Webroot mis-information

I purchased 2 laptops from the Stuart FL store (#881) back in September 2013, they both came with a free Webroot Secure Anywhere disc with 6 months subscription on each. I was advised at the time of purchase that I was able to use one disc for both laptops and then renew the subscription once the first disc ran out with the second disc. On the day the first disc expired I inserted the second one only to find out that had also expired. i have just visted the store and was told firstly by a "really interested" sales person there was nothing they could do, so did I want to talk to her Supervisor. I asked to do so, the person who came to the desk appeared to be the manager and when i explained the situation he clearly implied that I had not understood what I was told! He pointed out the label on the front that states "activated at purchase, install immediately". Well that does not state that it expires and why would I install 2 disks as soon as I purchased the item? I asked if he could identify who sold the products to me from the receipt, his response was "what so i can point her out and you go and shout at her". Really, this is a store manager?? My suggestion was that he take note of who the employee was and talk to them to provide additional training and awareness to prevent this happening again, he was not in the slightest bit interested. I am an Elite BB member so spend a reasonable amount each year, not anymore if this is how i am to be treated and talked to by a so called manager, great Customer Service !!

Hello bentoby,
I just bought a computer a few months back and as I want to keep it running in great condition, I realize anti-virus software is essential in making sure it stays protected. I know I’d be frustrated too if I was told my computer was covered for a year only to find the opposite to be true. Anti-virus discs like yours should be activated immediately at the time of purchase as we don’t have a way to activate them remotely when needed. It sounds like we didn’t relay this information to you though, and I’m sorry for the aggravation this caused.
We realize that there are areas in which need improvement, but without feedback like yours, we wouldn’t be able to identify those problem areas. When situations like this arise, it’s something we should want to hear about so that we may address them for the future. I appreciate you taking time out of your day to let us know about this, especially as your last store visit didn’t go as smoothly as we would’ve hoped. Please know that I’ve documented your feedback so we may use it as a great coaching opportunity for our company.
Nevertheless, I understand why the second disk wasn’t necessary right off the bat as each disk of anti-virus you received has a 3 user capability. I want to discuss this further with you so I’ve sent you a private message that may be viewed by logging into the forum and clicking on the envelope in the upper right-hand corner.
Thanks for posting!
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Similar Messages

Being mis-informed / lied to when contacting BT li...

I wondered is it just me...I have been in contact with the live asistance to discuss issues, was promised by them I was entilted to a new router power supply...it never arrived.
I chased this up, was then told I was not entitled to the supply, and as I was outside a certain period, I would have to pay for a new router to solve this problem!!! The only way I get out of this is to then renew with BT for 12/18 months - to get a new router.
What I had asked for the first time, I was well within the required period to have a replacement router. As I was lied to, I am left asking why I was treated this way!!!
The staff on the lie assistance were appalling.... has anybody else had issues? I had even complained the week before last, and this seems to have also been ignored as well. Delightful customer service.

Is it fair to accuse BT of "lying" to you? That suggests that whoever told you that you were entitled to a new power supply was deliberately misleading you, when the chances are that they weren't - they were most likely either simply mistaken, or some backroom error meant that you didn't get sent the PSU. These things happen; they are regrettable, but it doesn't mean that the company involved is being actively dishonest.

Contract mis-sold. Terrible customer service from a supervisor-no clear way to make a complaint

After being a good customer for a year and a Verizon Wireless customer for 5 years, numerous issues with Verizon Fios have surfaced.
1) Representative totally mis-informed about the contract
When I took out a contract with Verizon FIos a year ago, I had not wanted to have a contract because they only option available was for 2 years and I knew that the lease for my apartment was only for 1 year and in all likliehood I would be moving. I was told by the representative that there would be no problem if I took out a 2 year contract because I could simply transfer the existing contract to wherever I moved with no issue.
Fastforward a year and I'm moving, call Verizon to make the transfer and i"m told, that actually i'm effectively cancelling my existing contract and re-starting as a new customer. This means that my bundle has gone up $10 a month and I would have to start another 2 year contract.This completely contradicts what I was told a year ago. I would never have taken out the 2 year contract if I had known this.
2) Terrible customer service from someone who is a supervisor
This morning I spoke to a representative and after she said she couldnt address my concerns about being mis-sold the contract, I asked to speak with a supervisor. How he handled the call was incredibly unhelpful and rude - I dont understand how someone at a supervisor level can have that kind of attitude. First he tried to indicate that it was my fault for not being clear with the representative last year (before he knew the full facts), he did not take show any recognition that being mis-informed about a contract is a significant issue. When I asked him how to make a complaint he told me to go to verizon.com/contact. I did this while I was on the phone with him and told him that there was no clear way to make a complaint, I was told "I am a supervisor, I cant sit here on the phone with you and take you through it step by step" - I was not asking for step by step help, I assumed that as a supervisor he would know which wa the right section to click on. He then basically made it sound like I was an idiot and I was told that every other customer seems to find it intuitive (which judging by other comments on this forum about the contact piece of the site is not actually true).
3) Impossible to file an official complaint through normal channels
There is no email address to which you can send a complaint (according to the team on the phone). On the verizon.com/contact page, there is no option for making a complaint. When you type in a question about making a complaint nothing comes up. This seems ridiculous and makes it seem like Verizon is not interested in hearing customers feedback.

