UPC Problem

Fol20

At the moment were getting phone and broadband with upc.Broadband is fine but the phone is terrible.It has given problems every day where the phone has gone dead for hours.We have rang them every day,Same old story disconnect it for a bit,boost the signal and another few things.We have had 2 technicians out to look at it but its still not working.Now my mum wants to switch back to eircom even though we have a 12 month contract with them.Does anyone know the legality of this in voiding the contract.I know there is a 100e disconnect fee but i want to dispute this since we are paying for a service that we are not getting.

mick.fr

Write a registered letter, state that they have been unable to deliver the minimum service so far.
State that they have a week to fix the issue otherwise you are putting an end to the contract without further notice. State you will not be paying the 100 euro exit fee because of the constant delivery and service failures.
Don't forget to stop the standing order with your bank.

_Sidhe_

If you haven't gotten teh service, you can't be charged the fee.
Call them and see what they say.
They have to be supplying a service.
If it breaks you have to give the m a chance to fix it, but if they can't you can leave.

cdb

Have you checked the upload speeds you are getting when the problem is occurring, it might be what is causing the phone problem.

My neighbour and I have been getting really poor uploads with UPC for months now, our IP phone is unusable when it happens, generally in the evening.

www.upc.nl/speedtest

RangeR

Option


You could cancel the phone service [because of lack of service] and maybe try out blueface instead.

It won't cost you much. In fact, it won't cost you anything as they give you €1 of credit to test their service. Don't be fooled into thinking this is a tiny amount of credit, you can talk for hours [to landlines] with that credit.

You MAY need an ATA like a Cisco Linksys PAP2 which are very cheap [approx €50] and you can plug any normal phone or DECT into it.

Benefits:
You can leave Chorus at a later stage and use another internet provider but your phone service remains untouched. No porting worries or major down time in phone service.

goz83

Fol20 wrote: »

At the moment were getting phone and broadband with upc.Broadband is fine but the phone is terrible.It has given problems every day where the phone has gone dead for hours.We have rang them every day,Same old story disconnect it for a bit,boost the signal and another few things.We have had 2 technicians out to look at it but its still not working.Now my mum wants to switch back to eircom even though we have a 12 month contract with them.Does anyone know the legality of this in voiding the contract.I know there is a 100e disconnect fee but i want to dispute this since we are paying for a service that we are not getting.

I am having the very same issue with UPC. Although I am running a business and a non profit organisation from my land line so its a huge issue for me. I have 20meg BB and digi TV as well as the phone so I put alot of faith in them this time. I wrote the following letter to them just moments ago.


Dear Customer Support,

I have been having an ongoing problem with my phone service for a number of weeks. On a number of occasions, I have been told by family and friends that they cannot reach me via the UPC land line. Upon checking this, I discover that the phone does not receive incoming calls. There is an initial ring from the dialing end but no receipt on the receivers end. It is as if the phone line is unplugged. I have reported this on a number of occasions and each time I am told the problem will not occur as it has been fixed on your end. Each time, this proves not to be the case. I can safely say that my family/friends have only been able to reach me via the land line less than a dozen times since it was first activated. I changed the handset in the hope that the problem would be fixed.

This awful service is having a detrimental effect on my home-run business, as clients are unable to contact me. I am extremely unhappy and angry about this and I expect the problem to be dealt with immediately. I am right now without a phone service and my businesses are on hold and losing money as a result. In recent weeks I have been receiving very few calls and now I know why. I phoned within the last 48 hours and spoke to Gavin in tech support. He said the problem was fixed after much messing around with phone wires. Only days prior to this, I spoke with Eoin. He said the problem was fixed after resetting the line on your end. Today I rang the land line from my mobile, and it is once again not working! This has been ongoing for an unrecorded amount of time. This is unacceptable by any standards. I contacted technical support today and spoke to a rep who did not give his name, and instead requested my details first. Very unprofessional. I assumed he was resetting the phone again and he said he would get a team out to check the line. I expected my phone to be operational temporarily again but I am completely without service!!

In recent months I was being overcharged for my phone service by more than twice the agreed price. I had to complain to receive a refund which was given in the end. And now I am paying for a service I don't have. I suspect my phone is down the vast majority of the time as it does not ring most times.

I have a good mind to report this to comreg and the media because I have lost a great deal of business as a result. I also have a non profit organisation which utilises the same land line for advice and support. This has also been severely affected by the lack of service you have provided. I am very seriously considering cancelling my service and taking action on this matter.

Regards,

Gary McGrath
Unhappy UPC Customer

Fol20

Thanks for all the advice,im gonna send a letter.

goz83

Update:

The guy I mentioned in my letter (Eoin) rang yesterday evening on the land line. Funny how it works when they want it to. Anyway, he asked if there had been anymore issues (even though he well and truly knew there were). I updated him anyway and he said he would pass the issue up. The phone works right now but i suspect its a signal boost. Problem there is the kids are watchin tv before school as normal and the signal is very bad. The picture is freezing every few seconds. Disgraceful!

_Sidhe_

Do you people not think it's a bit messed up posting the names of the agents you're speaking to, not to mention probabaly illegal.

Would you like it if somebody was doing it to you in the forum for whatever job you work in for instance?

Yama

Maybe it'll encourage them to provide a decent service. Anyone I spoke to was useless. I actually called the premium number for support which was a complete waste of time. I'd say I knew more than the so called specialist technician who had no idea what I was talking despite explaining what is a very simple problem in a very simple way. He said he'd have to check it out and I never heard from him again. And I'm damn sure I got charged 98c for privilege of nothing but increased frustration