Over the past couple of months I have had intermittent problems connecting to the internet. Prior to that, it was a second or two and hassles free. Often these connection problems would either be error 691 or 678. I would just keep trying and sooner or later I would connect.
In frustration I sent a PM to Rupert who responded very quickly and assigned the issue to a team leader who was quickly in contact with me and told me he was looking into the matter. Soon after that another team leader contacted me and told me there was a problem with the radial server and it would be sorted in a week.
Anyway things did not improve so over a few weeks so I phoned support and things seem to have improved with far less error messages and more quick logs in than slow, so things seem a bit better.
This morning (about 05:30) I just can not connect. I phone support and after 10 minutes eventually get through to the one and only support person on duty. Then he wants to do a security check!! This when I have just woken up and can not connect to the internet because of a WA issue!!
A few weeks ago I took this matter up of security checks with Rupert who told me it was going to be discussed the next day at a management meeting. I have no problem with a security check when I want to buy gigs or do changes to my account but when I can not get onto the net due to internal problems please do not raise my annoyance levels by wasting my time (and money seeing I was paying for the call which lasted over 14 minutes) with silly issues such as this.
WA this is not good customer service at all. And surely a company of your size should have a radial server that works so that your clients can connect to the web when they want to – with ease.
On a positive note I do appreciate the effort made by some of the staff to help who have made contact with me over the last few weeks.
Sadly the message left with the support guy this morning asking the team leader who has been helping me to phone me when he comes on duty (at 08:00) appears to have gone unheeded as I am still waiting. Just another instance of poor support.
In frustration I sent a PM to Rupert who responded very quickly and assigned the issue to a team leader who was quickly in contact with me and told me he was looking into the matter. Soon after that another team leader contacted me and told me there was a problem with the radial server and it would be sorted in a week.
Anyway things did not improve so over a few weeks so I phoned support and things seem to have improved with far less error messages and more quick logs in than slow, so things seem a bit better.
This morning (about 05:30) I just can not connect. I phone support and after 10 minutes eventually get through to the one and only support person on duty. Then he wants to do a security check!! This when I have just woken up and can not connect to the internet because of a WA issue!!
A few weeks ago I took this matter up of security checks with Rupert who told me it was going to be discussed the next day at a management meeting. I have no problem with a security check when I want to buy gigs or do changes to my account but when I can not get onto the net due to internal problems please do not raise my annoyance levels by wasting my time (and money seeing I was paying for the call which lasted over 14 minutes) with silly issues such as this.
WA this is not good customer service at all. And surely a company of your size should have a radial server that works so that your clients can connect to the web when they want to – with ease.
On a positive note I do appreciate the effort made by some of the staff to help who have made contact with me over the last few weeks.
Sadly the message left with the support guy this morning asking the team leader who has been helping me to phone me when he comes on duty (at 08:00) appears to have gone unheeded as I am still waiting. Just another instance of poor support.