Hi customer11201,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Slow Speed - Mis-Selling Story

I join BT recently on Option 3 unlimited.
Bit of a starting fiasco with wrong dates, two hubs arriving etc etc.
Settled down and was getting 3.2Meg download on an 'up to' 8Meg line.
Friend a couple of streets away gets just over 6Meg so called BT, first mistake.
Told I could have my line prated from 8Meg to 20Meg, needed some changes at the exchange and I would get a much better speed.
3weeks and 10 calls later, support established a line fault and engineer visit arranged.
During 3 weeks, told several stories including my ip profile had been set at 14.78Meg.
Engineer came tested my wiring, visited the cabinet in the next street and concluded.
I will never get more then 5Meg
It was 20Meg at the exchange, 7Meg at the cabinet and 5 at the house.
Seems only way to get near 20Meg is move into the exchange.
How far from the exchange am I, just 2km or 1.24miles !!
Angry & Frustrated at BT.
Poor support, mis-leading information from several different support folk.
Over selling broadband services, trying to get you to buy Infinity fibre optic, and get the old copper cables in the street replaced at your cost not BT's.
I understand about distance from the exchange, line quality etc etc.
But if you say' up to' 20Meg then this should be the average most people get, not what it can do theoretically, or at the end of a fibre optic cable in the exchange.
If I buy a 2.0l car that can do up to 80mph but I only get 20mph out of it, I am going to be angry and disappointed.
Mis-sold broadband - you bet
Will it get any better - no, not until the street cabinets or your house is cabled with fibre optics.
Should I have gone to Virgin or Sky - YES

rayr wrote:
Points taken.
BT engineer told me Infinity is fibre optic to the cabinet but copper cable to the house remains so removing some of the signal loss from exchange to cabinet. CORRECT
BT technical support told me they put fibre optic to the house.
Usual mis-information from BT. No BT do offer a fibre to home in some areas TWO options fttc and fttp
How are you suposed to make any sense or rational decision based on conflicting information.
All published speeds are estimated, (3 to 7.5 for my area) and according to the BT engineer are not totally reliable as each house can have different cabling issues. Even those next to each other can vary.Yes even internal extentions can be the cause ot that and they are not bt's responsibility
That's why they say 'you will get the best speed for your line'. Correct as do other isps
Using the car analogy you can at least test drive a car and if it does'nt do 80 mph as promised, dont buy it!
With BT they sell 'up to' 20Meg as it is good marketing and looks similar to Virgin/Sky.Sky use the same bt copper pairs as do BT and other isps
They can clearly tell you the speed at the cabinet, so why not be totally honest and when someone enquires tell them ' the speed at your nearest cabinet, 500yds away, is 7Meg'
We can all guess the reason why they do not do this.
So it is mis-selling, they know the speed at the cabinet but still sell 'up to 20Meg'. CORRECT the statement UP TO is used again as all other isps state not just BT
We have cable in the street and Virgin bombard me with offers every month, wish I had taken them now!
Only my loyalty to BT made me stick with them, not any longer.
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

INCORRECT INFORMATION ON 6230i

Hi all 6230i users.
I would like to point out to anyone who thinks they know what they are talking about concerning the nokia 6230i handset to please have thier facts CORRECT before posting any comments on this forum.
Updating handsets using NSU is not dependant on the dct version regardless of what or who has stated to them.
Updates for 6230i and most other handsets are at the moment being developed and tested for release and will not require anything other than the required data cable or plenty of credit if the handset is to be updated over the air (ota).
I too wait for a firmware/software for the 6230i and refuse to pay for it at any service centre as I have paid more than enough for this handset and see that I shouldnt need to pay for nokias problems..
SO PLEASE PLEASE PLEASE EVERYONE GET IT RIGHT READ AS MANY POSTS ON YOUR SUBJECTS AS POSSIBLE BEFORE TOUCHING THE KEYBOARD AS INCORRECT INFORMATION TYPED BY YOU WILL LOOK STUPID .
This forum has been aimed at the general public of this world to be seen as helpfull and sometimes informative with as little negatives as possible.
Mis-information is not only unfair but dangerous ..
Madmick

Along with Tom's books I think I will consider recommending another in future ......

Lost iPod Touch - need some information

Hi all,
I've potentially lost my iPod touch (it's either in a friend's apartment or completely lost), so I went and changed all my passwords for Gmail, Facebook and a few other things. There tends to be a lot of mis-information out there, so I'm hoping folks can answer some questions.
1. If I change, say, Gmail, it doesn't automatically update it for the e-mail app on the iPod, correct? I would have had to change it throuh the settings.
2. Will changing the log-in deny anyone from seeing anything or will they be able to poke through e-mails that had already been loaded prevously?
Thank you!

Ugh, that's what I was afraid of. And I didn't (because for some reason, this never occurred to me). I think it's time for plan b - to reset my password to what it was, go in and delete / remove any of those e-mails that I'm worried about and leave it for about two weeks. So if anyone does have it who shouldn't ends up going through my e-mail, it'll update and remove things.
Thank you!

