This is definitely not the kind of service we expect for our customers.
We'd like to get this sorted but we need some details to look into this further. Please can you please PM us with their customer number, address and a contact number.
I can PM the cloents number if you like.
Where it now stands:
Went onsite and did isolation tests on all four sockets in the house. No voice / dial tone. No DSL signal. Changed all cables, routers, phone etc.
Contacted 2D again. They finally agreed to send a Chorus tech. Chorus tech arrived and discovered things naffed at the exchange. Supposedly fixed it all today.
Voice now working. ADSL not working.
Phones 2D - They had put the client on a VDSL profile on the exchange despite me specifically requesting them change it to ADSL 3 or 4 weeks ago and the clients / 2D both in agreement the modem is only ADSL capable.
Now waiting until 14Dec before Chorus will visit again.
Will await developments on that day.
Finally got to talk to a supervisor after asking on and off for the last 4 weeks.
they have offered good will compensation of 1month connection. When I pointed out that refunding the 4 weeks the connection hasn't worked is bare minimum legal requirement as you cant charge for providing a service that doesnt work - she again called it a good will gesture. My response was that is like wrapping up a turd in tinsel and calling it a Christmas present. It is not good will and it is not compensation.Its bare minimum legal requirement and the fact she is presenting it as a favour to the client shows a complete lack of care or compassion or even legal understanding on 2d's behalf.
Am going to take this down the TDR / Disputes tribunal route as my client has incurred cost and I have invested 4-5 hours having to muck around owing to 2D's complete failure to do the basics , to do trouble shooting, to take the actions requested and to do even sensible stuff. don;t even ask about the lies / myths propogated that modems from halswell dont work in hornby or being too close to the exchange means adsl wont work.
The fact that the client has repeatedly told 2D there is no dial tone and 2d have refused to act on this has meant I have had to get involved.
Will update the post on 14 / 15th after we have seen what occurs when the exchange is revisited. It should have been done today!!