Nirm
0
Oh dear! Having been the keenest supporter of Metronet since last year I wondered how long it would before the honeymoon would be over!
The pay-as-you-go concept appealled to me not so much for the cost but simply because I thought this would prevent gamers and downloaders from using a potentially expensive service for them, thus allowing "normal" users a smoother ride. In the main I feel that this judgment remains, however...
Yes, there has been an major pipe upgrade in June that regrettably caused major disruption to me (and others) over a protracted period though Metronet did try their best to keep us advised at all times. Nevertheless, irritating! However, since mid-August the service has been patchy to say the least with the blame firmly and squarely aimed at BT. Fair enough I think
, but its been topped now by a complete failure since yesterday.
I know we can't hold Metronet completely responsible, however, it would be more reassuring if their customer service was up to scratch. When there is an outage, its no good explaining this on their www.servicestatus.net if you haven't got access to it
! In this day and age of striving perfection we do not automatically assume there is an outage... it took me an age to determine it was not my PC configuration, a router fault or BT line fault and finally when I dialed up from my laptop only then did I have access to Metronet's service status (and yes they are suffering terribly!).
The thing is I would have been less annoyed if I would have been able to get this outage information over the phone in the form of a recorded message rather than an "out of hours" message that they are closed and to send an e-mail!!!
Metronet - you have recently had good PR (see http://www.moneysavingexpert.com/cgi-bin/viewnews.cgi?newsid1092034925,22928), however, you are letting yourself down in very basic areas (our ADSL connection at work is, granted, more expensive, however, if we have an issue out of hours, invariably there is a message to let us know this fact preventing us from pulling our hair out!).
Sometimes increased popularity can be counter-productive - selfishly, I would have preferred to keep Metronet's service a secret, however lets hope the bubble does not burst as I for one will certainly be unhappy if I have to migrate...
N
The pay-as-you-go concept appealled to me not so much for the cost but simply because I thought this would prevent gamers and downloaders from using a potentially expensive service for them, thus allowing "normal" users a smoother ride. In the main I feel that this judgment remains, however...
Yes, there has been an major pipe upgrade in June that regrettably caused major disruption to me (and others) over a protracted period though Metronet did try their best to keep us advised at all times. Nevertheless, irritating! However, since mid-August the service has been patchy to say the least with the blame firmly and squarely aimed at BT. Fair enough I think
I know we can't hold Metronet completely responsible, however, it would be more reassuring if their customer service was up to scratch. When there is an outage, its no good explaining this on their www.servicestatus.net if you haven't got access to it
The thing is I would have been less annoyed if I would have been able to get this outage information over the phone in the form of a recorded message rather than an "out of hours" message that they are closed and to send an e-mail!!!
Metronet - you have recently had good PR (see http://www.moneysavingexpert.com/cgi-bin/viewnews.cgi?newsid1092034925,22928), however, you are letting yourself down in very basic areas (our ADSL connection at work is, granted, more expensive, however, if we have an issue out of hours, invariably there is a message to let us know this fact preventing us from pulling our hair out!).
Sometimes increased popularity can be counter-productive - selfishly, I would have preferred to keep Metronet's service a secret, however lets hope the bubble does not burst as I for one will certainly be unhappy if I have to migrate...
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