Gio Internet User Backlash - Update
Posted: 04th Jul, 2003 By: MarkJ
For the past few weeks, ever since it's totally free unmetered dialup offer was launched (problems may or may not be related), we've been receiving a growing number of complaints about UK ISP Gio Internet.
The numbers of complaints have now hit a certain mark, which indicates that the problem is too large to ignore. One of our readers, Dave, more or less sums up the majority of remarks:
Have been using the Gio Internet 100 hour package for about 10 months. There have always been poor connection issues. MODEM usually connects, but username refuses to verify due to no response from host servers. Received recent email saying they are reducing my 100 hours to 50 hours at the same price. I've had enough and will be cancelling this month and moving on to a new ISP.
Tried sending a few emails to their support line, but never received a response. Called their support desk only to be told they were a subcontracted company and couldn't comment on any performance problems. Waste of time.
To date, Dave's experience is echoed in almost every message we've received. Others, those that are able to get a connection, complain instead of slow speeds.
UPDATE: Gio has kindly responded to the above complaints:
1) Slow speeds.
What services is this as we have no issues on any dialup services, only on ADSL on surfdsl domain, and even has been resolved we'll over a month ago.
2) Connection problems (most complain of this).
Since the reduction to 50hours contention to 12:1, there have been no reported connection problems, at the same specific customers on the lite services have been advised of the new dialup number 1869800800700, whilst extra network capacity was being increased.
3) Lack of response by customer support and if do respond then claim that they can not answer due to being an outsourced company, or some such thing.
Most customer come through the sales lines, unfortunately sales staff can assist customers, if customers ring the appropriate help numbers there are no problems being given the correct advice and help.
4) Cut of monthly surfing hours.
There have only two services where the hours have been reduced along with the contention, Gio Universal (56/64k) was 80 hours now 50 hrs at 12:1 and Gio Ignite (128k) was 80 hours now 50 hrs at 12:1
So, according to Gio, there are no slow speeds or connection problems on their commercial packages. It'll be interesting to see whether or not the complaints continue next week.
The numbers of complaints have now hit a certain mark, which indicates that the problem is too large to ignore. One of our readers, Dave, more or less sums up the majority of remarks:
Have been using the Gio Internet 100 hour package for about 10 months. There have always been poor connection issues. MODEM usually connects, but username refuses to verify due to no response from host servers. Received recent email saying they are reducing my 100 hours to 50 hours at the same price. I've had enough and will be cancelling this month and moving on to a new ISP.
Tried sending a few emails to their support line, but never received a response. Called their support desk only to be told they were a subcontracted company and couldn't comment on any performance problems. Waste of time.
To date, Dave's experience is echoed in almost every message we've received. Others, those that are able to get a connection, complain instead of slow speeds.
UPDATE: Gio has kindly responded to the above complaints:
1) Slow speeds.
What services is this as we have no issues on any dialup services, only on ADSL on surfdsl domain, and even has been resolved we'll over a month ago.
2) Connection problems (most complain of this).
Since the reduction to 50hours contention to 12:1, there have been no reported connection problems, at the same specific customers on the lite services have been advised of the new dialup number 1869800800700, whilst extra network capacity was being increased.
3) Lack of response by customer support and if do respond then claim that they can not answer due to being an outsourced company, or some such thing.
Most customer come through the sales lines, unfortunately sales staff can assist customers, if customers ring the appropriate help numbers there are no problems being given the correct advice and help.
4) Cut of monthly surfing hours.
There have only two services where the hours have been reduced along with the contention, Gio Universal (56/64k) was 80 hours now 50 hrs at 12:1 and Gio Ignite (128k) was 80 hours now 50 hrs at 12:1
So, according to Gio, there are no slow speeds or connection problems on their commercial packages. It'll be interesting to see whether or not the complaints continue next week.
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