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Topic # 98229 27-Feb-2012 18:57 Send private message

Is there anything Slingshot can't screw up? Really, aren't capped plans sold because they're supposed to be absent of these problems?

Seriously, the install problems - assigning two phone numbers and two DSL connections to the same line - were hilarious, and taking over two weeks to get that sorted out was even funnier. Kudos to Slingshot for not making me pay for the new install: but to be fair I would have paid for it over my dead body. At the same time, kudos to Downer, because they're the ones who bumped the engineer forward by five days for me. So you don't get Brownie points for unique service levels. Sorry.

High points of this process: unaccountably rude tech support guy acting like it's all my fault for not being an engineer, tech support guy trying to talk over me while I'm explaining the problem, tech support guy telling me that I should be able to tell if my house is wired up when SS have sold me the connection and hooked it up, and SS people not calling me back at specified times.

Then the connection starts and the speeds are terrible. So bad. 300Kbps... slower, slower. 150Kbps. It somehow gets sorted out - normal speeds on my return from down south. I get sent a new modem, again, kudos to SS, but after spending an eternity setting it up and getting it to work, that manages to make the connection perform worse. It also doesn't have wireless N. Back to the old modem.

Then this week, the outage. Followed by terrible speeds - horrendous peak time browsing. Nothing else running - web pages are at a crawl. Starts working when it gets past 11.30pm, but I don't want to be sitting here at 11.30pm every night. This isn't downloading anything - this is browsing. This goes on for days.

We know - because of the "off peak" speeds of up to 1.7Mbps - that this isn't a wiring problem. Clearly, if I sit here until 3am, it'll work fine. So the problem isn't my wiring. So there's another problem that craps out my connection speed until "off peak" times. I'm giving this problem the nickname "Slingshot".

Then today, on my billing day, I reach my bandwidth cap. I deliberately didn't go up to the limit because I didn't want to be slowed to 64k. But I reach my bandwidth cap this afternoon. Yet today is my billing day - the day it should return to zero. Right? The email says:

"You’ve just reached your monthly data allowance limit. To save you money and a lot of hassle, we’ve slowed your plan down to dial-up speed. You’ll be back to broadband speed on your next bill date (27 Feb 2012 ), but if you can’t wait that long, you do have a couple other options:"

But this is my bill date. That's today. This email came at 1.41pm. And now it's 6.45pm and the money still hasn't come out. And I'm on dialup speeds. And I can't get through to the call centre, and the online request I sent has a turnaround time of 2 days.

Hilariously - there's a lot of comedy involved here - my subscription to my streaming football services in Europe that I haven't been able to use properly HAVE come out of my bank account. But not SS services.

No billing summary in Visibill. Nothing except the $155 I paid for setup. No, not even a new billing period.

Slingshot: seriously. I've never had so many problems. I'm one more away from churning. This, by the way, might that one problem.

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  Reply # 587564 27-Feb-2012 20:52 Send private message

You think that maybe someone at Slingshot reconised your name and put it in the box marked "Do not screw this up", or maybe they got a bit confused and put it in the other much larger box marked "Do screw this up and piss off the cutomer" *grin*

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  Reply # 587650 28-Feb-2012 00:55 Send private message

The billing roll over happens after the billing date. So if it says the 27th, your connection wont be refreshed until the 28th between 12am and 2am. I don't know why the count it like that and I wish there where straight up about when the plans get refreshed. I can see it could be an advantage as people like yourself manage there data usage so it is used on the date Slingshot state and then have to either wait 24 hours or Buy more data, of which will not be all there as Slingshot take back the data you used before their billing system noticed and put you onto dialup. Some people have run out of data, brought a the smallest datablock only to discover they have already used that data.

Johnr, I also think it's a smart marketing tool that Slingshot try to have all the faults and problems confined into just one thread, it helps to hide then number of problems they are really having. It's not like they are no IT skilled enough to follow the geekzone rss feed for the Slingshot/CallPlus forum for new messages.
Still pretty cunning trick that makes them look better than reality.

