proxy in order to get support is not something I have heard of before.

Edited by deleted (Sat 13-Apr-13 21:17:01)

In reply to a post by partial:

Curious.

Normally reseller agents market on having superior customer support compared to big boys such as BT, TalkTalk and Sky.

Reseller customers forced into pretending to be a BT Retail customer or using a BT customer as a proxy in order to get support is not something I have heard of before.

From my experience and i have been with two of the resellers who post here, the superior customer support is a fallacy. Simple faults within their comfort zone are sorted but no quicker than the big providers, when it comes to problems that they are not able to sort out I have been left in limbo.

Ever since i made the decision to miss out the middle man and go straight to the big provider I have had near faultless service and any faults have been sorted out within a reasonable time frame.

Ticket raised on Saturday is answered Monday morning...

I have the feeling that this Reseller is a one man or very small operation. The hosting dept has the same contact as the ADSL & the accounts dept.!

Support ticket numbers seem to be randomly generated.

Google Maps puts them above a 2nd hand car dealership in Hadleigh.

I think I will be moving again once my 1st month & 30 days notice is up.

yes I got to agree with every thing the last to posts had update now the 15 april I've been without phone line and broadband nearly 3 months ! but expected to pay my monthly £26 they say they will discuss compensation when back on lmfao, I bet I will be lucky to get 3 months of phone and broadband free (not free already payed it)I would of thought( forgive me if I seem thick here) that a major outage of 6 houses in a row would hurry the work up but NO it takes longer than 1 line down

Edited by deleted (Sun 14-Apr-13 11:18:14)

I would switch to BT if I were you

How would that help? Linky.

In reply to a post by kamelion:

I would switch to BT if I were you

yes just posted in the bt forum a few questions thinking really hard about bt I did contact Ian Livingston 2 yrs ago when I was misled broadband he made it I could walk away without contract lol

In reply to a post by martthefart1:

yes just posted in the bt forum a few questions thinking really hard about bt I did contact Ian Livingston 2 yrs ago when I was misled broadband he made it I could walk away without contract lol

I moved one of my lines to BT a couple of weeks a go, Get full speeds on usenet and p2p, i think it's totally unlimited and not traffic shaped on the new unlimited package.

really unlimited? whats the catch the last time I had bt broadband p2p was capped to 10kbs in the day time? that was 2 yrs ago

In reply to a post by martthefart1:

I had bt broadband p2p was capped to 10kbs in the day time? that was 2 yrs ago

That was then and this is now!

In reply to a post by martthefart1:

really unlimited? whats the catch the last time I had bt broadband p2p was capped to 10kbs in the day time? that was 2 yrs ago

In the past i wouldn't have touched BT with a barge pole, things have changed and yes it is really unlimited

I am sorry you feel that way but I can tell you that you will be refunded for the full amount of time you have been without service.

above the car dealership you mention is an office block and we have one of the floors for our offices.

Just for your information with this customer, the fault is not just with his home but the entire block, the same as his neighbours that are with Sky and BT retail.

In reply to a post by vivaciti:

Just for your information with this customer, the fault is not just with his home but the entire block, the same as his neighbours that are with Sky and BT retail.

I must say in vivacity defense that they do update regularly it is so annoying that bt keeps letting us down with false information im not on here to discredit vivacity like I have said 2 yrs. with an excellent service up until contractor cut through the telephone line cable

update all back online now thanks vivacity for the updates and support BT rally sucks when it was there fault took BT nearly 3 months to fix fault in 2013 BT should be sacked lol

In reply to a post by martthefart1:

update all back online now thanks vivacity for the updates and support BT rally sucks when it was there fault took BT nearly 3 months to fix fault in 2013 BT should be sacked lol

Does this mean you're going to stop moaning now?

lol no but rant over how BT get away with lengthy repairs is beyond me will be emailing Ian Livingston to get answers! how would any 1 like to be without phone and internet for nearly 3 months with a family of girls no face book lol etc

Now it's sorted, I can disclose that the reason he was so upset is that because of "vivaciti hopless support" his girls were "hopping" mad.