SWPM - System Copy - Assertion Failed Unable to load database

Hello again,
(already the next question form me, sorry for this
I am executing a sysetm copy (DB-refresh) on ASE using SWPM.
However, in "Configure Components" step I get the error: Assertion failed. Unable to load database <SID of Target Sysetm>.
Where else can I check for errors?
I think it is still something on which I already worked (with other thread).
In sapinst_dev.log I found this
TRACE 2015-03-25 11:05:00.320
SAPInst calls the LogInquirer. The output of the LogInquirer can be found in file sapinst_loginquirer.log.
TRACE 2015-03-25 11:05:06.122 [iaxxgenimp.cpp:638]
 CGuiEngineImp::showMessageBox()
<html> <head> </head> <body> An error occurred while processing option SAP Enhancement Package 1 for SAP N
etWeaver 7.3 > SAP ASE > System Copy > Target System > Standard System > Based on AS ABAP > Database Refresh or M
ove( Last error reported by the step: Assertion failed: Unable to load database <SID>.). You can now: <ul>
<li> Choose Retry to repeat the current step. </li> <li> Choose Log Files to get more inform
ation about the error. </li> <li> Stop the option and continue later. </li> </ul> Log files are written to /t
mp/sapinst_instdir/NW731/SYB/COPY/SYSTEM/STD/AS-ABAP/REF. </body></html>
TRACE 2015-03-25 11:05:06.124 [iaxxgenimp.cpp:1031]
 CGuiEngineImp::acceptAnswerForBlockingRequest
Waiting for an answer from GUI
In sapinst.log I found this:
ERROR 2015-03-25 11:04:59.573
FCO-00011 The step syb_step_setup_preload with step key |NW_ABAP_DB_DBRefresh|ind|ind|ind|ind|0|0|NW_ABAP_DB|ind
|ind|ind|ind|0|0|NW_CreateDBandLoad|ind|ind|ind|ind|createdbandload|0|NW_CreateDB|ind|ind|ind|ind|createdb|0|NW_S
YB_DB|ind|ind|ind|ind|SYB_DB_CONTEXT|0|syb_step_setup_preload was executed with status ERROR ( Last error reporte
d by the step: Assertion failed: Unable to load database <SID>.).
INFO 2015-03-25 11:04:59.772
Creating file /tmp/sapinst_instdir/NW731/SYB/COPY/SYSTEM/STD/AS-ABAP/REF/__instana_tmp.xml.
INFO 2015-03-25 11:05:00.307
Removed file /tmp/sapinst_instdir/NW731/SYB/COPY/SYSTEM/STD/AS-ABAP/REF/instslana.xml.
INFO 2015-03-25 11:05:00.308
Creating file /tmp/sapinst_instdir/NW731/SYB/COPY/SYSTEM/STD/AS-ABAP/REF/instslana.xml.

Hello Kiran,
I did a few tests again yesterday, and it was really a stupid mistake from myside.
The error message did mean, that there wasn't enough space.
It isn't the authority issue, it was a leak of space.
FYI, the complete DB-Size of Source System is required - NOT JUST RESERVED SPACE!!!
Thx for help and sorry for stealing your time :O

Anyone know how to contact anyone in Verizon headquarters? Since I'm not getting anywhere with Customer Service

I'd like to express how unsatisfied we have been with Verizon on an issue that has been ongoing now since March 14, 2014. It involves an upgrade on one of our lines. After all these months, phone call with customer service, Tech support, and visits to a Verizon stores, I would hope that there are ample notation on our acct but since I've had to explain the situation on a bi-weekly time frame, I would assume that no one has documented any contacts.
We've been with Verizon for few yrs now and I have always been very satisfied with Verizon who, up until now , always provided excellent customer service in their knowledge, concern, and customer satisfaction. But I have to say, every positive outlook I've had with your company has been wiped clean with the worst service we have received in the last few months.
We upgraded my daughter's phone on 03-14-14 with a Samsung Galaxy Mini from an Iphone 4s. Within 24 hrs, the phone failed. After 2 visits to a Verizon store the next day which took 6 hrs, we still had to return the next day to speak to a manager. The 2 stores advised us to make a CLAIM on the defective phone thru our insurance plan with Verizon. A CLAIM on a 24 hr old phone!! A 3rd visit with a manager finally convinced him to replace the phone with another new phone at the store. Within 2 weeks - issues began to occur with the replacement phone. Several visits more, several calls more with Customer Service, several calls more with tech support which adds up to soooo many of our time taken up to simple have temporary "fixes" is outrageous. If I billed Verizon for my time, perhaps the situation would have been resolved more quickly. Each visit lasts approx 2 hrs, each phone call approx 1-1 1/2 hrs. We are talking at least 2x a month for the course of 5 1/2 months. Plus the time it takes to get the phone back to where she needs it - contacts, apps, internet.
Not once were we offered a new phone or replace the phone. Not until today. Replace the phone with the same phone that my daughter has grown to hate. So basically a 3rd phone - same phone. She is not interested in this phone any longer. She dealt with this phone model for far too long.
Today we were offered to replace the phone with same phone, or pay for a refurbished Iphone 4. So basically she would be going back to her original Iphone 4s before the upgraded WITH a cost. So her upgrade was wasted, we'd paid over $200 for a defective phone, and would need to pay for an even older model Iphone 4 and have to pay for it. Why wasn't she offered a different phone within those 30 days after the upgrade and 6 visits?
Every rep at the stores, every rep in tech support would provide a different reason for the issue. Finally, tech support advised not to download apps. WHAT GOOD IS A SMARTPHONE IF YOU CAN'T HAVE APPS??? We are talking about a 20 yrs college student who attends school in another state. Do you know the trouble she has to go thru to visit a store? To find 2 hrs between being a full time student with 2 jobs to sit on the phone with a tech support or go to a Verizon store? Once-ok Twice-maybe BUT for 5 months?
She's not eligible for an upgrade. She will be stuck with a phone that she had grown to hate. And I with customer service which I've grown to hate.
Finally, The Edge. Trying to find a way to make my daughter happy, I spoke with 4 representative today about the Edge. Each rep gave me 4 different information. 1st rep advised Edge phone could not be used on another line so I could not use a line eligible for the Edge and give that phone to my daughter since she isn't eligible for the Edge. 2nd rep advised that although new phone thru edge must be used by same number that it was eligible for, we could use the current phone o that line for my daughter. My son currently has an Iphone 5 and is eligible for the Edge early upgrade. He would not have to return his Iphone 5 so my daughter could use it. However, all the lines would have to go to the More Everything Plan and share the Data between all our phone lines. 3rd rep advised the cost would almost double from our current $358 to go to the More Everything Plan so suggested to have 2 accounts vs just 1. 4th rep advised not every line needs to go the More Everything Plan, we could not keep the current phone, and my daughter could get a replacement phone but same phone or made exception to offer the Edge early upgrade to my daughter but only after we go thru the replacement program because the phone we send to Verizon has to be in good working order/no defects.
After 5 1/2 months, it is now Verizon that is indicating that we have a defective phone and can't accept it thru the Edge program or we would get billed approx $299 for a defective phone. After 5 1/2 months of me calling in about a defective phone that not one rep replaced because they "fixed" the problem ( by the way, a temporary fix is not fixing, if it was fixed I would have made those calls today or writing this email), I am now being told her phone is defective. She advised to get a replacement phone first, return the old phone, activate the new phone, then call in to get the Edge early upgrade. So my daughter would have to do all this, plus add contacts back, apps and whatever else she needs to use her phone just to turn around a couple weeks later and do it all over again with the new phone thru the Edge program. Once again, we are the ones having to be inconvenienced and go thru all these steps. Did I mention she is going to be studying abroad in Italy beginning Nov? So the idea of having to wait 2-3 weeks for a new phone and having only a week or 2 to test the phone to make sure it's working properly before she's out of the country doesn't sound appealing to me. Verizon has made us have a defective phone for 5 months advising it's in good working order after each and every "fix" but Verizon will not accept that phone if returned in the same condition as a phone in good working condition. Do you see the irony in that?
I have reached my limit and after 5 yrs of my brother in law trying to convince us to switch to AT&T where he works in their Corporate Office, I can honestly say I will not be sad to leave Verizon. Especially when one of your reps simply provided me with the contract end dates to provide to AT&T because they offered to buy out our contract. No effort in customer retention what so ever. That was a phone call on Thursday.
And yes, one of your tech reps tried to convince me of all the hassle it would be to switch and time AT&T would take to buy out our contracts but honestly it was the pot calling the kettle. I am not in the position to discuss hassle and time after 5 months of getting that with Verizon. Did I mention it's my brother in law so we would be getting special treatment and no out of pocket expenses to switch. It was my loyalty and satisfaction with Verizon that has kept me from switching all these years. Something Verizon clearly does not appreciate.
So can you guess where I am with confidence that your customer service department is knowledgable about the plans/offers? Where I am that I can trust what I'm being told?
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.

