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2 posts

Wannabe Geek


# 100597 14-Apr-2012 05:27
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Does any forum member have any experience with dealing with Compass Communications? I have yet to talk with anyone after dealing with their automated email responses or the call systems. Extremely poor customer service.

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3499 posts

Uber Geek

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  # 609162 14-Apr-2012 08:48
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jthomso1: Does any forum member have any experience with dealing with Compass Communications? I have yet to talk with anyone after dealing with their automated email responses or the call systems. Extremely poor customer service.


Yea same here. Wanted to spend like 1k a month with them. Got an email saying they'd be in contact and never heard back. If they throw away customers and then advertise there is something seriously wrong....




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3413 posts

Uber Geek

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  # 611694 19-Apr-2012 10:11
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I cant say I have had any positive expierence with them on any occasion where i have had to call on behalf of a customer.




Ray Taylor
Taylor Broadband (rural hawkes bay)
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For my general guide to extending your wireless network Click Here




 
 
 
 


646 posts

Ultimate Geek


  # 612341 20-Apr-2012 12:25
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Dealing with Compass is fun if you like stressful situations.




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

374 posts

Ultimate Geek


  # 612346 20-Apr-2012 12:34
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jthomso1: Does any forum member have any experience with dealing with Compass Communications? I have yet to talk with anyone after dealing with their automated email responses or the call systems. Extremely poor customer service.


Hi There, 

Sorry to hear you are having issues.  If you PM me your details I will get someone to contact you. 

Cheers


49 posts

Geek

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  # 612751 21-Apr-2012 10:19
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This is how it has gone for me so far...

New mammoth connection switched over this past thursday, existing orcon connection dropped at the same time of course. So I make the username and password changes needed reset modem, im getting line sync but no connection, and its after 10 when I get home and the help line seems to not be working at this time ill try again in the morning.

friday morning call and get a call back on my phone, after a breif chat she says she knows what the problem (didnt really ask any questions so I dont see how) is and gives me an 0800 to ring, I ring it and find I have been given the support line for my modem. Um. Nothing wrong with my modem compass!!

I ring compass back, a call back this time takes about 2 hours, im at work now so explain that im getting line sync but no joy, they say they will get a tech to ring me, he does a while later, tells me he made changes and to turn modem off and on, I say ill try when I get home...
yeah you guessed it, I get home its still working...

I ring this morning, she checks that I have the right user name and password and says she will talk to a tech and get back to me, in less than an hour (its been almost an hour and no call yet)

so for me, they cant even connect a new working line im just hoping they sort it soon so I never have to deal with the helpdesk ever!
I would class the compass helpline as the worst I have ever teelecoms helpdesk I ever rang...

49 posts

Geek

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  # 612792 21-Apr-2012 13:16
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Got a call from the helpdesk to change my vpi vci settings, I informed them I couldnt change them as they were already set correctly.....
it seems ill have to wait until monday for tech support.... I can only hope monday proves more productive, I mean really how hard can it be to setup a new connection, really hard it seems....

15219 posts

Uber Geek


  # 612804 21-Apr-2012 13:46
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dragonx: This is how it has gone for me so far...



New mammoth connection switched over this past thursday, existing orcon connection dropped at the same time of course. So I make the username and password changes needed reset modem, im getting line sync but no connection, and its after 10 when I get home and the help line seems to not be working at this time ill try again in the morning.



friday morning call and get a call back on my phone, after a breif chat she says she knows what the problem (didnt really ask any questions so I dont see how) is and gives me an 0800 to ring, I ring it and find I have been given the support line for my modem. Um. Nothing wrong with my modem compass!!



I ring compass back, a call back this time takes about 2 hours, im at work now so explain that im getting line sync but no joy, they say they will get a tech to ring me, he does a while later, tells me he made changes and to turn modem off and on, I say ill try when I get home...

yeah you guessed it, I get home its still working...



I ring this morning, she checks that I have the right user name and password and says she will talk to a tech and get back to me, in less than an hour (its been almost an hour and no call yet)



so for me, they cant even connect a new working line im just hoping they sort it soon so I never have to deal with the helpdesk ever!

I would class the compass helpline as the worst I have ever teelecoms helpdesk I ever rang...


