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I'm reading through this as I type so if I make mistakes or whatever I apologise. I'm wondering what I should do? Let's see where it's inaccurate as I can see it.
For a start. They claim my Home Broadband service went live on Wednesday 9th of September 2009. It didn't as it was due to go all live on Thursday 10th September 2009. The Homephone service from them went live on Thursday 10th September 2009 but my Broadband didn't go live with them to 17th September and the only excuse they gave me was a "System Error" as it says on the letter. I was basically told to like it or lump it (although they claim to have given me a £17.83 discount for the delay)
None of the letter makes reference to the problems I had with my router that they supplied between my go live date on the 17th to the 29th of september when I eventually made the call and reported that I was having problems with my service. They said that they we're supposed to have ordered a new router for me on the 29th of September but that wasn't adknowledged to the 9th of October. They adknowledge that this was a shortfall in Customer Service but no apology for all the time I was left waiting as to speak. This is where it gets fun.
They say I didn't make any calls after I recieved my replacement router to report any problems. I made at least 2 or 3 further calls as I remember making a call on a Monday (19th I think) to explain that my connection was continuously connecting and disconnecting on me. I called at 5 and got told that technical support was too busy (I remember doing this at about 5 in the afternoon) I waited to at least 8 at night before I got my calll back to be advised that the 2nd replacement router they had supplied had been flashed with the wrong username/password hence my constant disconnections and if I put my own username/password in then everything would be fine. I remember calling back 2 days later on thw Wednesday to tell them that despote my router had the correct username and password? I was still getting my constant disconnections and this time it was suggested that it would be a "Line Fault" When I know deep down it wasn't. I thought to myself then, well why phone them back if all your going to be given is different excuses each time you call them? That's when I thought to myself I would be aswell going spending 180 quid out of my own pocket for a decent router which will probably work better and the faults did cease right there and then (Coincidence)
I called them back on the 12th of Janurary this year as I had to reset things and I needed my username and password given to me again. I remember specifically asking if I coulld be kept on the line to make sure that everything was set up correct and my connection was working. I remember a silence for a while as I was typing my uusename and password in and letting the router store it into memory to make sure it was working before I said OK i'm working thank you very much. I got hung up on without anything getting said to me as I specifically remember getting a beeeeeeeeeeeeeeeeeeeeep on the other end of the phone i.e. hung up on. It was that point that I emailed right away asking for a MAC as I was fed up with their constant poor phone support. (You would have thought it would have improved within 3 months but obviously I knew then nothing would ever change and I wanted out right there and then) I emailed right away the same day asking for my MAC as I simply refused to phone them again. 6 emails and 1 week later and I eventually got my MAC to go to Sky Broadband. Their offer to resolve this is my Original £17.83 credit on my account as I originally got, um a further £20 credit and a letter of apology for all of this. I am on 2 mionds whether to accept or send a reply to OTELO showing the other points where they have missed out on (They insist that my termination charge still applies too)
For a start. They claim my Home Broadband service went live on Wednesday 9th of September 2009. It didn't as it was due to go all live on Thursday 10th September 2009. The Homephone service from them went live on Thursday 10th September 2009 but my Broadband didn't go live with them to 17th September and the only excuse they gave me was a "System Error" as it says on the letter. I was basically told to like it or lump it (although they claim to have given me a £17.83 discount for the delay)
None of the letter makes reference to the problems I had with my router that they supplied between my go live date on the 17th to the 29th of september when I eventually made the call and reported that I was having problems with my service. They said that they we're supposed to have ordered a new router for me on the 29th of September but that wasn't adknowledged to the 9th of October. They adknowledge that this was a shortfall in Customer Service but no apology for all the time I was left waiting as to speak. This is where it gets fun.