Jneklason wrote:
~snip~
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.
I hate to tell you this, but you didn't write an email. You wrote a discussion post on the Verizon Wireless Community forum which is a public peer to peer forum. Unfortunately since you didn't mark your post as a question, the VZW reps that roam this community won't ever see your post. Before you re-post it, don't. Duplicate posts get removed from the community.
I see there were several missteps both by the reps and yourself in your post. First you should have insisted on returning the phone within the 14 day return policy period. Second which Samsung Galaxy mini model did you purchase? The S3 mini or the S4 mini? Did you do any research prior to deciding on this device. The reps at that time deflected the easiest course of action, by trying to get you to replace the phone under insurance instead of returning the phone. The Early Edge payment option requires the current phone on the line using the early Edge must be returned to Verizon Wireless. Did you once considered going to a third party site like Swappa to purchase a gently used device for your daughter?

Running 3 displays on a Mac Pro with a single ATI Radeon HD 5770?

Hi all,
I am trying to run 2 19" widescreen monitors with VGA connections and a Sony 32" tv simulantaneously on my Mac Pro. Was wondering if anyone could offer some knowledge on this highly discussed topic...As far as I am aware the main problems that seem to arise with other users on similar forums when trying to do this is the mis-informed use of passive adapters as opposed to active adapters. Is this correct, or is there more to consider here? Do I need to buy a second HD 5770?
After some research here is my proposed setup:
Monitor 1: ACTIVE mini displayport to VGA adapter
Monitor 2: ACTIVE mini displayport to VGA adapter
Monitor 3: DVI port to HDMI cable
Should this solve my problems?
The active adapter that I am looking to buy is this:
http://www.accellcables.com/products/DisplayPort/DP/mdp_vga.htm
Hope someone out there can be of some assistance,
Thanks,
Stefan.

That setup should work. I believe all mini-displayport (mDP) to vga adaptors are considered as "active". I know that apple documents that their adaptor is considered active (see note in this doc). So you satisfy the requirement of having two active adaptors to support three monitors on a 5x70. And I think the Accell one you linked to is also fine.
Note, that while your setup will work to drive the video to the two vga's and HDTV's, you still need to address how to pass audio to the HDTV. DVI does not support audio. If you aren't interested in passing audio then you can ignore the reast of this post.
In my setup with a 5870 I have a vga monitor going through one of the apple mDP-to-vga adaptors (that counts as one active adaptor). I also have a 2010 27" apple LCD monitor which of course connects directly to the second mDP (no active adapter so I still need a another). And like you I want may HDTV connected to the DVI. So to satisfy the requirement of a second active adaptor, and to also avoid having to pass analog audio cables to the TV (which you have the option to do with your setup), I chose to use the following device with satisfies the requirement of an "active" adaptor.
DVI & S/PDIF Digital Coax/Optical Toslink Audio to HDMI Converter
This allows me to pass the DVI and TOSLINK (digital) audio to that converter and string a single HDMI cable to my HDTV. Works perfectly. The only thing about that converter is it's limited to 1080i, not 1080p. I don't care, couldn't tell the difference anyway on a 32" HDTV.
Finally, to go along with all this I use SwitchResX which allows me to set up multiple monitor configurations. So I can enable the TV when I want to use it from my computer and disable it when I don't. And I can switch the configurations with a menu or hot-keys. And with a little applescripting which you can add to SwithResX configurations I can even switch the audio from my computer to the TOSLINK, i.e., switch between my computer speakers and those attached to the TV.

