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Topic # 123402 6-Jul-2013 11:14
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So a while back I had some positive feedback for Compass, due to their excellent service dealing with their business division.

Sadly, their residential, customer care, and management have let them down, and I must recommend pretty much any ISP except Compass.

So it all started when I got a Mammoth connection provisioned in January.  Since then, I've been plagued with abysmal speeds and downtime.  I can say with absolute certainty that I've had no less than 2 months of downtime (and at least 15 tickets to Chorus!).

Upon complaining about this to Compass, every time their answer has been "we cannot credit you until the issue is resolved".  When the issue was finally resolved, they offered a one month credit, to which I said was not acceptable.  Their response was that "this issue has gone to the highest levels of Compass management and they have said that it is not possible to offer more than one month credit".

When I commented "are you honestly telling me that you think it's acceptable to charge me for a service you were not providing?" the response was merely "it is not possible to offer any more credit" (as if repeating this changes the fact).

Coupled with customer service closing tickets without confirmation the issue is resolved, customer management ignoring complaints tickets for THREE WEEKS (and then closing without confirmation), an incompetence rivalling that of Vodafone's old Egypt customer reps and just general apathy toward providing actual service to customers (with very few notable exceptions) I must say that Compass has officially been the worst experience of any provider I've ever had to deal with, and I was an Orcon customer.

Given a choice, stay away from Compass.  Seriously.

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  Reply # 850026 6-Jul-2013 11:14
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Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

 



 

If you are posting regarding DSL speeds please check that

 



 

- you have reset your modem and router

 


 

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

 

- you are not being throttled by your ISP due to going over the monthly cap

 


 

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

 


 

- you read this topic and follow the instructions there.

 



 

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

 



 

- Your ISP and plan

 


 

- Type of connection (ADSL, ADSL2, VDSL)

 


 

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

 


 

- Your general location (or street)

 


 

- If you are rural or urban

 


 

- If you know your connection is to an exchange, cabinet or conklin

 


 

- If your connection is to a ULL or wholesale service

 


 

- If you have done an isolation test as per the link above

 



 

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

 



 

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

 



 

I recommend you read these two blog posts:

 



 

- Is your premises phone wiring impacting your broadband performance? (very technical)

 


 

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?




I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.



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  Reply # 850077 6-Jul-2013 13:04
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Email fair go, even when they don't air stuff on TV they will generally try to help. Given compass has always had issues with the mammoth plan there's probably plenty of complaints they have received about them

 
 
 
 


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  Reply # 850090 6-Jul-2013 13:38
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Hi Mat,

Really sorry to hear your Residential experience with Compass has not been a good one!

I am on the Business side but will see if I can get this escalated for you.

Like all ISPs we have times where we don't do so well. This is obviously one of them.

We have thousands of Residential Mammoth customers who enjoy a high level of service and it is disappointing to see you are not one of them, especially after your prior positive interactions with our Business team.

Cheers,
Peter

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  Reply # 850108 6-Jul-2013 14:10
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Not all ISPs. Some of the ISPs you never hear any bad feedback about them.

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  Reply # 850137 6-Jul-2013 16:16
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mattwnz: Not all ISPs. Some of the ISPs you never hear any bad feedback about them.


Yes, the ones with so few customers that the bad experiences never get reported on places like this.

Other than thse, There are no mainstream ISPs that never have any bad feedback.

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  Reply # 850500 7-Jul-2013 18:06
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NonprayingMantis:
mattwnz: Not all ISPs. Some of the ISPs you never hear any bad feedback about them.


Yes, the ones with so few customers that the bad experiences never get reported on places like this.

Other than thse, There are no mainstream ISPs that never have any bad feedback.


I have only every heard of good things about Actrix, never any bad feedback. 

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  Reply # 850518 7-Jul-2013 19:45
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Wow, I thought I got a bad rap with Compass ( mammoth and on account ). These guys are absolutly #$%^&* useless.
Move to SNAP. very cost effective, fantastic support if you ever need it and my download improved about 25% ( the connect speed was the same but data throughput is way better )
Cheers
John




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  Reply # 850540 7-Jul-2013 21:07
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mattwnz:
NonprayingMantis:
mattwnz: Not all ISPs. Some of the ISPs you never hear any bad feedback about them.


Yes, the ones with so few customers that the bad experiences never get reported on places like this.

Other than thse, There are no mainstream ISPs that never have any bad feedback.


I have only every heard of good things about Actrix, never any bad feedback. 


They are not a mainstream ISP. They don't even have a separate forum on geekzone.

Here's a piece of bad feedback about them, albeit in all caps, poor english, on an article 2 1/2 years old and totally anonymous, but there you go.

http://www.consumer.org.nz/news/view/actrix-tops-consumer-nz-internet-providers-survey

ACTRIX TOPS ,WOW dealer 26 Jun 2013 12:30pm
I JOINED ACTRIX AFTERV READING CONSUMER ,TODAY INTERNET WENT OFF .CALLED THEM .FINALLY GOT AN ANSWER I AS INSTRUCTED HIT NUMBER 1 ON KEYPAD ,VOICE MESSAGE NO SYSTEM FAULTS ,WENT BACK ON LINE WAS 17 ,16 CALLERS BEFORE ME ,AFTER 20 MTS GAT A HUMAN VOICE ,WAS TOLD THE SYSTEM HAD A PROBLEM THEY WERE WORKING ON .A WASTE OF 20 FRAUSTRATING MINUTES ,WOW I THOUGHT SLINGSHOT WAS BAD ,THIS LOT NEEDS A ROCKET TO MOVE THEM INTO CUSTOMER SERVICE MODE

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  Reply # 851063 8-Jul-2013 17:41
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Hi Kyanar,

Thank you for bringing this to our attention and for speaking to us today. We appreciate being able to put things right for you and if there is anything else at all that we can assist with, please don’t hesitate to let us know. You can get in touch by sending me a PM, using the My Compass Support Request function on our website www.compass.net.nz or by contacting us on 0800 640 840. Thanks once again.

Kind regards,

Ryan @ Compass

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  Reply # 851118 8-Jul-2013 18:36
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mattwnz:

I have only every heard of good things about Actrix, never any bad feedback. 


True, but you pay for that level of service. I was a heavy data user when they used to offer free data during peak times (6-8pm iirc) and they went as far as offering me uncapped speeds from something like 2am-8am if I wanted at the same price, a custom plan for the heavier tiered users.

A company that actually works to meet both ends needs, few and far between in the ISP space these days.



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  Reply # 853916 11-Jul-2013 14:41
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An update,

I got a call from the GM of Residential at Compass who was very apologetic at the level of service I received, and agrees that it's not up to the standard that I should expect. They've now sorted out the issue, credited for the downtime, and they intend to use my case as an example of what not to happen.

It is a shame it took so long to come to a resolution, but as long as the lessons learned from this experience do reflect in future customer service interactions, I'm quite pleased with the outcome.

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