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Geen internet

Discussie in 'Internet - Algemeen' gestart door pong38, 26 jan 2009.

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  1. Thijs,

    No letter received from Ziggo about any maintenance.

    Your problem symptoms sound EXACTLY like mine. Download from NNTP and HTML goes ok (ish)... no signficant problems, but upload seems to be non-existant. Meaning, browsing the internet is pretty much not possible.

    Guy on the telephone last night said that my phone line sounded bad as well (am calling via ziggo) and that there were more modems offline in the wijkkast than online so something MUST be wrong.

    He was sending someone to investigate last night... but I still have problems this morning (Fri 30th) and I should call back again if there was no improvement by this afternoon.

    Power down of modem does nothing to improve my problem. Will be calling them again this evening and getting pissed-off if there's no improvement.

    Keep you posted too.

    PS, thanks for writing in English. If you prefer you can write in Dutch as I read it perfectly, I just sound like a 14yr old if I try to write Dutch :shock:

    Neal.
     
  2. Neal,

    Must be the same issue, just called my uncle who lives in Goirle as well. Not to my suprise: same problems there.

    Good to hear they have sent a guy to investigate, i doubt however they actually did. Suppose they could have told me that during the call earlier today?

    Let's hope they are fixing it as we speak and it does get resolved this afternoon! And if not, you can fire one at their helpdesk again. Your advantage is they admit there is a problem with the 'wijkkast'.

    Don't mind writing in English, probably isn't flawless either though!

    Gr. Thijs
     
  3. Any improvement on your end? Here still crappy :sad:

    Gr. Thijs
     
  4. Thijs,

    In one way I'm glad to hear that you're still having problems.... in other words, same shit here mate!

    I even got a call from a girlfriend in Breda on Saturday who aked me for help. She said "I appear to have an internet connection, but I just can't seem todo anything".

    When I asked if she was a Ziggo user and she replied "yes" I think we found the problem....

    This is to be honest, absolutely unacceptable! Just what are we supposed to do to get this solved? I'm calling Ziggo again today and am going o get VERY annoyed with them!

    Let's keep each other posted.

    Neal
     
  5. Neal,

    Just got of the phone with the helpdesk. First guy i spoke to told this was the 'Goirle' problem. I hated the sound of that! He connected me to someone who was more familiair with the issue. He told me that the maintenance did not work out as it should have (really? :shock:)

    Apperently they physically moved the 'wijkkast'. It is on their to-do-list, but it depends on the amount of customer complaints how fast they will send someone to resolve it. So GOIRLE pick up the phone!!!

    We'll just have to sit this one out, he expected a fix tomorrow or the day after.

    Greetings..
     
  6. Thijs,

    Interesting to hear.... I will definitely be calling now.

    FYI, I just sent the following via the Ziggo internet site...

    ----------------

    Hi,
    Since Tuesday 27th Jan 2009 I have been experiencing internet problems which make it impossible to be able to use the internet.
    I have also been experiencing voice quality problems on my telephone line in the same period.
    I have called the helpdesk on 3 occasions and have been given weak and conflicting messages about whether or not there is a known problem and when it is likely to be solved.
    I personally know of at least 2 other customers of Ziggo in the exact same postcode who are experiencing similar if not exactly the same problems.
    To briefly describe the problem, it would appear that I do have an internet connection but that upload seems to be so bad that normal internet traffic is impossible as no information is sent from my computer when browsing. People who call me o I speak to on the telephone also report bad voice quality at my end. This was also recognised by your helpdesk.
    I have reset my modem on several occasions to no improvement!
    I would like to point out the this IS COMPLETELY UNNACCEPTABLE and needs to be solved as soon as possible.
    I would like to receive a correct and accurate description of what the problem is and when it is likely to be solved.
    I would also like to know how Ziggo intend to compensate me for the trouble and time spent on the telephone complaining about this problem and lack of telephone and internet service for at least 1 week now... and counting!
    Please ALSO use the following email address (xxxxx) when responding to this complaint as I cannot be sure that I will receive your reaction to this complaint.
    Regards, Neal
     
  7. Neal,

    I have sent them my comments on this as well, it's in dutch no need to translate i suppose?