Crazy usage

My BT Infinity 1 plus Anytime Calls package (usage limited to 20Gb) went live on 2nd Feb. According to BT, since then I have managed to exceed my 20Gb and I don't believe it.
I used to use a program called Netmeter to monitor my usage when I was with TalkTalk on copper and my monthly usage never exceeded 6Gb. Ok, this was only monitoring internet traffic between my PC and the internet and usage such as Skype and Smart TV traffic was not seen by Netmeter, but I only infrequently use my TV to accesses iPlayer and Skyping, at the time, was negligible. On this basis I thought 20Gb was more than enough.
Information (or is it mis-information) from BT has done nothing to resolve this.
My Bill shows:
Usage since 03 February 15:£0.00
Last updated: 07 February 15 at 08:07However, viewing my broadband usage shows my usage from 1st Feb to 6th Feb as being 2.89Gb over my 20Gb allowance. Why doesn't My Bill show the cost for this excess?
Then selected Usage & Analysis followed by Broadband. Selected Date Range and entered From 02/02/2015 To 08/02/2015. This resulted in the message:There was no chargeable usage in that period
Totally confused at this stage so phoned BT support. The guy I spoke to was able to give me the traffic figures for each day I have been connected. When I asked why I, as a customer, could not see these figures by entering each day into to Date Range on Usage & Analysis, his only explanation was 'it takes 48 hours for usage figures to be updated'. If this was true, how was it that he could see the figures?
Looking back over my internet activity since BT activation I have spent:
several hours online each day, mainly browsing with a few relatively small downloads plus a bit of viewing on YouTube etc.
roughly 2 hours viewing BBC iPlayer on my (not so) Smart TV
2 hours 10 minutes on a Skype call to NZ.
I could be wrong but this, to my mind, doesn't add up to anything like 23Gb.
My questions are:
am I wrong about the traffis generated by the above activities?
should BT be providing their customers with accurate and up-to-date usage figures plus the costs for exceeding this usage instead of the confusing and contradictory information it is providing at present
my PC had 2 ethernet adapters. It should be possible to route ALL my LAN traffic through one adapter and only have the WAN connected to the other adapter via HH5. That way I can use a Network Monitoring tool to track all usage. Has anyone done this and, if so, could thay post how they did it?

this is BT help page http://bt.custhelp.com/app/answers/detail/a_id/32957/~/what-happens-if-i-go-over-my-broadband-usage-...
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Who holds Verizon employees and management accountable and where can I file a complaint.

