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Topic # 154583 1-Nov-2014 09:58
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Is this incompetence widespread or have I simply just had extremely bad luck.

I am a specialist gynaecologist, and a fairly competent IT guy, running all my own servers at work as well as my own FreePBX setup at work. After almost 20 years being with Telecom, I decided to change my home and bach internet to Slingshot so that I could easily get Netflix without having to use Hola. I am also using Callplus in my office and have had no issues with them. I first moved from Telecom to Slingshot on 3 September 2014 (8 weeks ago). I still have not had my problems sorted out. I have had things work properly for just 3 days in this entire time. And Slingshot refuse to take any responsibility for their incompetence. I have spent hours on the phone trying to sort this out and usually get a different person each time so have to explain the issues from scratch.

I signed up for naked broadband for both addresses (bach and home) with slingshot.

First Issue 

I was not told that they would have to transfer the phone line as well and therefore I would lose the numbers that I had had for over 20 years at both homes. Slingshot had not just transferred my internet but my phone line as well. I therefore had to call telecom to stop them disconnecting the lines. Unfortunately the home line had already been disconnected. I had to pay a reconnection fee to Telecom. I then had to get the number moved to Slingshot. It took days for me to get this reconnected and finally once it was reconnected we had it moved to Slingshot.
Slingshot answer:  This is your fault, you should have known you had to transfer both your phone and home number when you transferred to us.

Issue 2

The number was transferred to Slingshot. We could not get this line working. I was told to try isolation tests and we still couldn’t figure out where the problem was. The alarm system which had worked for the last 15 years with Telecom, wouldn’t work. The phones which had all worked with Telecom now wouldn’t work. I was told to get another phone that wasn't wireless (all the phones in the house are wireless) and then redo the isolation test. In the interim I had connected and had a functional WXC open VFX line and got this working with Free PBX. After failing to get this fixed, I finally decided that I would move the phone line to the openVFX line, and I did this. Everything functioned well. I installed an ATA for the alarm system and for 3 days I everything was perfect except that the modem needed resetting every morning (seemed to do something strange every night, and all NAT configuration changed, had to be restored from backup.conf file and worked fine again)

Slingshot answer: You couldn’t sort things out with the isolation test so this was your fault.

Issue 3

I received a text from Slingshot stating that I was close to my limit of $300. Although I wasn’t sure how I had got to this level, I phoned in to pay this amount. I was told by the agent, that I did not have any internet with Slingshot, just toll calls. I told him to check and he noticed that the modem was in fact connected. He told me he wold call me back.He didn’t call me back, he disconnected my internet instead of changing it back to naked broadband. By this stage I was becoming extremely exasperated. I was starting to think that I had no option but to move my services back to telecom or to another provider.  We seemed to be moving from one incompetent disaster to another.

Slingshot answer: You moved the phone number to WXC so we had to cancel your home and network line. We couldn’t just change it back to naked broadband although we had changed it from naked broadband to a home and phone package earlier, so we disconnected your internet and charged you for disconnecting this.

Issue 4

After being told that I would still have to pay a disconnection fee and a fee for early disconnection as well, I decided to just stay with Slingshot for the 1 year that I had signed up for. I asked the customer services person to reconnect my naked broadband. She then proceeded to fill in all the things that were necessary. I gave her my account details. I had become a bit wary of Slingshot by this stage, so just before I hung up, I confirmed that she had done this for my home. She confirmed that she had. I asked her the address that she had used, and she gave me my bach address. She had done all the paperwork, for my bach and was about to change the bach from a home and telephone package to naked broadband. We then went through and cancelled everything.  She finally got everything right.

PHEW another disaster averted.

Issue 5

When I first signed up with Slingshot, it took 2 days to provision this line. This time despite repeated contact, it took almost 14 days to provision the network. I have still been charged a disconnection fee despite emails from a customer service representative saying that this would be not be charged. I was also told by another customer service representative that I would be issued a credit for all the issues I have been through, this has not occurred. Naked broadband has now been connected for 3 days, and I still have the issue that I have to reset the modem every morning. I have asked technical support to contact me but won’t hold my breath that this will be fixed anytime soon. A simple replacement modem will fix the problem. (The modem at the bach is exactly the same and I don’t have this problem with that modem).

Slingshot answer: it takes up to 10 days to provision an account. And technical support will contact you about the modem. I complained about the modem shortly after we got the WXC account working. That was now 4 to 5 weeks ago.

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  Reply # 1166378 1-Nov-2014 11:15
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Sounds like them not providing enough information to you, and general incompetence. To be honest I'd probably switch back to Telecom, and if they tried to charge you termination fees I'd first ask them to waive them then raise the issue with some kind of telecommunications monitoring or enforcement body.




AWS Certified Solution Architect Professional, Sysop Administrator Associate, and Developer Associate
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  Reply # 1166422 1-Nov-2014 12:49
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You may want to read this thread in regards to having separate xDSL and POTS providers on the same line.

http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=154081

 
 
 
 


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  Reply # 1166487 1-Nov-2014 15:08
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Go with an ISP that actually doesn't suck up your life troubleshooting. That's my recommendation.

