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Internet and cable blues

July 30, 2011

Dear Sir,

I have a consultancy business which I run out of my home. I completely depend on the Internet to run my business. Over the last couple of weeks, my Internet has been intermittent so I arranged for a technician to come by my home to resolve the problem. He arrived last week Thursday and advised that the problem should be resolved and if not, to call Bermuda CableVision to arrange another visit by the technician.

Yesterday, Friday, July 30, whilst in the middle of working, I lost my Internet connection. I waited for a while and when it did not come back on, I tried several times to get through to Bermuda CableVision — as it was a public holiday I did not expect to reach a live person but was hoping to leave an urgent message in the hopes that someone would call me back so I could get the problem resolved and resume my work. The first source of irritation was that when I was prompted to leave a message, the automated attendant stated that the mailbox was full! I finally managed to reach a live person/answering service — I advised that it was critical my Internet be restored as I am right in the middle of working for a client and needed the weekend to do this work. The answering service individual was very polite and advised that she would report the problem to her supervisor. Of course I heard nothing back.

The next thing which happened was that cable went out! I called Bermuda CableVision again — was placed on hold because of course, “all customer care agents are busy with other callers — your call will be answered in the order it was received”. I now know the message by heart! I finally managed to reach the answering service again to report that cable was now out. I was advised by the answering service that it was actually an area problem and a message had been sent to the technician. I was also advised that although Bermuda CableVision is generally open on Saturday, it would be closed on Saturday, July 30, 2011! Now I do understand that it is nice for people to have a long weekend however, surely is it not critical to have technicians on call to address Internet and CableVision problems after hours and especially for people who run their businesses out of their homes?

My cable and Internet were both out all last night and this morning. I travelled into Hamilton this morning and when I returned, both my Internet and cable had been restored — of course I was very happy!

It is now 2.55pm and my cable has gone out again!

Where is Bermuda CableVision's customer service?

A FRUSTRATED BERMUDIAN

City of Hamilton

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Published August 02, 2011 at 7:00 am (Updated August 01, 2011 at 7:08 pm)

Internet and cable blues

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