I feel that writing this letter is a waste of time, but I feel the way customer service reps (not all) as well as their managers (again not all) need to held accountable for lies and disrespectful business practices they place on loyal customers. This is a long and confusing issue, but in as short as possible, I have been a loyal Verizon Wireless customer for several years. This past September 2014, I along with about 200 other loyal customers waited for several hours in anticipation of the IPhone 6 being released outside of a big box Verizon Store located at 7790 Montgomery Rd, Cincinnati, OH 45236, phone number (513) 984-9939. Because of my early arrival, I was number two in line and number two to enter the store once opened. At approximately 7:30 a.m., Verizon Store employees and an unknown woman claiming to be a manager came from the store with flyers in hand and explained the purchase process. She advised customers were able to buy a maximum of three phones, but could only buy one phone at retail price without contract. I informed the manager that I was not eligible for an upgrade at the time, as my wife and I still had about a year of service left on my current contract. At that time I was told “too bad, there are a lot of customers here for the same thing, and if you want the iPhones you will have to add two lines of service.” I had about $2000.00 in my hand willing to pay full price for phones and have them swapped out for my current devices and was told “too bad.” Well after waiting in line for the amount of time I had, I pretty much had no other choice, entered the store, and paid for two new lines of service in order to get two IPhone 6 plus devices with 128 gb of storage.
Immediate upon returning home, I contacted Verizon customer service (phone call one 9/19/14) and requested to terminate both lines, and move the IPhone 6 plus phones to my original lines. Upon explaining the situation to the customer service rep, he was confused as to why I was told I had to open two new lines, but complied. Later in the night, I had realized service was still not activated on the lines after switching the IPhone 6 plus to my original numbers and call customer service again (call two 9/19/14). After explaining the whole situation over again, I was again informed that the store was wrong and should not have made me add two new lines. This customer service rep informed me of the cancellation fees ($350.00 per line x 2), which I told her I was aware, and had planned to pay $950.00 per phone originally so had no problem paying the termination fee. The customer service rep again told me that all had been completed and the lines would be turned off.
On Saturday September 20, 2014, I signed on to my Verizon wireless.com account and saw that I still had two lines (previously told were shut off) still active on my account, with no phones associated with the numbers. Again, upon contacting customer service (call 3 9/20/2014) I had to explain the entire situation all over. At that time I was advised by the customer service rep, that because I was not returning the phones and just wished to pay the termination fees, that I would need to wait until after 14 days of service to call in and cancel the lines, and also have to request a refund on the activation fees (should be waived if canceled within 72 hours of activation) and any service charges associated with having two lines with no physical phones actually being attached to them. At this point I thanked the customer service rep and was informed that all notations to the account were visible in the account to anyone I spoke with.
Friday October 3, 2014, I again contacted Verizon customer service (call 4 10/3/2014) to cancel these lines. Upon explaining the situation again to the customer service rep, I was informed the store I got the phones from (A VERIZON WIRELESS OWNED STORE) had lied to me in that I needed to add lines. At this point, the female representative informed me the activation fees would be waived, along with any other fees, and the lines were cancelled.
Saturday October 4, 2014 I again logged onto my Verizon Wireless.com account and saw that the lines I was told had twice been removed, were still active and alive with no physical devices actually being associated with the lines of service. AGAIN, calling customer service (call 5 10/4/2014) I spoke with a gentleman and expressed my frustrations as to being misinformed several times thus far. At this point, the customer service rep, after keeping me on hold for about 45 minutes, returned to the phone and advised my that the lines were set for cancelation, but not until my next billing cycle, and that I would need to call in again once all service, activation, and whatever else charges were put on my account to have them removed. During the conversation, (without me asking for a single thing at any point during the conversation except just to have the lines turned off and refund the fees) The customer service rep informed me that he was sorry and his manager was sorry for inconvenience that VERIZON had caused me, as a small toke of VERIZON’s appreciation, VERIZON would waive any and all fees associated with the two lines I was forced to add, to include any and all early termination fees. Again, I never once asked for anything, but was offered by VERIZON employees and a VERIZON manager. I was also informed that when I did call back in, the next customer service rep would see all of these offers in my account notations and would comply.
Tuesday October 7, 2014, I was able to view my bill and had observed the added charges associated with account activation, and lines of service. At that point I again called Verizon customer service (Call 6, 10/7/2014) to have these charges removed. Upon calling and AGAIN explaining the two weeks of hell VERIZON had caused me, I was again apologized to, and informed that the last customer service rep had notated everything as I had explained and was informed and exactly quoted by the representative from VERIZON “We are nothing without our integrity at VERIZON, and VERIZON told you we would waive all of these fees (as notated in my account) VERIZON will stand by our word.” At that point, I was told I would need to be placed on hold as the charges and fees were large (about $263.00 in service fees and $700.00 in early termination fees) it would take a while for the customer service rep to work with his manager to have these charges removed (and in the case of the ETFs, not post to the account at my next billing cycle). After one hour of sitting on hold, I was again in contact with the customer service rep and told, he and his manager had put in for every single refund and credit, the VERIZON MANAGER had approved all, but one final approval was needed which may take a day or two. AGAIN all of this is notated in the account as to offers and promises made by VERIZON wireless employees and managers, and again I had NEVER asked for a single penny refunded, but was offered. I AGAIN was completely willing to pay for the phones and the ETFs without problem, but was again and again offered such refunds and credits by VERIZON employees.
Wednesday October 9, 2014, because of the continual misinformation I have been given by VERIZON employees, I contacted VERIZON customer service again (call 7, 10/9/2014) to check on the status of the credits and refunds. At that time, I was informed, that many of the credits had been approved, but both ETF fees were denied and would only be refunded if I returned the devices. As frustrated and confused as I was, I calmly explained every single thing that was offered to me again by VERIZON and was confused as to why a MANAGER for VERIZON would offer such things and then they would be denied. The female customer service rep informed me that she was unfamiliar with the situation, would message the male customer service rep and or manager I spoke with on October 7, 2014 and have them reach out to me to explain. I was also told I would hear from them within a “few hours.” This call was placed at about 9:00 a.m., and by 6:00 p.m. I had still not heard anything back from VERIZON. At that time I again called VERIZON customer service (call 8, 10/9/2014) and spoke with another customer service rep. Again for the 8th time explained the entire VERIZON lying situation, and was told that he (VERIZON representative) saw was I had been offered several times (refunds and credits) in the account notations and “too bad, VERIZON does not offer refunds or waivers of ETFs.” At this point in the conversation, without completely cursing out the representative, I asked to speak with his supervisor and was turned over to another supervisor to speak with. Upon speaking with the supervisor, I was informed (for the first time) that although VERIZON WIRELESS employees / MANAGERs had offered me refunds of ETFs, WHICH WAS DOCUMENTED NUMEROUS TIMES BY VERIZON in my account details, VERIZON simply could not waive these fees. I again informed the manager that I didn’t care about the fees and was willing to pay, but I was tired of being LIED TO. At that point in the conversation, I was again apologized to over and over again and as a token of apology from VERIZON, he a VERIZON MANAGER offered me a $70.00 bill credit in order to help with the ETFs. Again, I never once asked for anything, but was offered time and time again from VERIZON EMPLOYEES and MANAGERS. I thanked him for his offer and the call ended.
