Voyager (again)

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pctek

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#236243 25-May-2018 08:09

So, last time it took an age to get a response from anyone.

Now, I signed up....the comments here as had restored my faith.

However, this is meant to happen end of June...but during the signup process I noticed an issue with payment.

Ok, I replied to the provisioning email, and also cced accounts, querying it.

Any response from anyone at all?

Hell no.

Come on guys, I have worked on these helpdesks, I never let emails sit for longer than half a day....

It's worrying me again...must I have to ring every time there is an issue?

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meow
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#2022251 25-May-2018 09:11

Just phone them - I've found them incredibly quick and helpful via phone.

For email it often takes them 3 days to respond from what I've found. I use it for less urgent issues.

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networkn

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#2022271 25-May-2018 09:54

Agreed, Call them.

robjg63

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#2022299 25-May-2018 10:11

If you are able to call them and haven't done so - why not? Typing that post would have taken longer than calling them.

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#2022302 25-May-2018 10:13

As someone with a fair number of clients with Voyager, I'd say there email support response times is a little below average. They are working hard on self service portals though, I believe, though I suspect that wouldn't help you specifically in this instance.

pctek

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#2022345 25-May-2018 11:37

Why should I have to?
They have 2 tickets, no response and 2 emails, no response.

Why ring, go through the whole blah all over just to get a response?

Hell, Spark has chat even....

networkn

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#2022350 25-May-2018 11:41

You complained about an issue, multiple people have suggested an alternative way to get it sorted, if you chose not to, well all power to you.

Let me know when you find a perfect ISP who never has any delays in support and does everything flawlessly for competitive money. I do this for a living and I'd love to find someone like that!

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Linux

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#2022351 25-May-2018 11:43

pctek:

Why should I have to?
They have 2 tickets, no response and 2 emails, no response.

Why ring, go through the whole blah all over just to get a response?

Hell, Spark has chat even....

Don't call then but you have to wait

John

pctek

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#2022399 25-May-2018 12:33

So I rang. Somebody then replied to my email.

What I wanted to know exactly was can I pay by direct CREDIT in advance, like I do now with my current provider.

Can't see this anywhere.

So the kind person gives me a link - yes.

The link takes me to the credit card payment page, with a link to direct debit at the side.

Fail.

- Did he check first?
- Did he go ask billing?
Actually I logged a ticket to billing as well. No response.

So phone person doesn't answer the question, oh this one is at lunch, that one is in a meeting. oh we're sorry, it won't happen again.

But it already did.

So stuff it.

I'll not bother.

I don't care about cheaper, I don't care much about any of it except reliable and being able to have choices. Payment choices.

Another one to that spark give me and some won't....not broadband but to do with mobiles.

Well hell, if the supposedly spark can do it, and respond quickly and correctly with info I might as well stay there.

michaelmurfy

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#2022415 25-May-2018 12:50

I've edited your last post - have some respect to the people that work there... They're only trying to help so no need to name call or get angry with anyone.

You'll find on the invoice there is an account number - it is "12-3221-0092790-00" with an account name of "Voyager Internet Limited" - as your reference put the account number. My parents pay via automatic payment each week to this account number and it goes through to the bill fine.

They require a direct debit authority to be loaded against your account still. This is just how they work but if your account is paid / in credit they won't take it via direct debit.

networkn

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#2022431 25-May-2018 13:20

Sounds like both parties will be better off.

pctek

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#2023732 28-May-2018 09:31

Yes.

But I can't even get it cancelled now.

Despite an email saying they will.

The modem arrived today, I sent it back with the courier.

Tried ringing, on hold for a bit and then "We are sorry we can't answer yet, goodbye"

Numerous times.

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VygrNetworkMonkey

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#2023824 28-May-2018 10:40

pctek:

Yes.

But I can't even get it cancelled now.

Despite an email saying they will.

The modem arrived today, I sent it back with the courier.

Tried ringing, on hold for a bit and then "We are sorry we can't answer yet, goodbye"

Numerous times.

Hi @pctek

The router was send out on the Friday the 25th May, 16:01, while your cancellation was received on the Saturday the 26th May, 17:26.
I'm sure you appreciate that we are not able to recall a package sent on a late Friday, then cancelled on the weekend.

We will arrange to have the router retuned to us at no cost to you via a return courier bag as part of the cancellation process.

We had a look at your call logs to ensure the system is working correctly, and it appears you chose the breakout option (ie: leave a message), after waiting 90 secs ... 3 times, rather than hold for a person to assist.
If you give the team a chance to help you, I'm sure they'll be able to resolve your call.

I also believe the Operations Manager has given you his direct contact details should you have any problems - he said he has yet to hear from you. Feel free to contact him directly if you are having issues.

Voyager Internet - Network Monkey

chevrolux

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#2023893 28-May-2018 12:09

Voyager has dodged a bullet i think...

networkn

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#2023899 28-May-2018 12:15

chevrolux:

Voyager has dodged a bullet i think...

Was thinking the same thing!

mattwnz

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#2023949 28-May-2018 13:45

michaelmurfy:

Just phone them - I've found them incredibly quick and helpful via phone.

For email it often takes them 3 days to respond from what I've found. I use it for less urgent issues.

I do wonder why email is treated with less priority by some companies, as it should be a cheaper way to provide support. Some companies will reply within a few hours to emails. Having people answer phone calls must be costly, especially as a single staff member is dedicated to that call and some calls can take half an hour if not longer, and the person phoning also has to dedicate that time too..

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