WOOSH Customer Service

Forums › New Zealand Broadband › WOOSH Customer Service

pctek

807 posts

Ultimate Geek
Inactive user

#39700 18-Aug-2009 13:59

Had a customer recently ring me as he had been away for 2 months and while he was gone his sister trashed his O/S.

I did a clean install, hooked it up to my net and updated everything, restored his personal stuff and gave it back.

He rang me as he couldn't get Woosh going. I went up and tried everything and then spent some time with the Woosh guys who made me do everything all over again and then concluded it was his PC.
Eventually they sent out a new modem.

Surprise, surprise, it made no difference so I took his PC up to another customers place (off a different tower) and set it up all over again. Worked perfectly.
Back to his house, tried the receiver on the roof, no joy, so he rings Woosh back again and gets told "due to technical difficulties they couldn't come out for 3 weeks".

Meanwhile another customer off the same Woosh tower had been having the same problem. She had it working for 2 weeks and then it lost it for the next 2 months. She was told there was a 3 week wait too.

Meanwhile after I ad driven all over Southland proving there was nothing wrong with his PC or modems, he manged to get them to come out sooner.

They told him that the modem was "confused and getting signal from 2 towers".
Whatever they did they sorted it finally.

The other customer rang me today to tell me she was told the same thing - it was getting signal from Woodlands tower (the one they were both off) and Bluff tower.
I don't believe the Bluff tower bit - thats about 50kms from her.

*&^%$# Woosh. I did 125KM with all this running around.

jayaldous

64 posts

Master Geek
Inactive user

#248179 18-Aug-2009 14:32

I had a bad time with woosh, and a worse time getting my money back guarantee honoured.

The quality of the product itself isn't as bad as many people say (location dependent of course), but the customer service really sucked big time.

Pluralsight

Learn cloud, mobile, security, data and web technologies with Pluralsight (affiliate link).

Woosh

26 posts

Geek

Trusted

Woosh Wireless

#249111 20-Aug-2009 17:03

In rural Southland we have a slightly unusual cellsite configuration where we put our sites on hills, and extend their radius to around 25km. This allows us to provide a broadband service to people in areas who otherwise can't get it. However, it does make antenna installation for those far away from the sites more complex. Because of this, we have a couple of staff in our Invercargill office, and contract 2 companies, who are trained in external antenna installations for these situations.

In winter, weather conditions and ice on roofs can slow them down a little. They currently have a few week's bookings. We are working hard to reduce that.

We would encourage your customers to contact our helpdesk to arrange a visit, or drop into our new Invercargill store if they are passing by.

See the 'Contact Us' page on www.woosh.com for details.

Regards,
Woosh

gomez

84 posts

Master Geek

#253362 5-Sep-2009 11:15

You don't believe the Bluff Hill bit. Well consider the elevation of Bluff Hill and the downtilt of the panels up there to catch the lower regions of the hills.

I had an installation once in Lochiel (just before Winton) and was unable to get a reliable signal from Winton Hill due to hills in the path. I cleared down the modem, and set it searching again to eventually find a signal from White Hill. Totally unusable due to RSCP being too low, and well out of extended cell range.