October 10, 2014 (AGAIN after repeatedly being lied to contacted VERIZON customer service to check on the status of my credits (call 9, 10/10/2014). At that time, I spoke with a female representative and again explained the entire dilemma caused by VERIZON. Again, I was apologized to countless times and was informed that a bill credit for $70.00 was pending as I was informed on the previous night by a VERIZON WIRELESS MANAGER, but she did not have access to see any further details. After again apologizing countless times, the customer service representative seemed to be frustrated that I had been treated so negatively and informed me she was going to address this with her manager. Upon her return to the line, and again without ever asking for one single thing, the VERIZON representative with her VERIZON MANAGER offered to meet “half way” with regards to the lowest ETF fees associated with my accounts and provide a $235.00 bill credit to help me and as a token of “sorry for VERIZON’s screw up and constant lies.” I was also told I would be contacted by her manager within four hours at approximately or before 2:00 p.m. 5:00 p.m. on that same date, after not hearing anything back I again called VERIZON customer service (call 10, 10/10/2014) spoke with another customer service rep and told her the entire story over again. I told the rep I wanted to speak with a manager right at that moment and was placed on the phone with a woman named Linda I believe. Linda informed me that the credit I was previously told I would be given earlier on that date was rejected and I would not be given it. Again without completely going nuts, I calmly explained my complete disgust with VERIZON and the constant lies I was being told. Again after countless apologies from another VERIZON MANAGER, she politely explained to me again the whole VERIZON cannot offer such refunds or credits associated with ETFs and was appalled that anyone in VERIZON would offer such things knowing they could not be given. While working with her, she informed me the best solution to saving money was to cancel my original phone accounts and keep the two new lines that were pending deactivation, which would result in a $250.00 reduced ETF as opposed to a $700.00. I agreed based on her advice without argument and was informed it may take a few hours for the new numbers to be placed back on the IPhones. Two hours later, my phones still not turned on, I contacted VERIZON again. I had also noted that every single bill credit previously applied to my account was back on the account. At this point being as furious as I was, I again called VERIZON WIRELESS (call 11, 10/10/2014) demanded to speak with a MANAGER and was placed on hold. After waiting for an hour on hold (no exaggeration) the customer service representative returned, apologized for everything including the wait time, and placed a male MANAGER on the phone. After explaining the entire three plus week VERIZON lying dilemma, which he was able to see in the account notes where every VERIZON employees acknowledged the misinformation of the previous employee I had spoke with, he again apologized and explained that I did not lose the bill credits, but because two lines had been canceled, the credits were instead applied to my unbilled ETFs, and they would appear on my next bill. He also informed the SIM cards in my devices would still require more time to activate and that they should be turned on by 7:00 a.m. the next day.
While doing research on the SIM issue, I found that VERIZON policy was immediate and SIMs would not require rebooting time to come out of I believe it is called “AG” or “aging” status. Again contacting VERIZON customer service (call 12, 10/10/2014) spoke with a female customer service agent, who actually looking back was the only one not to represent falsehoods or lies, informed me that because the SIM cards were previously associated with cancelled lines, I would need to go to a VERIZON wireless store and get two new SIM cards. At this point in the day it was about 10:00 p.m. and all VERIZON stores were closed for the day. With no choice in the matter, I agreed, and asked just out of curiosity, on the status of the$70.00 bill credit, I was promised on October 9, 2014. At that point the rep informed me that she was able to see that the VERIZON MANAGER had notated and put a credit request in while I was speaking with him, but then immediately cancelled his own request and closed the situation immediately following the completion of our call. I believe at this point in the entire situation I was so fed up this did not surprise me whatsoever so who could I complain to. The very nice customer service representative again apologized for the continued lies I was told and offered me (not a bill credit), but a data GB credit for 12 months (again without me asking for anything). In her own words “I do not want to promise you the world and then lie to you and get your hopes up thinking it will happen as has happened to you numerous times.”    I truly appreciated her honesty and her acknowledgement of the complete disgusting actions by previous VERIZON employees and MANAGERS.
The next day October 11, 2014 I drove with both IPhones to the Verizon big box store, explained the entire story to the employee, was apologized to for a 20 minutes, the manager came out and apologized as well, GREAT CUSTOMER SERVICE! The store is located at 2028 Florence Mall Rd, Space 1139, Florence, KY, (859) 746-3790 (Manager was great so was employee). Never once offered me anything to make up for mistakes VERIZON had made in the past, which I really didn’t care because I never asked nor expected anything, but were truly grateful for my service (I am military and a Federal Law Enforcement Officer) and truly apologized for the actions of the Verizon Sore in Cincinnati Ohio (Again the manager stated the manager at the Cincinnati store lied), and especially apologized for all the lies and mis-information given to me over a three plus week time period.
            Finally, October 15, 2014, I log in to my Verizon wireless account to view my features and reactivate VERIZON’s high definition calling features and see that since September 19, 2014 (original date I purchased the IPhones) I have been charged for Verizon Cloud storage. I HAVE NEVER AGREED TO THESE SERVICES, NEVER REQUESTED THESE SERVICES, NEVER EVEN NEW THEY WERE THERE!!!! Again had to call VERIZON for the fraud and lies they are perpetrating on a daily basis, COMPLAIN to another customer service rep (call 13 10/15/2014) in order to get the fraudulent charges removed from my bill.
Conclusion
            Here I sit writing this long complaint that no one in VERIZON will ever be held accountable for, no one will answer for the lies, mis-information, and disrespect employees and VERIZON MANAGERS perpetrate even though each lie was documented by VERIZON in account notations, and no one will be accountable for the lies the retail stores tell in order to increase their QUOTA to activate a certain amount of new lines per month. I am utterly disgusted with the treatment I have received, will be requesting these notations (if they have not been deleted from my account), have documented each conversation, and recorded many of the conversations, with an end result of pretty much nothing. VERIZON does not care about their customers and could probably care less about my terrible experience. While there are several other cellular options available, they are all crooks and liars just as the perfect documented examples of VERIZON employees and management lying in this case.
Christopher

