UPC – Customer Service, Not !


For about ten days, maybe even two weeks now I’ve been having a bit of trouble with my broadband connection. It keeps dropping, seems to do it moreso during the day.

Now, I had assignments and stuff to do so yesterday was the first real chance I had to call and complain. I was on hold for 13 minutes before I got through to a ‘customer service’ rep.

I originally got UPC broadband nearly two years ago when I was living pretty close to the city centre and when I moved to my current address, UPC unfortunately didn’t over the area so I was using Clearwire. The speeds weren’t great but it worked.

When they installed the Broadband first UPC or Chorus/NTL, whatever they were called, also supplied a white netgear wireless router, which worked a dream and has been great for Wifi around the house and using the internet on our phones, especially great when I was on the sticks and couldn’t walk properly for seven months.

So when UPC starting offering Broadband here I jumped at the chance, I love watching baseball online and have a subscription to MLB TV. We also opted to get a landline number with the package. Along with TV channels, all in all UPC get €130 from us a month. That shouldn’t be sneezed at.

When the guy arrived to install the cables etc, he couldn’t get the new wireless router supplied to show up or connect on the mac so he tried putting it through the original netgear router that UPC had given me. This worked.

I got speaking to the lady who asked me to verify my details and number. I was calling from the number they have supplied me with. I told the lady that there was a problem with the broadband and it was dropping, which is very annoying. Trying to upload video to youtube or audio for podcasts is becoming a task which needs to be done at 2am as the connection kept cutting off.

Just before speaking to them the connection went off again. She told me that the connection had been online for 19 hours and the modem was working fine. Well, there’s the first problem, this is broadband always on, I don’t take it out so this showed that there was a problem. she checked her ‘technical details’ and said that there must be something wrong with my wireless set up.

When I told her what the workguy did set up the network and It had been working. She asked me to please hold and off she went again. During the week when I was having connection problems, I tried using the router with the Clearwire modem which I still have here. It worked perfectly without any problems or dropouts for several hours. Therefore I know the router was working, and the wireless on the computer and phone was working. Anyway isn’t too much to thing that the computer and phone wireless wouldn’t work at the same time dues to some freak reason?

Now remember I was calling from their phoneline. The lady arrived back to me and started saying that it would be up to me to get in touch with Netgear because it was ‘obviously’ a problem with their product. When I went to explain that the Netgear router was actually working fine with the Clearwire box and actually you guys supplied it anyway, she couldn’t hear me.. And kept saying ‘hello, hello ‘ as I replied ‘Hello can you hear me?’. She promptly put down the phone.

This is from a phoneline that UPC have supplied, she knew I was calling from that number and to be honest, while I’m paying them €130 the least I would expect from Customer service is a simple callback. She had all my contact details.

So I’m going to speak to a manager in the morning..

Last night again the broadband dropped, both wireless through my phone and my computer. It took me almost an hour to get connect to MLB.com so I could watch SFGiants play the Astros. I eventually got on when it was the 4th inning about 22.11 our time.

UPC, your bad… I expect a decent response, being nice on Twitter doesn’t matter a toss, if you have sh1t customer service/technical people working for you – no matter how good your internet is when is working, It’s the crap customer service and their response when we have problems, that people remember.

Get Your act together.

Comments

comments

  • Nessy

    Hi Keith thanks for dropping by, I put some ** in cos I don’t like that word 🙂

    still with upc, the only real option where we are. Yesterday we had problems, no internet for 9 hours. we got back online last night but without wireless which is crap. I got around their problem by putting an ethernet cable into a different router and using that for wireless for our house.

    My housemate got a text this morning, the same as you mention, they obviously changed the settings on the router remotely, it’s all fine now. We weren’t told about texts, when we tried to get technical support last night we were told we would get a call in between 24-48 hours..

    I just hate the excuses, like our system says you’ve been online for 26 minutes? So that shows the internet was down!

  • keith

    i recently got my upc package (phone,broadband and tv)..the tv seems fine,i cant get a dial tone from the phone and the broadband has been going off alot and it seems to happen when i turn my playstation on.i rang them yesterday at 12:30 as it went off then and the guy asked for my num and technical support will ring me back..but no call from them..my internet came back on at 11:30 last night 11 fucking hours.i simply rang to ask why this was happening and he cudnt answer.i got a txt from them this morning asking me to type CALL if i want them to ring me i did..then i got another txt saying my reported broadband fault could be resolved i had to reply SERVICE so does this mean they arent going to ring me?i always wondered what UPC stands for and know i know UnProfessional C**ts!

  • Jac

    Today many websites are not working via UPC.

    When i connect with VPN, they works fine.

    I don’t even care to call UPC, they sucks

  • conorbyrne

    UPC have taken over our tv service recently…wow I thought Broadworks were bad…their customer service is awful. They just see everything with UPC eyes…they dont think about things from the consumer perspective. For example, my TV was off for 2 full days, I spoke to a neighbour who told me that UPC were fixing it (so they knew there was a problem). The service is still patchy in my area and when I called to let them know about that, I said I wanted credit on my account for the 2 days I was without TV (remember their engineers were on site and knew about it). But because I didnt call them and tell them I cant get credit! Seriously..so I have to tell you about a fault you already know about and if I dont I have to pay for your service??

    How about this….you knew there was a problem, you knew the area where there was a problem, so go into the accounts and credit the customers in that area. Simple.

    Imagine the goodwill that would create (especially as we now have the option of sky to switch to)

    Now that would be “Changing for the better” it would be a real way to show that you are committed to “bringing you the services you deserve” and that you are “committed to offering our customers excellent service at all times”

  • I was told a few times myself that the modems are offline in the area also. That’s how my problems occurred. Apparently they can “remotely activate” them and also identify who is on and off. For some reason I am regularly disrupted.

    My only amjor issue is the shoddy installation given. As we required an upgrade of service, the employee came, got a drill, drove it through the wall and brought the cable through. The cable box is installed at a wrong angle, in a poor place affected by the curtain, with 4 meters of wiring attached, for a distance of less than 50cm. It’s a very bad job.

  • nessy

    18/05/2010 21.51

    This afternoon I called UPC again and this time got a very nice girl on the phone who actually listened to what I was saying. After going through the Switch it off and on again routine she said that yes, she could see that the modem was offline.

    She put me on hold momentarily and then told me that at that point there was 80% of all UPC modems offline in the area. This showed that there was obviously some sort of fault. This would be rectified as soon as possible.

    The internet and phone are offline. Hopefully it won’t be too long.

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