Polite but mis-wired
Both Duncan and Peter are polite. I contracted the company to put connectors on a Cat6a cable which was already run. The integrity of the cable has since been tested and found to be good. After the connections were fitted I raised a concern about the internet speed achieved - upload less than 1 mpbs. I was advised to contact my internet provider. The problem was that the connectors were mis-wired. £230 is a lot to spend on a miswired connection.
Reply from Digital TV Systems
Hi Sue, I have to respond as you have left many key details out of your unfair review.
You had work done by us 4 months ago, and only contacted us last week to say one of the connectors hadn’t been made properly and you had another company out to fix the issue and wanted all your money back from the original job.
The parts you neglected to mention are that the job was more than “just putting a connector on the end of a Cat 6a cable”. We also made an initial assessment visit and then a second installation visit where we supplied a wireless access point and set up the new network for you, so the mention of price should be more detailed to include these facts. It seems you are trying to mislead other customers to think we overcharge for simple jobs, when actually it was more complex and involved more equipment than you are trying to indicate.
The other thing you conveniently forgot to mention is that the only time you have ever contacted us since the initial work was the day after this installation. This call was to question the speed test you had carried out. I had advised you to check what speeds you were supposed to get from your provider, and that you needed to run a speed test from a hard wired computer and not over WiFi if you wanted to know the real speeds you were getting, as WiFi is not a reliable way of testing true speeds. You were told to do these things and let me know if you still had concerns and you did not come back to us, so the issue was deemed to be resolved.
The next contact from you was last week to demand all your money back, you have made no effort to contact us at any other time to report any issues, you haven’t given us any opportunity assess, diagnose or resolve the problem for you ourselves under our 12 month guarantee.
The description you gave me of the issue your other company found indicates the cable has been pulled or yanked damaging the conductor insulation inside the connector, exposing the bare copper and causing a cable short, not something that was an issue from installation as the cable was verified. This type of issue would have shown up if it was present at the time of installation, so it can only have been done at some point afterwards.
The fact that I will not refund you does not say anything about us as a business, we treat everyone fairly but we do expect this back. Failing to give us any opportunity to assess or repair the issue ourselves then giving us a 1 star review says more about you, than it does us as a business.