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Topic # 15436 22-Aug-2007 21:22
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Looks like Ihug are going from useless to utter horror story.

I have a Ihug phone line (xnet for internet)

I used to have internet with ihug, until it became so slow it was unusuable and they couldn't fix it. Xnet speeds on the same port/line are much better.

I said I would keep my phone line with them instead of Telecom (all in favour of competition.)

Well, they are screwing up all my toll calls for July, they all are timestamped at 12:00am and now I get this gem of a letter (below.) saying I had "requested" to cut off Voicemail and Call Waiting, after I phoned up last night to complain about my billing errors on toll calls.

The CSR Rep tonight says they had made a mass billing error, and did not bill anyone for Voicemail or Call Waiting, so to fix the problem they simply canceled everyones voicemail/call waiting if we didn't ring them up and tell them not too. (Anyone else had this happen to them.)

When I asked why they didn't contact me, they said they send out a e-mail, I asked him when, because I never recieved it. He couldn't tell me when, or could confirm they actually did. (and I got the one saying they canceled by Voicemail/call waiting so they had the right e-mail address.)

I asked him why they simply didn't ring me up and ask me if I wanted to keep these services, and perhaps even pay the past months costs. the CSR stated that THEY HAD TOO MANY CUSTOMERS and that it would have been lots of work.

When is ihug going to learn, that customer service IS WORK. You can't just batch delete services, without notification... oh wait, thats what their biggest competitor is doing... Guess you can... When is Telco service in New Zealand get to the point I don't feel like strangling people? I want to feel like those dudes in that Magic Telecom van full of high bandwidth goodness, perhaps with a puppy dog and fields of grass to run through with a beautiful girl. All I get is some Manillan dude telling me they couldn't be xxxx'ed calling before they cut off my services cause they xxxx'ed up.

I want a pony.
------------------------------------------------------------------------------------------------------------
We've deactivated your ihug home phone feature as requested

Your customer no. is: xxxxxxx

Hi Mr Tyler Secret Last Name,

Thanks for your request to deactivate Voice Mail,Call Waiting,Voice Mail,Call Waiting on your
ihug home phone account. This request has now been completed.

Should you wish to reactivate this or any other home phone features,
you can do this by going to my account.

Home phone features are charged on a full-month basis.

cheers,
from the ihug team

web: www.ihug.co.nz
email: accounts@ihug.co.nz





Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

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  Reply # 83399 22-Aug-2007 21:42
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exportgoldman: I want to feel like those dudes in that Magic Telecom van full of high bandwidth goodness

Sure, like they're not having a bad time at the moment (blowing too many bubbles I guess).  It seems to be a great past few months for telcos in NZ...  VFNZ billing system changeover, Ihug playing silly buggers, and the current Xtra farce. 

Perhaps as part of telco regulation, we can have standard alerts on the telco websites (e.g. SNAFU or FUBAR Tongue out) or maybe something like this little gem from Geek & Proud (I really love this!):





Post-geek, opinionated mediaphile, and natural born cynic. Jack of all genres, master of none.

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