Hi Daniele,
Thanks for replying.
I should probably have kept strictly to the facts rather than show my anger in my comment. I apologize for that.
Now everything is working more or less.so the situation is resolved. Although the upc tv still takes an age to start but this is an improvement since in the past it could hang forever.
I think one of your colleagues tried to phone via the call centre. Twice to-day and once yesterday. Usually I don’t answer an unknown non local number, especially if it looks like a call centre. I have become expert at recognizing call centre numbers since our household has been pestered by various scams. But I now know the number and will answer if he calls again. If it was you then the problem is now solved.
I think the problem you have at upc is a management issue. A well-managed company would have customer support as an absolute first priority. You can get away with some technical weaknesses if your customer support is excellent. In my case the installation of a new upc box which was initiated by upc, I did not make the request. upc did not inform me that, first it would take a few hours from installing the box before all channels were active. This was bad enough but I rely, very much, on the pc app so that my wife and I can watch different programs at the same time. I was not aware that it would take an additional 48 hours before the pc apps were usable. In fact, it took nearer 60 hours. If I had been informed this was going to happen, I would not have been particular happy but it would not have been the end of the world and would have been prepared.
There is one last point I really don’t understand. Most companies these days either have a chat service or an email system of reporting problems or putting questions. I image upc is, at the moment, overwhelmed with telephone calls. This community system is just too slow. You have replied to me 3 days after I had the initial problem. What was required was a few minutes.