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Ultimate Geek
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  Reply # 1166586 1-Nov-2014 17:32
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Naylz: Is this incompetence widespread or have I simply just had extremely bad luck.

I am a specialist gynaecologist, and a fairly competent IT guy, running all my own servers at work as well as my own FreePBX setup at work. After almost 20 years being with Telecom, I decided to change my home and bach internet to Slingshot so that I could easily get Netflix without having to use Hola. I am also using Callplus in my office and have had no issues with them. I first moved from Telecom to Slingshot on 3 September 2014 (8 weeks ago). I still have not had my problems sorted out. I have had things work properly for just 3 days in this entire time. And Slingshot refuse to take any responsibility for their incompetence. I have spent hours on the phone trying to sort this out and usually get a different person each time so have to explain the issues from scratch.

I signed up for naked broadband for both addresses (bach and home) with slingshot.

First Issue 

I was not told that they would have to transfer the phone line as well and therefore I would lose the numbers that I had had for over 20 years at both homes. Slingshot had not just transferred my internet but my phone line as well. I therefore had to call telecom to stop them disconnecting the lines. Unfortunately the home line had already been disconnected. I had to pay a reconnection fee to Telecom. I then had to get the number moved to Slingshot. It took days for me to get this reconnected and finally once it was reconnected we had it moved to Slingshot.
Slingshot answer:  This is your fault, you should have known you had to transfer both your phone and home number when you transferred to us.

Issue 2

The number was transferred to Slingshot. We could not get this line working. I was told to try isolation tests and we still couldn’t figure out where the problem was. The alarm system which had worked for the last 15 years with Telecom, wouldn’t work. The phones which had all worked with Telecom now wouldn’t work. I was told to get another phone that wasn't wireless (all the phones in the house are wireless) and then redo the isolation test. In the interim I had connected and had a functional WXC open VFX line and got this working with Free PBX. After failing to get this fixed, I finally decided that I would move the phone line to the openVFX line, and I did this. Everything functioned well. I installed an ATA for the alarm system and for 3 days I everything was perfect except that the modem needed resetting every morning (seemed to do something strange every night, and all NAT configuration changed, had to be restored from backup.conf file and worked fine again)

Slingshot answer: You couldn’t sort things out with the isolation test so this was your fault.

Issue 3

I received a text from Slingshot stating that I was close to my limit of $300. Although I wasn’t sure how I had got to this level, I phoned in to pay this amount. I was told by the agent, that I did not have any internet with Slingshot, just toll calls. I told him to check and he noticed that the modem was in fact connected. He told me he wold call me back.He didn’t call me back, he disconnected my internet instead of changing it back to naked broadband. By this stage I was becoming extremely exasperated. I was starting to think that I had no option but to move my services back to telecom or to another provider.  We seemed to be moving from one incompetent disaster to another.

Slingshot answer: You moved the phone number to WXC so we had to cancel your home and network line. We couldn’t just change it back to naked broadband although we had changed it from naked broadband to a home and phone package earlier, so we disconnected your internet and charged you for disconnecting this.

Issue 4

After being told that I would still have to pay a disconnection fee and a fee for early disconnection as well, I decided to just stay with Slingshot for the 1 year that I had signed up for. I asked the customer services person to reconnect my naked broadband. She then proceeded to fill in all the things that were necessary. I gave her my account details. I had become a bit wary of Slingshot by this stage, so just before I hung up, I confirmed that she had done this for my home. She confirmed that she had. I asked her the address that she had used, and she gave me my bach address. She had done all the paperwork, for my bach and was about to change the bach from a home and telephone package to naked broadband. We then went through and cancelled everything.  She finally got everything right.

PHEW another disaster averted.

Issue 5

When I first signed up with Slingshot, it took 2 days to provision this line. This time despite repeated contact, it took almost 14 days to provision the network. I have still been charged a disconnection fee despite emails from a customer service representative saying that this would be not be charged. I was also told by another customer service representative that I would be issued a credit for all the issues I have been through, this has not occurred. Naked broadband has now been connected for 3 days, and I still have the issue that I have to reset the modem every morning. I have asked technical support to contact me but won’t hold my breath that this will be fixed anytime soon. A simple replacement modem will fix the problem. (The modem at the bach is exactly the same and I don’t have this problem with that modem).

Slingshot answer: it takes up to 10 days to provision an account. And technical support will contact you about the modem. I complained about the modem shortly after we got the WXC account working. That was now 4 to 5 weeks ago.



Just going by the information provided.... and being fair...



First Issue: (Your Fault)
- You cannot for the most part buy "just broadband" anymore, with the exception of naked DSL.
- Slingshot clearly sell either a bundle (POTS + DSL) or naked DSL.
- Slingshot is dead right here.


