TV Decoder Issue Bouygues Telecom
Solved
Massi119
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Turone37 Posted messages 3 Status Membre -
Turone37 Posted messages 3 Status Membre -
Hello,
Since I subscribed to Bouygues Telecom, I've been having a major problem. As soon as I plug in the decoder, it says: "check that the ADSL light is fixed green and press OK to restart." The problem is that the light is on, but nothing works; on the decoder screen, there are 4 small squares.
I called customer service, and they did some manipulations like rebooting the decoder and the bbox, but nothing works; the result is always the same. Soon after, they transferred me to a technician who discovered that there is an alignment problem (they found this out because when they asked me to turn off the Bbox, I did, but on their interface, they can see that it is still on)
Days later, France Telecom took care of the problem, but the result is still the same; we do a "ping" test, and there is 100% packet loss...
And honestly, the customer service is driving me crazy; it’s always the same thing, and nothing is working. It’s been going on for 3 months now...
Please help me
Since I subscribed to Bouygues Telecom, I've been having a major problem. As soon as I plug in the decoder, it says: "check that the ADSL light is fixed green and press OK to restart." The problem is that the light is on, but nothing works; on the decoder screen, there are 4 small squares.
I called customer service, and they did some manipulations like rebooting the decoder and the bbox, but nothing works; the result is always the same. Soon after, they transferred me to a technician who discovered that there is an alignment problem (they found this out because when they asked me to turn off the Bbox, I did, but on their interface, they can see that it is still on)
Days later, France Telecom took care of the problem, but the result is still the same; we do a "ping" test, and there is 100% packet loss...
And honestly, the customer service is driving me crazy; it’s always the same thing, and nothing is working. It’s been going on for 3 months now...
Please help me
Configuration: Windows Vista / Internet Explorer 8.0
16 réponses
Hello everyone ;)
Thank you very much for your responses. I have good news, my decoder is now working normally.
It has been a very long journey since I joined Bouygues Télécom, and now everything is working well :D
The problem was on their end and with the network...
As you know, we called the technical support several times without any results... So we decided to send them a registered letter to explain the situation, and if they did not restore the TV service, then they were not respecting their part of the contract, which meant we could file a complaint against them.
A few days later, we received a call from a gentleman who works in the higher technical support at BT, who took the case personally.
After more manipulations, still without success, he told me to wait a bit longer, which lasted 3 months of really looking into what was going on.
Until one day I received a call saying there would be an intervention on our line and it should work now.
The day came and then... nothing, neither TV nor phone nor Internet, even after receiving a message confirming that the intervention was completed...
So I called Customer Service again, and they told me that everything was fine according to their system and that it was strange, then they decided to put me on hold; at that moment, I can tell you I was furious and told them that I had decided to leave BT...
With the threat, he took a moment to carefully study the entire system and then he told me I was right, nothing was working and they would take care of it. Sometime later, I received a message stating that the problem was still unresolved and they were taking care of it.
The next day, I unplugged everything and plugged it back in and to my great surprise, everything worked beautifully.
So the moral of the story is that you should never give up and insist until it works, even if you have to use the threat of switching to another provider...
Sorry this was a bit long, but I'm writing this in case there are others in my position who are still waiting.
Have a great day everyone ;)
Thank you very much for your responses. I have good news, my decoder is now working normally.
It has been a very long journey since I joined Bouygues Télécom, and now everything is working well :D
The problem was on their end and with the network...
As you know, we called the technical support several times without any results... So we decided to send them a registered letter to explain the situation, and if they did not restore the TV service, then they were not respecting their part of the contract, which meant we could file a complaint against them.
A few days later, we received a call from a gentleman who works in the higher technical support at BT, who took the case personally.
After more manipulations, still without success, he told me to wait a bit longer, which lasted 3 months of really looking into what was going on.
Until one day I received a call saying there would be an intervention on our line and it should work now.
The day came and then... nothing, neither TV nor phone nor Internet, even after receiving a message confirming that the intervention was completed...
So I called Customer Service again, and they told me that everything was fine according to their system and that it was strange, then they decided to put me on hold; at that moment, I can tell you I was furious and told them that I had decided to leave BT...
With the threat, he took a moment to carefully study the entire system and then he told me I was right, nothing was working and they would take care of it. Sometime later, I received a message stating that the problem was still unresolved and they were taking care of it.
The next day, I unplugged everything and plugged it back in and to my great surprise, everything worked beautifully.
So the moral of the story is that you should never give up and insist until it works, even if you have to use the threat of switching to another provider...
Sorry this was a bit long, but I'm writing this in case there are others in my position who are still waiting.
Have a great day everyone ;)
pierrododo
On just got informed that they didn’t know when everything would be fixed, it’s only been 2 days for me, it seems like a really big breakdown and I’m still worried that I might have to leave very soon, back to the paperwork again.
vidayo
Same problem for me since today.