    Giogetz,
Thank you for taking the time to share your experience. I am shocked by the many representatives that you had to speak to regarding your first request. This situation should have never gotten to be complicated and resulting in multiple calls from you. I apologize on behalf of those representatives for dropping the ball. I do agree that the representatives do need to be held accountable and I would like to submit feedback for those that you worked with. I have sent you a direct message. Please reply to the direct message so I can begin submitting feedback.
AndreaS_VZW
Follow us on Twitter @VZWSupport

How do I project my new mac on my new apple TV?

I purchased a Mac Air and apple TV for the exact purpose of projecting my mac and other intel-based laptops onto my new HDMI TV and using the computer big screen. The apple sales person who sold it to me said that apple TV would facilitate it wirelessly without hardwiring it. However, apple TV only allows streaming and iTunes library sharing to the TV screen, not the use of the mac computer. Only what is in your library (movies, photos, music and other internet services like radio, youtube etc. )What i've read this far requires the same thing you need with the Intel based VGA connection hardwiring the laptop. Does anyone use their PC or mac projected on their TV using apple TV wirelessly? I don't think I need Apple TV if it does not allow wireless access to my TV to use my Mac Air or other laptops in the house. So confused.

fachapman wrote:
However, apple TV only allows streaming and iTunes library sharing to the TV screen, not the use of the mac computer. Only what is in your library (movies, photos, music and other internet services like radio, youtube etc.
this is what it is designed to do, and only this.
Does anyone use their PC or mac projected on their TV using apple TV wirelessly?
the appletv does not do this. you were mis-informed if someone told you it could.

Can you help resolve a "Go Wireless" and Verizon Wireless issue?

How do you file a complaint against "Go Wireless" and Verizon wireless? It was partially my mistake because I didn't realize that Go Wireless charges a premium for their service. That said, I was informed by the sales person that I could get the $150 bill credit per phone line I ported over, and a $200 visa card for each smart phone I turned in. That's $350 for each phone in credits.. This seemed like a great deal, so I purchased 3 phones, samsung galaxy 5. I paid a $50 premium per phone to buy them from the store (note..there are NO PRICES listed, you have to rely on what the sales persons quotes you). I also paid a $20 per phone "set up" fee and a $10 sim card fee. Again, I take responsibility for not asking if other verizon stores charged these additional fees. HOWEVER, when I was told to go to the corporate verizon store to get the envelopes for to turn in the smart phones for the $200 per phone credit - this was not my lack of research. I did go to the corporate office and was told that the $200 offer had ended 7 days ago. I went back to "Go Wireless" and the store manager told me that the employee was misinformed and was working off a quote sheet that was out dated. Ok, now you'd think they'd offer something to fix their "mis-informed" employees mistake. No, they said there was nothing they could do. I could return each phone for an additional stocking fee of $35, and cancel my plan. So, here I am...paid a premium for the phones, was "misinformed" by a store agent who was working off an outdated specials sheet, and my only recourse is to pay $105 to return the 3 phones. Something isn't right here. Verizon won't do anything, Go Wireless won't do anything. Any suggestions?

My girlfriend had a similar issue because her new device was not updated to IOS7 when she turned it on, but her backup point was created using IOS7. Check to be sure the restore point was created and then factory reset the phone after you have updated to 7.

How do I select multiple clips in the timeline!?

Ok, not quite as simple as the subject! This is what I want to do:
Just finished a multi camera edit and I now need to color correct and grade the footage. So, now that I've corrected the color on camera angle number 1 I want to apply that effect to all the clips in the timeline that come from that camera angle. How do I apply that effect to all those clips without having to do some manually. In FCP its possible to search for all timeline clips that come from a specific file. When those are highlighted it's possible to paste an effect onto all those clips.
So, how do I do that in Premiere Pro CS5?
Thanks!
Bradley

Had to create proxies of my Canon 7d footage to achieve smooth playback but it's worked out fairly well so far!
I'm surprised that the DSLR Preset for the Canon footage still required proxy files. I thought that would handle the 5D/7D MOV files just fine. Maybe I was mis-informed.
The good news is that it's working for you, so things are good.
Good luck,
Hunt

Poor Broadband Since Upgrade at Exchange

Hi All,
I wish someone could solve my problem. BT upgraded the exchange in mid-February. I received this email on the 16th -
Good news
This is to let you know that we've now upgraded your line and you should now have an improved, more consistent broadband connection, and maybe a speed increase.
I had a very good connection before the upgrade. Consistently 7mb on an IP Profile of 7150 on ADSL Max. Anyway since the upgrade things have deteriorated somewhat. Consistency is not one of the services being offered. Service varies between nothing at all - even broadband light on HomeHub3 going out - and 6.9. I have been logging it every half hour during the day. Naturally I have been in touch with BT Service Desk and they have been ringing me every 2 days to see if things have improved! I have had an engineer out and he said the line was 'sweet' and capable of good speeds. He suggested the exchange should change me onto a 21CN circuit as I was on ADSLMax. He spoke to the exchange and they said to request it through BT Service Desk. I did so and they have said they have done it, but it really has made no difference. It IS worse than before the upgrade. I have checked out the line via KITZ and this gave me:
Estimation of your maximum rate adaptive adsl speed
Downstream Attenuation dB 24.0
Approx Line Length 1.7 km
dslMAX 8128kbps IP Profile 7150kbps
adsl2+ (21CN) 18688kbps IP Profile 16000kbps
adsl2+ (LLU) 18688kbps Throughput 16539kbps
BT Speedtester shows:
Download speed achieved during the test was - 5.16 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 7.11 Mbps
Speedtester then came up with:
We have identified that you have additional services enabled on you broadband line, please click continue to run advanced service tests.
Except I don't have additional services on my line, e.g. video, TV. So what's that about too?
I believe I should gett a much more consistent, and higher, speed. I did before BT upgraded the exchange. Normally, I would let BT just get on with it. I am ex-BT TO and have remained 'loyal' to the old firm and have never used anyone else. But I am signed upto the £25 a month deal, and I have recently renewed it for another 18 months. So, this is beginning to irk me somewhat.
Any ideas what I should do next? All help will be gratefully received.
Thank you.
Roy

RoyBennett wrote:
Hi,
This is confusing me now. In my original post I said that I had requested the circuit be upgraded and I have been told several times since by BT Service Desk that the work has been carried out! How do I make sure that this is done? Also what are the indicators in my ADSL settings that tell you that I haven't been upgrade?
Cheers
Roy
Downstream: 8,064 Kbps
Upstream: 448 Kbps
ADSL settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
You have been mis-informed I`m afraid.
Your best course of action would be to ask the BT Care Team, they will get to the bottom of this.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

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