I have just experienced some of the worst service from Telecom as a service provider, which is totally unacceptable.
 
At 12:30 pm on October 14th I went to go online only to find that my broadband internet connection was not working.  It had been working earlier in the day but by afternoon was not.
 
For the next 27 hours I was without the telecom broadband service which is not acceptable level of service for a customer.
 
What was worse, was the very poor communication channels from a Telco which is a communications company e.g. I was informed by Tier Two staff that the comany communicates with their contracted technicians through email (not even on the phone)! 

 
On the 14th I rang the broadband service only to find I was talking to someone in the Philippines who instructed me to try my cables, reboot my modem etc even though I explained to her that this was not the problem.  Finally I was transferred to the Level two team I was assured that they would find out what the problem was and report back to me by 4pm.
 
By 4:15 pm no call was received.  I rang again and once again had to go through the rigmarole of the Philippines call desk and then had to wait for a further 15- 30 minutes to get through to Tier two service.
 
This time I spoke with another staff member.  I got the same old promise and was told that a technician would call me back by 7 pm.
 
7 pm came and went and no call from the named technician or anyone else. I rang again and went through the rubbish process for a third time!. 
 
I demanded this time to speak to the supervisor who apologized and agreed that the service I had received was not at all acceptable.  The technician had not bothered to call me back as promised, because she they had not been able to communicate with the Chorus company.  I was told that they communicate only by email @!@!
Surely there must be other means to get in touch with their technicians after waiting for so many hours!
 
The supervisor said he would create a ticket and follow up and promised that by next morning they would call between 8 -8:30 am.
 
I got a  call the next morning from Kumar.  He was the only person who called when he said he would, and this is the kind of service we expect as customer.
 
However despite, doing something with the ports, the problem was still not fixed.
 
We happened to see a technician in a nearby junction box (cabinet) on the Road and stopped to talk with him about our problem.  He was extremely helpful and contacted his company on our behalf. From then on we got action.
 
If we can communicate with the right people why can't Telecom itself

 
We finally were told what the real problem had been -  during the process of upgrading cables and changing these over, our broadband number was not on the technician's spreadsheet.  We therefore were without the service for well over a day. Not good enough!
 
When the technician arrived at 3:30 pm at our home he was excellent and finally rectified the problem.
 
As a customer I do not expect to have such a poor level of service and communication process from an ISP.  I would expect my problem to be rectified within four hours and that is being generous.  I have just come back from Singapore and if such a poor service response  (which is rare) I will be compensated with a rebate of a monthly fee.
 
I am sure I am not alone in experiencing this very poor level of service and communication process. PLEASE, Please do something about this Telecom and radically improve your internal and external communications.
 
R.Smith