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3 posts

Wannabe Geek


Topic # 100556 13-Apr-2012 12:18 Send private message

Hi there, signed up March 28th and still not home phone and connection. I was given two activation dates (the 2nd of which was yesterday) and still nothing.

I was told a different story by various call center reps for why things are slow e.g

- our address details were entered incorrectly (they told us this the day before the 1st activation date) youd think think they would ammend it asap but instead we were sent to the bottom of the pile and had to wait for over a week!

- telecom/chorus technicians were confirmed for Apr 12th (the second activation date) and what, nothing!

I asked the call center rep to give me the direct number for the technician or chorus so i can call them myself give them a bollocking...but they didnt have a number nor would they give me the provisioning teams direct dial number? I dont know about anyone else but who in a similar situation is sick of the word "ESCALATED"? does it actually mean anything? Anyway  filed a formal complaint but not confident of a solution anytime soon.


Any help would be much appreciated.

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58 posts

Master Geek


  Reply # 608743 13-Apr-2012 12:56 Send private message

Slightly different circumstances, but when I signed up on Feb 22 they told us it would take ten days for broadband. After many calls to Slingshot, we finally got hooked up a month later on Mar 22.

I also asked them for the technician's number and they wouldn't give it to me. It seems once they send a request to the technicians (Chorus), they do not get any communication from Chorus until the job has been completed or if Chorus need more information from the customer. Also, since there are many technicians working for Chorus, there is no way for Slingshot to know which one has been assigned to your job.

Slingshot don't seem to call when they need to contact me. Instead they seem to just wait for me to call them. So maybe you should keep calling them to get an update and to be available to provide them with any info they may need. I called them every day from the first activation date until we got a connection (so three weeks of calling everyday!).

If you want to call them, I found speaking to technical support to be more useful than general customer support because they understand issues better (mine was technical after all) and act on the issues faster. And there is no point getting angry at them because the support personnel are only doing their job.



3 posts

Wannabe Geek


  Reply # 608816 13-Apr-2012 15:54 Send private message

Good advice thanks bvidulich

Wow  3 weeks everyday sounds exactly what I am going through.

I called them today and spoke to a very helpful rep, my activation date has now been put to Apr 16 which is in 3 days..if I get nothing then I will pull the pin and go elsewhere (if anyone can recommend an ISP which has a quick startup time from sign-up to activation date I would love to know who please)

What are their speeds like now that your connected with  slingshot? Once again thanks for the advice = ) good luck to everyone in a similar boat to us.

282 posts

Ultimate Geek
+1 received by user: 29


  Reply # 609513 15-Apr-2012 10:48 Send private message

I had sort of the opposite experience to you, date to connect was about 1 week away but it only took them 2 days





58 posts

Master Geek


  Reply # 609523 15-Apr-2012 11:23 Send private message

 What are their speeds like now that your connected with  slingshot?


My router syncs at 14Mbps down / 1 Mbps up, but on a speed test I get 11 Mbps down / 800 Kbps up.

Personally, I'm more concerned with latency than speeds because that's probably what affects me most when I'm gaming. 

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Uber Geek
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  Reply # 609536 15-Apr-2012 12:09 Send private message

No matter what ISP you go with you have no direct relationship with Chorus, so contacting them or demanding contact details isn't going to get you anywhere. Your ISP handles the relationship with Chorus.

And don't immediately assume Chorus are the problem here. There is far more to provisioning a customer than Chorus simply activating the xDSL. A lot of work also needs to be done at the ISP end also.






3 posts

Wannabe Geek


  Reply # 609854 16-Apr-2012 10:26 Send private message

UPDATE: Connected on third connection date - hooray

My landline/broadband services are up and running today Laughing a BIG THANKYOU to Monique from slingshot customer care who went over and beyond to get us connected. I guess its true what they say, " its depends on who you get on the other line" and she was fantastic.

Not only that but I have been given around 2 months credit as compensation - despite the hiccups thanks slingshot and thanks to those who replied in this thread have a good day and good luck if youre in a similar position.

Steve

12 posts

Geek


  Reply # 612444 20-Apr-2012 15:33 Send private message

Glad you got it going.

I had a similar experience to a previous post. 

Said about a week and took like 3 business days.  Was very pleased.

29 posts

Geek


  Reply # 613462 23-Apr-2012 08:34 Send private message

rundy: UPDATE: Connected on third connection date - hooray

My landline/broadband services are up and running today Laughing a BIG THANKYOU to Monique from slingshot customer care who went over and beyond to get us connected. I guess its true what they say, " its depends on who you get on the other line" and she was fantastic.

Not only that but I have been given around 2 months credit as compensation - despite the hiccups thanks slingshot and thanks to those who replied in this thread have a good day and good luck if youre in a similar position.

Steve


 

Glad to hear it was sorted! Just out of interest, were you reassigning form another provider or was it a new connection?

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