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Topic # 13231 29-Apr-2007 19:46
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We are long time QSI broadband customers (now Woosh). Over the last week our connection has been nothing short of awful. Although the router still seems to be logged on there are hours on end when pages won't load, downloads timeout and email clogs up.

I've spoken to Woosh twice and have been told that it's a problem that will be fixed within just 24 hours.

This hasn't happened.

Can anyone shed any light on this issue? Is it a short term issue or are we going to need to look for another ISP?

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  Reply # 68857 29-Apr-2007 20:02
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This advice probably applies to all internet providers and mobile providers: ask for a case number - they generally have the means of giving you one.

Basically by getting a case number, they have a easy way of seeing what you are talking about when you call... and you get peace of mind knowing that if they don't take action - you have a reference number which hopefully is linking to a case that has records of your call. Bonus points goes to getting employee number or name which adds to your case.

In your case, I would probably ask to speak to a team leader/manager if the issue has not been resolved (twice)... either because the reps don't know what the cause is, or, they just are using the 24 hours thing as a fob off. If you speak with a manager/team leader, get his employee number or name.

The reason why I suggest getting those details is that I got burned with Telecoms New and Moves tier 2, I spoke to a manager who promised an email/call back regarding the issue - never got one, and when I have called back since... have had really poor customer service (and some underhanded remarks as well as an invalid T number) by a few of the people answering my call querying about the TL escalation. To this day, the issue is unresolved, however if you get those details... you save a lot of head banging and time.

Anyway.... back on topic.... If they don't resolve the issue within a reasonable and timely manner, start looking for another ISP. There are plenty of them out there, and there is no reason why you should feel that you are locked to just one (short of a contract).




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