You would be better to email them wouldn't you, so the ticket gets through to the correct person and it can be tracked? Phone support where thy don't answer but only have a call back service is not really phone support, and you often have to say the same thing to a multitude of different people. I hate the hassle of that, which is why I like email support...but only when it managed well by the company.

 
 
 
 


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Geek

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  # 612890 21-Apr-2012 18:04
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mattwnz:

You would be better to email them wouldn't you, so the ticket gets through to the correct person and it can be tracked? Phone support where thy don't answer but only have a call back service is not really phone support, and you often have to say the same thing to a multitude of different people. I hate the hassle of that, which is why I like email support...but only when it managed well by the company.


the funny thing is i had a landline and would have used it but the new compass connection cut it (it was expected) so now i can only ring from my cell otherwise, i would not have to wait for a call back.
the reality is this is a new connection, and getting me to keep checking and changing my settings aint going to fix it, it has to be setup correctly first. 

i just hope this is not the experience every new person gets, and again i signed up knowing full well that the net is full of stories about compass and poor customer experiences via the helpdesk, i had hoped that once setup on their end, i would be good to go and i would never need to ring them, but alas at the first hurdle they have failed :(
on the email thing i have not done that as i assume that they will still eventually ring me so that i can check the settings on my router then seek, and they have never offered a case/ticket number when i haev called so i dont know how they track me via their system.

I have to ask how they expect to get or keep customers with such poor service?
Is there a disconnect between what the CEO thinks they are offering and what they are really offering? (they cant want to run as they are it has to be unsustainable)
If you are going to have a call back service, and given it is my cell phone which you are calling me back on, is also registered to my account, it would be super great if you as a service provider matched those details prior to calling, you can bet i would be one happy customer to be greeted a with hello Drx how can i help, sure no problem i have your account up already........




646 posts

Ultimate Geek


  # 612922 21-Apr-2012 19:24
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Compass is still trying to charge my gfs grandmother for a service she isnt even using.

Shes with Telecom for DSL & phone. Compass are complete morons. I dont know how many times you have to tell a company you arent with their service for them to get the message.




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



2 posts

Wannabe Geek


  # 613095 22-Apr-2012 10:48
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Skyplonk, time is well past that Compass can even hope to redress the "customer service" incident. Subsequent to my original post I have received a very clear threat to disconnect my internet service as I will not pay 2 x $11 late payment charges. One being $11 late payment fee charge against 1 x $11 late payment fee. In my business experience that is what I refer to as a complete ripoff.

Simply I will continue with a company that has such unprofessional customer service & attitude towards them.

Compass will be receiving my invoice for the the incremental costs & lost income in March 2011 outage as well as the incremental loss os services in April. My invoice will be substantial.


49 posts

Geek

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  # 613825 23-Apr-2012 17:37
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daily update

so today i was asked too change my dsl settings to LLC 0 and 110 PPoE and try that.

i got my flattie to put the settings in via the phone and try it, it doesnt appear to have worked but i will recheck the settings when i get home at 10 tonight.....

Im so glad they still appear to be trying to diagnose an incorrect setting on my router.... NOT.... um its not my router, the settings are very simple to get right!!

oh well another day down.....

Im happy to take suggestions 

49 posts

Geek

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  # 614011 23-Apr-2012 22:25
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So indeed the settings did not work....

but if I put the wrong username or password in I get
connecting to server failed, lcp down, pap auth failed
if I use the right username and password I get
connecting to server disconnect, lcp is allowed to come up

hmm interesting, ill see if the helpdesk can make sense of that tomorrow

266 posts

Ultimate Geek


  # 614065 24-Apr-2012 00:27
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Could it be an issue with the login/pw at their end ? Like a screwed LDAP record causing your auth to be rejected by their Radius?

200 posts

Master Geek


  # 614074 24-Apr-2012 02:38
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If it's supplied by Chorus wholesale it should be 0/100 PPPoA
I think you can use 0/110 PPPoE if it's on a EUBA handover but I've got no idea what Compass use. 



49 posts

Geek

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  # 614722 25-Apr-2012 03:15
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yay i got home and i have internet, i guess it wasnt my settings or router after all, then again i already knew that........

i hope that i wont have to ever ring compass again and that my service shall run like a charm for at least the next year :)

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