Issue with Magnet Telecom

tom_murphy112 · 28-06-2014 4:28pm #1

Hi All,

We moved to Magnet Telecom last November, however ever since we have been with them we are having issues with our telephone (VOIP) which is connected through their router. The issue we are facing is every couple of days the phone stops working.. I can ring people and other people can ring us, but there is no audio.. so we have to keep rebooting our router for this issue to be fixed.. we have a case with opened with Magnet, but they still haven't fixed the issue (nearly 7 months later).. they did replace our router a while back which didn't do anything.. They are now telling us that it is a manufacturing fault with their routers and have no estimate on when the issue will be fixed.. I am really pissed off with their poor service, as I am paying full price for a services that doesn't work half of the time... anybody else in the same boat ?

Thanks

Gmaximum · 01-07-2014 4:44pm

To say it's a manufacturing fault with the router doesn't clear them of blame. They would have chosen the router/manufacturer to work with their services. No reason why you shouldn't be able to cancel even if you're under contract as they can not provide the service promised - you've given them 7 months you're a patient customer!

phill106 · 01-07-2014 8:18pm

If its a fault with the router, ask them to supply one which works!

tom_murphy112 · 02-07-2014 8:39pm

They still keep telling us that it is a fault with the router (manufacturing fault) and they have no idea when they can expect to get it fixed (from the manufacturing end)... it is kinda annoying since they still charge us around €55 for both the telephone and broadband package.. when asked about reducing the phone bill they insist they will refund the money when the issue is fixed.. which obviously they don't know when that will be... Is there any legal obligation from a telecom company ?

02-07-2014 8:54pm

Yeah I have been a customer for around the same time frame and have been having the same issue..

Gmaximum · 02-07-2014 8:55pm

tom_murphy112 wrote: »

They still keep telling us that it is a fault with the router (manufacturing fault) and they have no idea when they can expect to get it fixed (from the manufacturing end)... it is kinda annoying since they still charge us around €55 for both the telephone and broadband package.. when asked about reducing the phone bill they insist they will refund the money when the issue is fixed.. which obviously they don't know when that will be... Is there any legal obligation from a telecom company ?

They supply the router it's their issue. No problem cancelling

tom_murphy112 · 02-07-2014 9:16pm

Gmaximum wrote: »

They supply the router it's their issue. No problem cancelling

I don't mind cancelling their service, but I paid a €50 connection fee as they don't have a fixed contract.. do you reckon I can ask them to give me back my connection fee + a reasonable amount for the loss of telephone service over the past 7 months ?

Gmaximum · 03-07-2014 1:52pm

tom_murphy112 wrote: »

I don't mind cancelling their service, but I paid a €50 connection fee as they don't have a fixed contract.. do you reckon I can ask them to give me back my connection fee + a reasonable amount for the loss of telephone service over the past 7 months ?

Maybe use there complaints procedure on the website. I had an issue with speeds dropping all the time on my connection and experienced fob offs of all sorts. In the end I used their official complaints process to resolve.

To be honsest I'm not sure about the €50 as its no contract, although I would be of the opinion they should refund it at a minimum. But - they actually retain ownership of the router under their T&C's. Its 100% a Magnet issue which thye've admitted but tried to point blame elsewhere. If they don't give you the €50 go to ComReg

masterboy123 · 18-07-2014 10:53pm

Any update with magnet?
I am planning to get magnet broadband services.

tom_murphy112 · 19-07-2014 3:03pm

masterboy123 wrote: »

Any update with magnet?
I am planning to get magnet broadband services.

No update on this issue, they dont even bother replying to my email now.. even if I do call them all I get is "we will contact you later as we have no update" and have never once gotten a call back... my advice is to avoid them

masterboy123 · 20-07-2014 12:16am

Only thing I liked about them is no contract binding.
Had to pay 200€ to upc now bcoz upc doesn't provide broadband at my new place.
Hoping magnet will install their services on Monday.

Seank2200 · 21-07-2014 4:17pm

masterboy123 wrote: »

Any update with magnet?
I am planning to get magnet broadband services.

I have magnet and they are brilliant, their customer service arent great but ive never exprerienced any drop in speeds or any other problem. Could just be a once off. By far the best provider ive ever had, no contract either so you can just jump off whenever you like.

Riesen_Meal · 22-07-2014 2:46pm

Seank2200 wrote: »

I have magnet and they are brilliant, their customer service arent great but ive never exprerienced any drop in speeds or any other problem. Could just be a once off. By far the best provider ive ever had, no contract either so you can just jump off whenever you like.

Have a look at the other thread on here....

Issue with Magnet Telecom

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