Yes my situation was that I have bought a service which purports to provide unbreakable broadband but that was not the service I received, even if I did not actually have a break in my broadband I had paid to have a guaranteed service therefore if the fallback service (HC) was not actually working then I was not receiving the service paid for. I would stress that I did not go seeking a refund, it was just the engineer who dealt with the faulty HC suggested I should get a refund on the above basis though it was not going to be much, I think he said something like £7 per month when the HC service was not available.
I did not expect to get a refund but was taken aback that so many people have raised this problem with the community but no one in engineering knew about it nor had much to offer than a replacement HC unit and certainly weren't prepared to refund based on a post in this forum. Given, reading the previous posts, there were lots of people who had raised the fault it seemed unnecessary to raise yet another fault report if all you were going to be offered was a replacement HC, which in the early days did not seem to solve the problem (hence the focus on firmware update as the cause).
Anyway, not wasting any more time, I suggest if you are still experiencing this fault then call 150 and log a fault and request a replacement HC unit.
Cheers
John