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Slingshot

  Reply # 587684 28-Feb-2012 08:46 Send private message

Hi dontsurf,

Very sorry to here there is more issues,

I have looked into your account and can see that you have used none of your data, there is 150gb available, the email may have been delayed.

I have also credited you 2 months of services so that will show on your next invoice as a bulk credit.

I am off work sick today but on my return tomorrow i will find out who the rude tech was and make sure to have a meeting with them about this.

sorry again,

Joe.       




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Reply # 587791 28-Feb-2012 12:19 Send private message

Slingshot: I have also credited you 2 months of services so that will show on your next invoice as a bulk credit.

I am off work sick today but on my return tomorrow i will find out who the rude tech was and make sure to have a meeting with them about this.


Good work Joe! 






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Geek


  Reply # 587812 28-Feb-2012 13:10 Send private message

Slingshot: Hi dontsurf,

Very sorry to here there is more issues,

I have looked into your account and can see that you have used none of your data, there is 150gb available, the email may have been delayed.

I have also credited you 2 months of services so that will show on your next invoice as a bulk credit.

I am off work sick today but on my return tomorrow i will find out who the rude tech was and make sure to have a meeting with them about this.

sorry again,

Joe.       


Hey Joe,

Thank you so much for putting this right. My fiancee is very surprised - she's said something along this lines of, "What? Companies here don't do that..." So you have the green check mark from us - the credit is very much appreciated, and so is taking some action about the tech support guy. I guess when something goes wrong, the last thing you need is tech support with a smug sense of superiority because you don't know how to tell what the sockets in your house are connected to and that's all your fault. Then when it continues to go wrong, after a week of poor performance, they mount up. For what it's worth, I'm sorry about my sarky tone up there.

I don't think any of this would have mattered - missing out on 2 weeks service, poor customer service (although only at one point of contact - everyone else involved has been sweet as), slow peak speeds - if it just didn't seem like they were mounting on top of each other, followed by the billing problem. Seems like we've just had the worst of what's been around, I reckon.

I don't mind slower speeds at peak times for downloading because we have more data than we can shake any reasonable stick at - I can schedule downloads or leave them overnight - but when it interferes with http browsing and with streaming anything but cached Youtube, and when sites like LFC.tv and MUTV can't load and I'm paying money for them, well, it's annoying. FYI, I got 15Mbps AKL and 7Mbps LAX at 6.50 this morning. I'll monitor the speeds, but as long as we can browse peak, well, we don't care that much.

So, again, thank you from us both for putting it right, and putting it right in such a way that you managed to surprise beyond belief. It's all much appreciated.

Chris

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  Reply # 587985 28-Feb-2012 19:09 Send private message

dontsurf:

Thank you so much for putting this right. My fiancee is very surprised - she's said something along this lines of, "What? Companies here don't do that..." So you have the green check mark from us - the credit is very much appreciated, and so is taking some action about the tech support guy. I guess when something goes wrong, the last thing you need is tech support with a smug sense of superiority because you don't know how to tell what the sockets in your house are connected to and that's all your fault. Then when it continues to go wrong, after a week of poor performance, they mount up. For what it's worth, I'm sorry about my sarky tone up there.



Feedback whether it negative or positive is always welcomed, especially were it comes to quality. Without your feedback it could happen to someone else and if we can stop it we have one less angry person in this world.

dontsurf:
I don't mind slower speeds at peak times for downloading because we have more data than we can shake any reasonable stick at - I can schedule downloads or leave them overnight - but when it interferes with http browsing and with streaming anything but cached Youtube, and when sites like LFC.tv and MUTV can't load and I'm paying money for them, well, it's annoying. FYI, I got 15Mbps AKL and 7Mbps LAX at 6.50 this morning. I'll monitor the speeds, but as long as we can browse peak, well, we don't care that much.
Chris


I'm still working on a few speed issues within the core network, We are expecting to improve speed issues like this soon :)

Thanks
Bevin




---------------------------------------------------------------
Nebukadnessar
ISP: Slingshot (250gb Rollover) - Better Network
Speed: 37/3 VDSL MSAN (tester)


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