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madboy

6 posts

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#21060 14-Apr-2008 21:44
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Already had dialup with Slingshot. Thought we would upgrade to broadband. So went online and filled out the online form. First problem, told us the username was invalid. Duh, already been using the username for 3 years. So sent an email to complain. Not a lot happened. Rang up to see what was going on, but no record of our email.

Tried to sign up to broadband over the phone but the guy at the other end said there was a problem with the suer id. Waited another couple of days..... Rang again, ah yes, your user id has numbers in it and that will not work with the broadband system. What!!! Suggested that they find a solution. Waited another couple of days...... 2 weeks later, Slingshot must have been doing a broadband push. Got a call asking if we would like to upgrade. Oh yes please, did try 2 weeks ago, but nothing happened.

This time the guy on the phone said, no problem will get this sorted right now. Oh dear, ummmm your user id has numeric in it and that does not seem to want to work. Let me email our techos, I am sure they will sort it out. Waited another week.

Interestingly Slinigshot cannot make outbound calls?? I suggested a couple of time that someone may like to call us to advise on progress, oh no sir we are in inbound call centre. Huh, what kind of customer service is that?

Anyway after about 6 weeks we get the broadband up and running with our free modem. Oh wait a minute, no they got that wrong too. Our first invoice for the broadband included the $79.95 for the 'FREE' modem. Man-o-man!! What next. Well they lost the credit card details so the payment did not process.

I know they like to keep things simple, but I think they may be a bit too simple.

Anyone else had similar experience?

No wonder take up of broadband in New Zealand lags the rest of the world. Even when you try it takes too damn long!

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hellonearthisman
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  #123647 15-Apr-2008 12:58
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Did you get your user name/id with numbers in it?

 
 
 

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madboy

6 posts

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  #123648 15-Apr-2008 13:02
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Yes we did after being told 3 times we would have to change.

MikeGayner
183 posts

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  #124256 17-Apr-2008 07:39
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I also had a drama signing up, then they billed me for the modem which I didn't ask for. And another mysterious $25 charge. Sigh.



holmesr
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#124606 18-Apr-2008 08:27
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I can sympathize with you, when I was with Slingshot we were having constant connection problems and also customer service problems eg rude arguable etc and paying for FS/FS internet and getting 3 Meg down and 90 Kbps ( and less) upload too them two weeks to fix that and all this carried on I would not recommend them to anyone :) I'm now with xtra and have found them quite helpful internets a little price though but hey lol I like the speed :)

madboy

6 posts

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  #124608 18-Apr-2008 08:33
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Hmm. That is interesting. Now that we hae 'broadband' install we seem to be getting download speeds of 260k, which is the plan we are on, and upload speeks of 8 - 11k. Not quite broadband. Called the support line and they start with the usual. How many phones in the house. Is the modem onan extension lead etc. etc. Funny thing was, the first week everything was fine 260k/128k. So to appease the support people I guess we will have to go through all the steps. Roll on email address portability:-)

holmesr
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#124614 18-Apr-2008 08:44
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Madboy, I'm pretty sure you can keep your email address with them for a small free Xtra does something similar to check it out something like $2.95 a month Nz Dollars do check i'd ring a few of the support team going by how gimpy they are lol 

madboy

6 posts

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  #124620 18-Apr-2008 08:51
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Ok. I might do that. Thanks



freitasm
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#124621 18-Apr-2008 08:53
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madboy: Hmm. That is interesting. Now that we hae 'broadband' install we seem to be getting download speeds of 260k, which is the plan we are on, and upload speeks of 8 - 11k. Not quite broadband. Called the support line and they start with the usual. How many phones in the house. Is the modem onan extension lead etc. etc. Funny thing was, the first week everything was fine 260k/128k. So to appease the support people I guess we will have to go through all the steps. Roll on email address portability:-)


They do have a point as many devices can interfere with broadband when on a house wiring. Old wires, bad maintenance, too many devices, wrong filters this can all affect performance.

As for e-mail address portability, it is already here. You can register a domain yourself and one of many free or paid for e-mail hosting services. For example Google Apps, Domains Live,  or Mail2Web.




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holmesr
18 posts

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#124622 18-Apr-2008 08:57
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lol there was no old wires in the house we were in, it was 2 years old but everyone has a different experience with an ISP many people will have an opinion about these things over-all they aren't too bad they just need to work on a few areas thats all really 

madboy

6 posts

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  #124623 18-Apr-2008 08:58
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I do not dissagree with them about the number of phones etc. it is just I went through checking, line quality, extensions etc. before we upgraded. I guess they have a script to follow....

With the email address portability we actually wanted to keep the address we already had, and as that is a slingshot address I did not think there was much option. 

richms
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  #125709 22-Apr-2008 22:06
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They even want you to go thru the same steps with naked dsl "can you disconnect all your phones from the line please" - me: "No" - them "ummmm, why not?"

Duh...

I have never once had a reply for a ticket I have sent them result in an outcome. I have had replys wanting more information.

Still no answer to getting my static IP removed since I wasnt told it would be 20 bucks a month by the person that added it. I could only find mention of "a charge" on their site.

The only company that can out suck them for customer service lack or response is fatso.co.nz IMO.


I did get a response to my italk not working when I got around to posting on the slingshot forums and scotth answering the thread to get a call from someone about my italk.





Richard rich.ms

Detruire
1660 posts

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  #125735 23-Apr-2008 00:52
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I've only had one ticket resolved, and it was asking if I could sign up for WiMax. (Answer was no.)

The one before only resulted in multiple attempts to get me to phone them, or to give my phone number for them to call me...




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talk2me
2 posts

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  #132876 23-May-2008 20:11
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I find this situation funny (from the fact how silly it is on CallPlus side) and also share your frustration!

CallPlus DO have an outbound means of contacting customers, even their inbound centres do unless it is an outsourced call centre which probably doesn't.

I hope you find a solution with them, but if worst comes to the worst ask to speak to someone high up as it will always get you sorted!

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