It is after 8pm and I do not want another day like this.
I have spent over three hours this afternoon on various holds trying to get through to our broadband provider.
Let me backtrack to this morning, when I spent 50 minutes on hold trying to get through to someone about our ‘expired’ contract.
Eventually, I spoke to a human being and he was able to arrange a new package similar to what we have now, but it wouldn’t start until 25th March. I pointed out that our existing contract didn’t expire until April 8th, not March 10th as per their email, so did not see why we should pay a higher premium for the two week interval. He said it was something I would have to take up with billing and offered to put me through, with a wait time of 9 minutes. I said I had an appointment so would have to call back. No direct number, but he said to select Billing from the options (apparently for faults you would select Faults, so this was promising).
Miss Naive here rang this afternoon and there are no such options on their auto message on any of their contact numbers. So I have wasted four hours of my life today which I shall never get back, listening to inane music and recorded messages about faster broadband, unlimited packages and if you were due to be connected today, it could take up to midnight, after which if it didn’t, to give them a call. What a f***ing joke.
I have worked in Admin. I have experienced the chaos and confusion of new systems and changeovers, but I have never in my life experienced such a shambles as what happened today.
So we have decided to call time on them and call in a professional provider.
Trying to get through to someone to cancel the contract we had agreed to this morning was horrendous. Hold, then the girl couldn’t help me and put me through to customer service with a wait of ‘4 minutes’. You can add a 3 in front of that though the guy who eventually answered said I’d only been on hold ten. I said I started this hold at 4.03 and it was now 4.34 on the clock I had directly in front of me, and he said nothing.
I was furious when he said he couldn’t close our account and would have to put me through to someone else and I asked to speak to his supervisor. Fat chance of that and on hold again for almost an hour and no reply.
I wonder if they get brownie points for the ‘longest hold’ or if they deliberately put people on a dead line in the hope they’ll just hang up, which is what I did and called another number to close accounts which Hubby found on their website. OK, a different initial spiel, but once again, inane music and I was in a hold queue. Thank god it’s a free number and they pay!
Forty five minutes later we were through to a lady who knew what we wanted, knew what she was doing, and within minutes our new contract had been cancelled with no fees payable as it was within the 14 day cooling off period (14 minutes actually, must be a record), and confirmation emails sent as we were still talking. We were nice, we were polite, she was professional and she got the job done.
Our account, landline and broadband will discontinue as from April 10th, so I may be offline for a couple of days while we get sorted with someone else. My phone budget will probably triple in the process, but reliability and professionalism comes at a price.
We never had a problem when we were with The Post Office Broadband. Rates were reasonable, download speed was perhaps a little slow, but customer service was good.
Shell Energy took them over last March and that is where they got the expiry date for our contract from………. one year from their takeover.
They need to get their act together because although their prices may be cheap, their service sucks. I’m sure we’re not the only ones to have walked, and reading the reviews of their service was all too familiar as to what we experienced today.
Oh! My goodness Di that sounds absolutely awful …who are you thinking of going with? I hope you can get a good deal 💜💜
Looks like BT but we’ll check a few more out as we only want a package for broadband and a landline as we don’t have any other gadgets to link in anywhere.
We use Talk Talk and find them good.
Thanks, we’ll check them out.
Good lord how frustrating!
Something like that!! They’ve lost our custom anyway.
Interesting to hear of the troubles across the pond with the internet and service packages. We are still investigating how to get internet other than on the phone and it’s not going well trying to find anything. I’ll have to fight the bullet and try something or maybe that’s called bite the bullet I don’t know but I do know it’s not fun to sit on the phone. Best wishes in your troubles
Thanks Sarah. Customer service is now a computer at the click of a button that can only answer the questions the company want to hear.
Oh my and I have to call three places tomorrow, guess I will have a thermos of coffees and some munchies for the waiting 🙄🤔
Hope you don’t need a blanket and pillow as well! Hopefully all will go well for you though.
Makes you want to scream. Di. I’m glad you finally got through to a competent person.
I;ve never known anything like it Steve. We thought our original doctor’s surgery was bad enough, but this takes the non-contactability accolade to the highest level!!
It’s really a complete reversal of the original goals of ‘contact assistance technology’!
There is no such thing as good customer service anymore. I feel your pain.
It was something I prided myself on when I was working, and my turnaround for queries was same day or if couldn’t be resolved immediately, acknowledged on the day of receipt. . Now it’s all computerised and if you don’t ask the questions they want you to, basically you’re stuffed.
I agree. I want to talk to a real person not a computer.
I hate it when this happens… I sometimes think that if we wait long enough, they will find a way to eliminate users from the equation altogether…
It is pointless having a provider we cannot contact, either by phone or email. They really need to address this, but then the company is so big, they probably don’t really care.
We humans are such a nuisance… everywhere it seems…
so it would appear 😦
gees! What a bloody nightmare! I hate being on hold for ages! Its just not how things should be done! No one can be that busy. xoxo
We were not impressed, and now have to find a new provider.