    --------------------------------------------------------------------
    Geachte heer/mevrouw,
    Mijn klacht betreft het volgende. Het onderhoud dat gepleegd is op 28 januari van 01.00 - 06.00 uur heeft ertoe geleidt dat mijn verbinding zodanig is dat normaal internetgebruik vrijwel onmogelijk is. De wijkkast schijnt fysiek verplaatst te zijn en dat is misgegaan.
    Ik vind het ontzettend jammer dat de klanten door uw klantenservice van het kastje naar de muur worden gestuurd, zowel letterlijk als figuurlijk. De standaard zaken als modem uit en inpluggen, de altijd irritante router-vraag en ga zo maar door.
    Mijn computerkennis is zodanig dat alle mogelijke oorzaken van mijn kant al uitgesloten waren. Er wordt niet of nauwelijks erkend dat de kans erg groot is dat de problemen met het onderhoud te maken hebben wat een onbeschrijfelijk gevoel van onmacht creeert. Probeer de klant eens niet zo snel mogelijk volgens het standaard procedure boekje af te schepen, maar denk mee, erken de gemaakte fouten en biedt excuses en genoegdoening. Klantenbinding heet dat. In het verleden (rampperiode van @home) ben ik door deze slechte manier van behandelen naar een andere aanbieder gegaan.
    Ook het late signaleren van de storing vind ik uitermate onprofessioneel. Er wordt pas een melding van gemaakt als een x aantal mensen gebeld heeft, en in dit geval zijn dat er minder omdat mensen denken dat ze wel iets van een verbinding hebben. Probeer het logge organisatie imago van u af te schudden door attent te reageren als slechts een paar klanten bellen dat er na onderhoud problemen zijn.
    Ik vraag aan u hoe u mij tegemoet gaat komen voor de geinvesteerde tijd en kosten aan de telefoon, maar nog belangrijker voor de periode van downtime. Want zo moet u het beschouwen.
    U kunt mij bereiken via mail: xxxx (wanneer de storing is opgelost uiteraard pas), of via het opgegeven telefoonnummer: xxxx.
    Uiteraard kan een brief met voorstel tot compensatie ook per post verstuurd worden naar het bij u bekende adres.
    Graag een snelle en correcte reactie.
    Mvg,
    xxxx
     
  8. I think I'm gonna "go postal" on someone's ass..... if you know what I mean.

    I received the following from Ziggo via email yesterday:
    -------------------------------------------------------
    Dear Mr. Pxxx,
    The following instructions may solve the problem:
    - Unplug the networkcable and the powercable from the modem.
    - Unplug the router (if you have a router connected).
    - Wait for 20 seconds.
    - Connect the powercable to the modem.
    - Wait until the led's are on or blinking as usual (this can take up to 5 minutes).
    - Connect the networkcable to your modem.
    - Reconnect your router.
    - Restart your computer and check your connection.
    If these instructions don't solve the problem, we advice you to contact our Helpdesk at 0900-1884 (10 c/m).

    With kind regards,
    *** )
    Afdeling Klantenservice
    Ziggo
    -------------------------------------------------------

    Did they NOT read my complaint?

    I'm gonna try this (just to satisfy them again) and then call them and give them a piece of my mind!

    Keep you posted.

    mode edit : Did YOU NOT read the forum rules? : According those rules we agreed not to publish employee names for privacy reasons.

    Oops... sorry, I missed that one. It won't happen again.
     
    Laatst bewerkt door een moderator: 5 feb 2009
  9. Neal,

    I just interrogated a guy from the helpdesk to the bone:

    Groepsstoring
    van zondag 1 februari 16.33 uur tot maandag 2 februari 18.45 uur
    De eerder gemelde storing in uw postcode gebied is verholpen.

    Ondervindt u nu nog steeds problemen met uw internet of telefoonverbinding?
    Volgt u de onderstaande stappen om dit te verhelpen:

    Stap 1: Haal gedurende 30 seconde de stroom van uw Motorola kabelmodem en wacht vervolgens tot er 4 groene lampjes constant blijven branden.
    Stap 2: Indien u meerdere computers aangesloten heeft, adviseren wij u ook de stroom van uw router gedurende 30 seconden te halen.
    Ondervindt u problemen met uw digitale televisie?
    Volgt u de onderstaande stappen om dit te verhelpen:

    Stap 3: Haal de digitale ontvanger voor gedurende 30 seconden van de stroom en plaats deze daarna weer terug op de stroom.
    Stap 4: Zet de digitale ontvanger terug naar de fabrieksinstellingen en voer opnieuw een volledige netwerkinstallatie uit.
    Wij adviseren u om hiervoor de handleiding van uw digitale ontvanger te raadplegen.
    Kopieer de onderstaande link naar de adres balk van uw internet browser/Explorer om de handleiding van uw digitale ontvanger weer te geven:
    http://www.ziggo.nl/klantenservice/installatie-downloads/handleidingen/
    Onze excuses voor het ongemak.

    I performed this actions, but no result. First off I asked why they claim to have resolved the issue when clearly this is not the case. He tried to pin it on an individual case (again). I told him at least 3 people close by are still experiencing the same problems as before. He agreed it seems the problem is not individual but could not tell me on what base they decided to state that the problem has been fixed.

    To get it back to a collective issue again he told me to get more people to call (again).

    It seems we are in for a nightmare.

    Gr. Thijs
     
  10. Any news/hope after your last call?

    Still no group issue :sad:

    Gr. Thijs
     
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