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94 posts

Master Geek


Topic # 66334 17-Aug-2010 12:06
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Open letter to Slingshot

Dear SlingShot

I moved house on the 12th of August and I wanted to change from Xnet to you guys so I gave you ample time to set everything up.

I rang up your call center a week before I moved and told them I wanted the Just broadband plan with iTalk and was informed that I would have to have a home line installed at the new address and then had to disconnect the home line to get the naked DSL which I was a little irritated with as Xnet and every other broadband provider that I can recall does not require a home line installed and so I now have to pay for the phone line connection and then a pointless phone line disconnection fee.

I rang you up on the 6th of August to confirm that things were moving along smoothly and was told that despite me telling the CSR when I ordered your services that there was someone living at the new address with Vodafone, you tried to connect my line anyway before the date I gave you which was the 12th of August which is when the tenants were moving out and Vodafone will cease to be.
I finally get the CSR to arrange my line and broadband to be connected on the 12th and hoped that it would.

The moving day finally arrives; we get to the new house and find we have dial tone but it turns out it was still the old tenants phone number and phone line but with no broadband as this was disconnected the previous night, so I ring up the CSR again to find out what was going on.
The CSR tells me that there was a tech at the exchange switching my line on and that would happen in the next hour which it was.

5:00pm rolls around, still no broadband so I again ring the CSR and was told that because I was wanting Just broadband they need to disconnect my phone number, port it and connect my broadband; so no broadband for 3 - 7 business days... wtf?? why was I not informed of this when I ordered your service??? so it was thursday night so I might not have broadband until the next thursday needless to say wife was not and still is not happy!

Today (monday) rolls around I ring up CSR to get an ETA on my broadband connection; surprise suprise you don't even know when my broadband will be connected.

I ring up in the afternoon and speak to another CSR who tells me that everything is good on your end and that you have to assign a technician to my account and you will have an update HOPEFULLY! by the end of the WEEK!!!!

My questions are this......

1. Why did you not tell me that it would take so long to connect my broadband after you hook up my phone line?

2. Why when you knew my line was going to be a just broadband connection could you not just hook up my broadband when the technician was hooking up the phone line?

3. Where the is the technician and why has none been assigned to my case when you have had so long to do it?

I could have stayed with Xnet and infact I still can go with Xnet and I know they will connect my line faster than you can, I have not canceled my xnet account yet so I might just cancel your service but I will give you the benifet of the doubt.

I will PM the slingshot geekzone member my account information so hopefully this can all get sorted asap, by asap I mean connected within 24 hours.

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  Reply # 368612 17-Aug-2010 12:34
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Very sad lack of knowledge about their own plans an processes by the Slingshots CSR's.

I think your expectation of moving house and moving provider with no downtime is a tad unrealistic though, pretty much all residential connection work comes with a caveat or disclaimer that it make take upto 10 working days depending on demand and availability of techs.

However I agree the CSR communications should have been better.



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Master Geek


  Reply # 368774 17-Aug-2010 16:57
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Ragnor: Very sad lack of knowledge about their own plans an processes by the Slingshots CSR's.

I think your expectation of moving house and moving provider with no downtime is a tad unrealistic though, pretty much all residential connection work comes with a caveat or disclaimer that it make take upto 10 working days depending on demand and availability of techs.

However I agree the CSR communications should have been better.


It is not unrealistic to assume that my connection should be connected with no downtime especially when I gave them a weeks notice that I was moving house.

My wife rang earlier and was told that there is still no technician assigned to my connection to connect my broadband but that he thinks it will be connected by thursday.
Sorry not good enough.

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  Reply # 368797 17-Aug-2010 17:48
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I am having a very similar experience. Currently on Telecom total home plan with Bigtime, but decided to switch to Slingshot Naked DSL + iTalk.

I signed up (and my credit card was debited) on July 14th. It is now August 17th and I am still not connected. I have rung them 3 times (every Friday since July 30th) and each time get a slightly different version of a story about how they are having problems with Telecom etc etc.

I was pretty close to just cancelling the whole thing last Friday, but the CSR (someone called Tiffany) was pretty reasonable and assured me that my connection was being treated as urgent and shouldn't take much longer.

I was also given no indication whatsoever when I signed up that the process was likely to be at all complicated or take anywhere near this long. The CSR was very vague on details (eg how long it would take to port the phone number to iTalk, whether iTalk would be usable as soon as broadband was connected etc).

The only thing stopping me from just giving up on Slingshot is that I'm not sure any of the other companies are any better ....

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  Reply # 368802 17-Aug-2010 17:51
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I will PM the slingshot geekzone member my account information so hopefully this can all get sorted asap, by asap I mean connected within 24 hours.


