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In the interests of balance

id10t

Member
I am not affiliated with Titan in anyway.
I have been a customer for a few years now.
I should also say that I work in IT support and can appreciate both
sides of being a customer and being the support guy.

My line is right at the limits for broadband, so my expectations of
speed are set accordingly - sync speeds of ~1500Kbps.
The service and speeds I get match my expectations - with speeds
hitting my line limit and no throttling that I have noticed.

In all my time with Titan, calls and emails have been answered
pretty quickly (often with Abs personally following up) and
I have gotten clear and truthful information as to what the likely
fault was and what they were able to do, and going to do about it.
The sorts of problems I have had have been mostly to do with copper
issues in the local exchange, which Titan and Enta were able to resolve
by working with BT.

I am currently still with Enta as my migration to Vispa hasn't happened
yet. I have been billed by both - which is UNDERSTANDABLE as Vispa
expected my move on one date, so billed me. I haven't canceled Enta
so they are billing me until I migrate. I have spoken to Titan and do
expect that when this transition period passes the refunds will work out.

When I do my role as a support tech, I expect my users to be polite,
explain the problem, and let me do what I can to resolve things that
are within my power to resolve. Some things like billing are often in
the hands of finance depts who will have due processes to follow
to provide audit trails. This can slow things down.

When I phone a support line, I treat the support guy the way I expect
to be treated, and so far with Titan, that's worked for me.

So for all those people who are reading these forums and seeing all
the bad stuff, I have to say that my personal experience has been different.


ID
 
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