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240 posts

Master Geek

# 181354 12-Oct-2015 13:25
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My mother has been using dial-up for some basic email use only.  Recently we have convinced her to switch to a broadband offering, to allow searching online with a new laptop she just purchased.

After reviewing several options, I decided to set her up with Flip.  It offered a phone line, and free national calling (in 1 hour periods) along with 20gb carry over data.  More than adequate for her requirements.

I rang last Saturday around 10am, luckily they had someone there to assist.  He was very polite, but unfortunately they were experiencing technical difficulties...  [I admit I was a little concerned, but understand these issues working in support/customer service myself].
He kindly offered to call back in an hour to get the sign-up process rolling again or an update on status.  I kindly accepted this offer.

A few hours passed and no call, so we went shopping for a new laptop for mum to use.  We also went out for lunch after this before returning home. 

Having still not receiving the call back, I decided to ring back.  Same person (not sure if they only have 1 person on phones for Saturday).  He was extremely professional with assisting getting the account up and running.  Scheduled the switch over for Friday the coming week. 

On the Monday following I received a conformation email & txt stating they would complete the switch over on Friday by 5pm.

Friday arrived, and although I did something silly with my mobile phone, (which now needs re-romming, yes poor timing), I was under the assumption everything was going ahead according to plan.

What actually happened
Flip could not complete the switch over as Chorus techs extended the setup 1 week later to Thursday 5th.
They promptly emailed & txt this new setup date to me.
Unfortunately I did not receive the txt due to mobile phone issues.  Not Flips fault.

What happened next
I turned up at mums, with a router ready to configure, I quickly check the phone.  I realise that the phone line has been disconnected.  OK, I think this means they are still switching over.
So I take mum down to DSE to collect a ADSL splitter.  We get this and return home.
Still no phone dial tone, just disconnected beeping.

I sort out the modem/router, try and test with login details I was given on Saturday.  This did not work.  OK time to ring Flip.

1st Call Friday with Flip Support
I am trying to setup the router, but this appears to not be working. 
The Flip service person checks the notes, informs me I was mistaken about the install date, that this is actually scheduled for Thursday 15th.  He then continues to give me the correct login information for adsl modem router. 
I promptly record these details, setup the router and have a time out.
He also offered to try and get this done sooner, but could make no promises.

Recheck Information
I check my phone msgs, and confirm the txt said "Friday 9th by 5pm".
I then check the downloaded emails on mums computer with the same confirmation.
[note: my mother had no used internet at all on Friday, so she had not received the latest confirmation email]

2nd Call Friday with Flip Support
A little irate, I make the new support person tell me what is going on.  They confirm that it WAS supposed to be Friday, but had to reschedule, due to Chorus not being able to make it out until then.
They inform me notification was indeed sent and that we were informed (2 hours before previous end schedule time, cutting it a bit thin there guys).

I am told its "out of our hands".  I ask to speak with a manager whilst my mum is getting increasingly upset about the situation.  I am told "he will only tell you the same thing" and never given the option to speak with any manager or the sorts.  Only that they will "look into it, but the Chorus are the ones sorting the connection, and it runs on their schedule".

I am also told, that the support person will leave a note, as he is finishing work shortly.  But we should receive and update on Monday! (which I have yet to receive, might get it by 7pm before they all go home).

I understand that FLIP relies on Chorus to make the exchange changes, but do they not confirm with Chorus in advance when these schedules are entered, to comply with an appropriate date?

Could this not have been discovered prior to the existing connection being terminated, so that a reschedule is done BEFORE the existing line is terminated?
1-2 disconnection days is acceptable, 5+weekend is not really acceptable for an elderly person who does not have or know how to use a cell phone.

I am only slightly annoyed now, but wanted to post a recap on the events that unfolded so far. 

Will re-post once the service is actually working with speed test results.

Intel Core 2 Duo E6600, 4x 2GB Adata 1066+ DDR2, Sapphire HD4850 X2 2GB GDDR3 PCI-E Quad DVI, 1000w PSU & over 4TB HDD space, Windows 7 Ultimate 64bit
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14 posts



  # 1404361 12-Oct-2015 14:23
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Hi Michael,

Firstly, I'd like to offer my sincere apologies to you and your mum for any inconvenience here. I totally understand that these sorts of issues can be distressing, especially if your mum isn't very tech savvy.

If you could PM me with your mum's account details I'd be happy to get the team across this. I can't promise that we can secure an earlier date, but we'll do our best to provide some clarity on what's happening.

225 posts

Master Geek

  # 1437075 29-Nov-2015 03:39
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I know sometimes chorus reschedule their connections and then it becomes too late for the ISP to respond.
At times when the ISP sees the schedule date  there's no point of confirming that it'll be a different date because the order itself said so.

It is up to the ISP to lay their feedback to chorus which I'm sure a lot of ISPs has done already.

Based on experience its the isp who tells the customer about the bad news who then gets the blame ,sweared at, abused at over the phone.

I feel sorry for employees at Flip and other ISPs at times.

Back when a customer's connection got cut off by a chorus accidentally. This customer was actually a medical customer who needed an alarm because the house was next to or behind someone's house with another ISP, chorus cut the line and connected the other customer.
I had to call the customer who refused to believe me and told me how he could've died etc....  that made me quite upset.

I actually would expect to call you of any delays but sadly that's not how it works.


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  # 1493293 16-Feb-2016 15:17
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run forest run

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