Second Issue: (Slingshot's Fault)
- They should have sent a technician out if a basic isolation test you conducted failed to remedy the issue.
- It is unrealistic to expect the customer to go out an buy a new phone to perform other isolation tests as well.


Third Issue: (Your fault as a result of the First Issue)
- You need to be careful when changing things, especially when under contract.
- If in doubt, always contact the service provider to see what can and cannot be done.


Fourth & Fifth Issues: (Slingshot's Fault)
- Just sounds like general incompetence of certain individuals.





Where to go from here:
1) Do not use the phone help service, it clearly isn't working. There is miscommunication, mistakes, as well as time and money wasted.
2) Best to contact a rep on GZ / facebook etc.
3) Politely ask the rep to look into the case and see if some deal can be made to fix all this.
4) If all efforts fail, you can take your case to the telecommunications dispute tribunal.  (Slingshot is a member)
http://www.tdr.org.nz/making-complaint/making-complaint





In Summary:
- In the future ask questions. (Before I signed up with any provider or moved from ADSL2+ to VDSL2, I asked plenty of questions, what they can offer and expectations etc.)
- This not only provides the information you need, but ensures if anything goes wrong you have evidence to show it was not what was promised.
- Also note some of your actions resulted in costs which Slingshot occurs and so just passes this on to you.
- Cases where Slingshot has been at fault, it is best if you let them know so that it provides them with an opportunity to improve.



I understand you are probably bitter about the entire experience, but understand that miscommunication, incorrect expectations and working with different CSRs each time created this problem.
Definitely fault on both sides.

Hopefully Chris (SS rep here) will come to the party and help to resolve this issue.




NZ / AU Battlefield 4 Gaming Community
http://www.sonsofvalour.net/forums/forum.php

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  Reply # 1166591 1-Nov-2014 17:37
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joker97: Go with an ISP that actually doesn't suck up your life troubleshooting. That's my recommendation.


Have not seen a section of the forums for any ISP yet, which does not have a thread about a problematic connection.
Its just a fact of the way things are setup that things f*** up from time to time.

If the ISP or customer doesn't do something to stuff it up, chances are Chorus or another LFC (or their subcontractors) will stuff it up.





NZ / AU Battlefield 4 Gaming Community
http://www.sonsofvalour.net/forums/forum.php



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Geek
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  Reply # 1166860 2-Nov-2014 13:06
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Hi NZcrusader,

Thanks for your comments. I have heard back from technical support re the modem and we did a whole lot of new settings to correct the problem but it did exactly the same thing overnight again. I have written to technical support again.

"First Issue: (Your Fault)
- You cannot for the most part buy "just broadband" anymore, with the exception of naked DSL.
- Slingshot clearly sell either a bundle (POTS + DSL) or naked DSL.
- Slingshot is dead right here."

explained to the sales person exactly what i intended to do. I should have realised that the salespeople weren't as clued up as they should be so big learning curve here, WILL DEFINITELY DO MORE RESEARCH IN FUTURE. At work I have my internet with Callplus, had my phone lines with Telecom and now have my voip with WXC with no issues, so presumed I could do the same at home. My bad.

"Third Issue: (Your fault as a result of the First Issue)
- You need to be careful when changing things, especially when under contract.
- If in doubt, always contact the service provider to see what can and cannot be done."

have email confirmation that they knew exactly what I intended to do. They even offered me 2talk as an alternative to taking my phone number to WXC. There was a lot of communication about the isolation tests etc and reasons for me moving.


Fourth & Fifth Issues: (Slingshot's Fault)
- Just sounds like general incompetence of certain individuals.

"Where to go from here:
1) Do not use the phone help service, it clearly isn't working. There is miscommunication, mistakes, as well as time and money wasted.
2) Best to contact a rep on GZ / facebook etc.
3) Politely ask the rep to look into the case and see if some deal can be made to fix all this.
4) If all efforts fail, you can take your case to the telecommunications dispute tribunal.  (Slingshot is a member)
http://www.tdr.org.nz/making-complaint/making-complaint

In Summary:
- In the future ask questions. (Before I signed up with any provider or moved from ADSL2+ to VDSL2, I asked plenty of questions, what they can offer and expectations etc.)
- This not only provides the information you need, but ensures if anything goes wrong you have evidence to show it was not what was promised.
- Also note some of your actions resulted in costs which Slingshot occurs and so just passes this on to you.
- Cases where Slingshot has been at fault, it is best if you let them know so that it provides them with an opportunity to improve.

I understand you are probably bitter about the entire experience, but understand that miscommunication, incorrect expectations and working with different CSRs each time created this problem."

Really Hope SS does get in touch on here.


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Vocus

  Reply # 1167087 2-Nov-2014 19:59
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Hi OP,
Let us look into this for you. please fire some account details to me via PM and we'll have a look first thing tomorrow.
Sorry you have hit some speedbumps - certainly something we like to avoid ...
Cheers, Quentin




Head of Brand and Communications
Vocus NZ
[Slingshot, Orcon and Flip]


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