OneTel – Incredible Incompetence

This post is a follow up to Why you shouldn’t get broadband with oneTel which I wrote earlier this week.

I was contacted back by oneTel today who have taken a whole 48 hours to come to the conclusion that yes they haven’t activated broadband at my parents house like they were meant to. They were supposed to be taking 48 hours to investigate why it hadn’t been activated weeks ago, however when I asked what the problem was all they would tell me was that there was a “technical difficulty”. When I asked what the “technical difficulty” was they stuck me on hold. When released from hold they informed me that they had checked and the difficulty they had encountered was most definitely technical in nature, and that I’d be delighted to hear that my broadband would be active by the 29th of December. I don’t think I was quite as delighted as they expected.

After explaining to the call-centre chump exactly how bad I felt the customer service I had received was he offered me the hefty compensation sum of £11.20. I informed him that this was unacceptable and that I was contemplating leaving oneTel, at this point I was put on hold.. again. Now it seems that when you threaten to leave oneTel you get forwarded from a normal customer services advisor (based in Indian) to a “senior” customer services advisor based in the UK. The senior advisor offered me a deal where my phone/broadband bundle will cost £16.99 per month instead of £24.99. Not a bad deal but quite sneaky as it requires me to keep my account with oneTel to actually get a good amount of compensation/saving. The customer services advisor guaranteed me that this deal would last “forever”, I have asked for it in writing so I can find out exactly how long oneTel consider forever to be.

For anyone interested I have discovered that the oneTel hold-song is Something in the Air written by Thunderclap Newman. Lyrics can be found here.

Pete Graham xXx


One Response to “OneTel – Incredible Incompetence”

  1. Kees Says:

    I’m trying to mail from Holland to my aunt in the UK with an mailaccount at Onetel since december 30th 2006. Every mail is coming back since then untill today. The or websites are not working.
    Another English friend with an Onetel account is also impossible to reach by mail. Reason: the Onetel host is not working. Now for at least four days! Shame on Onetel. This won’t happen to a professional provider in Holland.
    So: you can’t mail to someone in the UK with an Onetel account and you can’t reach Onetel because their sites are not working.

    So: choose another provider!

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