We came home this evening after a long weekend away to discover no service: internet, TV and phone all dead. The TV displayed a message to check the cables and wait 15 minutes, and otherwise to report the error with code 2020.
Customer Service could not tell us how long this outage has been going. I mean really, no automatic warnings, no history of when our Horizon box was last seen? Calling back I was told that there were three households impacted, one house number does not actually exist in our road. And since UPC graciously allow themselves 48 hours to fix problems, since this was now claimed to be a fault in the local line box connected to our properties the likelihood of an engineer being despatched on a Sunday evening is zero. This is rubbish customer service and what makes it worse is that I could not get the information in the first or even second calls. It took my checking the Local Log in my Horizon box to determine the time of the start of the outage and a third call when they finally admitted all of this.
Customer Service also had explained that they cannot proactively contact me with updates, and now when asked replied that they cannot get someone to call me during working hours tomorrow to explain why I should not simply cancel my contract and switch to Swisscom. So, UPC team, I challenge you - contact me, convince me if you think you can. Don’t bother calling me at home though as the line is down. My mobile will be just fine.