Mate you will be lucky if you get connected in a MONTH

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  Reply # 368830 17-Aug-2010 18:45
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scottjames84:
It is not unrealistic to assume that my connection should be connected with no downtime especially when I gave them a weeks notice that I was moving house.


1 week actually isn't necessarily a realistic timeframe. There is a lot that has to go on behind the scenes in terms of provisioning.

 

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  Reply # 369020 18-Aug-2010 06:43
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sbiddle:
scottjames84:
It is not unrealistic to assume that my connection should be connected with no downtime especially when I gave them a weeks notice that I was moving house.


1 week actually isn't necessarily a realistic timeframe. There is a lot that has to go on behind the scenes in terms of provisioning.

 


When I signed up with Slingshot (for naked DSL and iTalk) I was told it would take 5 to 10 working days.



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Master Geek


  Reply # 369062 18-Aug-2010 08:36
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I rang them 9 days before I moved house, that is 1 day off their 10 day turn around period.

Apparently according to a csr last night the 10 day thing got reset on my moving day because they screwed up.

We were told we should have internet tomorrow but I will give them till friday, no internet on friday I am canceling my lack of service and going back to xnet, not paying the termination fee either.

Xnet can connect a Ndsl line without having a current phone line, I am thinking this is because they are a better ISP with better training.

It has been 11 working days so far since signing up with Slingshot

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  Reply # 369148 18-Aug-2010 10:17
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sbiddle:
scottjames84:
It is not unrealistic to assume that my connection should be connected with no downtime especially when I gave them a weeks notice that I was moving house.


1 week actually isn't necessarily a realistic timeframe. There is a lot that has to go on behind the scenes in terms of provisioning.

 


Xnet got my naked DSL connected in just a few days and that was even after some paperwork got mislaid :)



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  Reply # 369229 18-Aug-2010 12:34
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Rang them today and found out that my exchange cannot actually do the naked DSL plan.... wtf?? ummmmm couldnt they tell me this when I signed up with them?

Not sure what I am going to do now; I didnt even know that some exchanges cannot handle a naked DSL connection and apparently neither does the majority of Slingshot CSRs.

Pretty sure if I terminate my contract I legally do not have to pay termination fee as agreed upon services cannot be connected.



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  Reply # 369231 18-Aug-2010 12:38
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whats really funny is when I punch in my address on the slingshot page it says I can have the just broadband plan.... so is the CSR just an idiot or can I really not have naked DSL.

Gonna give Xnet a ring tonight and find out if they can hook me up with Ndsl at my new place.



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Master Geek


  Reply # 369357 18-Aug-2010 15:11
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Rang Xnet and Xnet told us that if we can get broadband then there is no way that N-dsl is not availiable.
Rang back Slingshot and told the CSR this who gave us an interesting answer, she said that our line can do naked DSL but not VOIP and this is because the wiring at our house is wrong.
Not sure how they know this as they havent been to our house and VOIP has nothing to so with our homewiring (wiring is fine by the way, im a teletech so I know this)
Asked to speak to a tech and they said that it will take them 3-4 business days to get out to the exchange to have a look and see what is going on.

Where do they get these people from???? muppets.

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  Reply # 369367 18-Aug-2010 15:23

scottjames84: Rang Xnet and Xnet told us that if we can get broadband then there is no way that N-dsl is not availiable.
Rang back Slingshot and told the CSR this who gave us an interesting answer, she said that our line can do naked DSL but not VOIP and this is because the wiring at our house is wrong.
Not sure how they know this as they havent been to our house and VOIP has nothing to so with our homewiring (wiring is fine by the way, im a teletech so I know this)
Asked to speak to a tech and they said that it will take them 3-4 business days to get out to the exchange to have a look and see what is going on.

Where do they get these people from???? muppets.



That is why I only deal with companies that put things in writing. Unfortunately when I was with them, they never replied to emails, so I shifted to xnet, who were more expensive but a far better service.

 

Didn't you read reviews on ISPs, or watch fairgo about the ISPs that get the most compliants?



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  Reply # 369424 18-Aug-2010 16:57
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Still waiting on telecom wholesale tech to get back to us with what the heck is going on.
I know broadband works at the address I am at as the person who lived there before I did had Vodafone working brilliantly.

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  Reply # 369425 18-Aug-2010 16:57
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scottjames84: Rang back Slingshot and told the CSR this who gave us an interesting answer, she said that our line can do naked DSL but not VOIP and this is because the wiring at our house is wrong.



... that's got to be the weirdest reasoning I've ever heard! Can you please PM me your account number and I'll get one of the team to look into this for you. I'm actually on holiday at the moment, or I'd do it myself for you :) 



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Master Geek


  Reply # 370400 20-Aug-2010 17:37
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Finally got connected this afternoon, on hold with them now to find out why I do not have naked DSL yet, just standard broadband with their homeline and trying to find out why usenet servers only download max 4-5kbps.

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