Lost connectivity - entitled to refund

I have had a replacement gateway sent out in an attempt to fix the crap speed I get with Vivid.

I was not informed that I would be without internet connectivity after the device was shipped. I am now inconvenienced with my job due to having no internet at home for xx number of days.

I believe I am entitled to a refund for every lost day of connectivity AT A MINIMUM. Is this the case or do I need to escalate this?



Frosty-MODERATOR wrote 7 years ago

Getting some consideration on your bill is a possibility, but I'm not in a position to say conclusively one way or another as I'm not the decision-maker.

In such a case you would need to talk directly to Accounts and put your case to them directly. Given the problems and poor performance you have experienced, you should have a reasonable case.


antdoyle wrote 7 years ago

dont even think about the refund, the best youll get is bill credit. after 6 consistent months of pathetic speeds they offered me 1 weeks credit. so you have no chance! sorry mate!


Frosty-MODERATOR wrote 6 years ago

Just pointing out that there's a qualitative difference between "pathetic speeds" and "no service". In some cases I have investigated recently, people have complained bitterly about poor speeds and yet, upon investigation, I discover that they are managing to download GBs/day. Not saying that's you; just saying that I've observed this. But getting no service at all is quite different.


antdoyle wrote 6 years ago

And I'll point out that clocking up high amounts of data over a month is no observation of the standard of service. Sure, 200gb has come through my connection. What does that mean? Does it mean my Internet is fine and I'm lying to vivid for no reason like they are suggesting? No, it means that after 1am when everyone has gone to bed, any of the four people that live in this house are getting good speeds on torrents. Yeah I get 800kbps overnight, no that's not 'no service'. But what is 'no service' is me trying to load a website at 5pm and getting constant time outs, having to reboot 5 or 6 times just to check my emails. Having to tether an iPhone to use Skype THAT is no service. What good is having top speeds during witching hour? I'm in bed by 11pm.

Tell your people at vivid to log the times that the 'high amounts of data' are coming through. They would see a very interesting pattern in the graphs.

It's this lying and deceitful behaviour that is embarrassing vivid and showing them for exactly what they are - an amateur set up that's bitten off more than it can chew and is now struggling with the fallout. Boo hoo.

"we've given you a weeks credit and work on the tower should be completed by the end of the week." that's what they told me. 5 weeks ago. No change in service, so they gave me 4 months credit and gave me 3 weeks until the tower is fixed. 2 weeks pass, no change. Still bullcrap. What's the point in having 4 months credit? It's like winning a years worth of free empty chocolate wrappers.

If they can't handle the capacity, tough shit. Pay us out and ease the congestion. We will happily take the money from our tower refunds and go elsewhere.

I don't know why you bother with them. You are propping up the whole forum for them and taking their flak for them when it's obvious they are in the deep, no amount of mac addresses and rssi's and speedtest results will fix it. It's about time they acted responsibly and faced up to their problems instead of paying minimum wage to backpackers to keep talking crap to everyone over the phone.


Micky24x wrote 6 years ago

^ couldn't agree more!


Ryan wrote 6 years ago

Correct: Usage has nothing to do with performance. My performance is shit tonight as per usual (see below) but I may have downloaded/uploaded a couple of gig in the last 24 hours.

By the way, I was given one month refund of $79 from Vivid after making complaints. My "issue" is still being investigated and if not resolved will be requesting early termination of contract without penalty.

(the below is an example of 4G internet provided by Vivid - consistent for the past six months).

Test Date: May 5, 2012 22:36
Connection Type: Wifi
Server: Perth
Download: 0.25 Mbps
Upload: 0.92 Mbps
Ping: 74 ms

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