Archive for the ‘broadband’ Category

OneTel – Incredible Incompetence

December 21, 2006

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

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Why you shouldn’t get broadband with oneTel

December 19, 2006

On November 21st I called up oneTel to request they transfer my broadband connection from my house in Ironbridge to my parents house, at the time I was informed that this would take up to 21 days. Today is 19th December almost a whole month later and the broadband has not been transferred here is a list of reasons why oneTel are shit and you shouldn’t buy broadband from them:

  • They sent me an email on the 16th December (3 days ago) claiming the broadband had been successfully switched over
  • When I rung them this morning they claimed to have no record of a request to transfer the broadband ever having been made
  • Their “TalkTalk/Onetel Technical Advisor” number 0870 818 8179 doesn’t work
  • Their “Internet Technical Support” number 0845 818 0096 doesn’t work
  • Their “Customer Support” number 0845 818 0505 seems to be permenantly engaged
  • The only number which seems to work is 0845 818 8000 and if you use that you guaranteed to be forwarded through at least 3 departments
  • I have now been informed that I have to wait 48 hours while they “look into” why the broadband hasn’t been transferred
  • They appear to be utterly unable to handle the concept that someone might want to move house
  • If you are joining oneTel you get forwarded to a UK based call-centre, once they’ve “trapped you” as a customer you get forwarded to India
  • They use some god-awful hold music I think its Katie Melua but I could be wrong
  • They use the same song on repeat for their hold music

The really disappointing thing is once you’ve got Broadband set-up with them they offer a pretty good service but its such a pain getting it set-up its really not worth it.

Pete Graham xXx