UPC Dilemma. Pay or not?

Allyall

Hi,
I am having a horrible time with UPC at the moment. I have been ringing them since early March about my broadband not performing as well as it should. It has actually been this way since long before March, but since then it has become unbearable.
Nobody has got back to me about why i a having such problems, but have told me on several occasions, that somebody would. So today i rang and got through to a girl, i had to do all the usual blurb, and give details etc..I only wanted to talk to a manager, but wasn't allowed the chance to say, as soon as she looked at file and saw that i am having issues with broadband, she tried to contact Tech Support. I was left on hold for 7 minutes listening to that HORRIBLE ANNOYING music. Anyway, when she came back to me, it was to tell me that Tech support are uncontactable, and would i give her all my details, and someone will ring me back when an update has occurred re my broadband. I then asked could i speak to a manager, or somebody with higher authority, she told me, that was Tech Support, i asked is there not somebody near you, with more authority, a manager perhaps? Again i got the "We will ring you when there is an update, Tech Support are the authority you are asking to speak to"..
I had to hang up, i was afraid i'd start to curse or, worse..

I now just want to change Service Providers, but don't know who to go to.

Eircom says no to Torrents, so they are a no go. Can't get my Distro's of Linux or access Clearbits.net.

Anyway here is my results on Speedtest.net



As i am planning on leaving them, i am thinking of not paying, as i this is the service i have been dealing with since early March, (I have paid for the month of March already).
Would i be expected to pay?
Should i pay?
Would you pay?
Can i contact anyone about not paying?

ABajaninCork

Guess calling them has had no effect.

Have you put this in writing? A letter especially one sent via Registered Post is hard to ignore. Address it to the Chairman of UPC. You've obviously got screen shots of the baud speed you're actually receiving, so I would attach those too. Tell them this is far short of the service you expect and you would like a rebate. Take the opportunity to tell UPC you will be switching SP with immediate effect due to the exceptionally poor service you've received. I assume you've kept notes of whom you called and when. The next time you call, take the name of the person you speak to, and put all the details in the letter as well.

Actually - isn't there a UPC rep on here who might be able to help?

I used to work for a telephony provider, and dealt with complaints. Believe me, a letter addressed to the Chairman used to make us jump!! It was a complete 'drains-up' exercise to find out the root cause, and reports would be sought from all and sundry associated with the complaint.

HTH

jclally

ABajaninCork wrote: »

Actually - isn't there a UPC rep on here who might be able to help?

Id doubt it - they appear to have no interest in speaking with customers who call them directly, Id be amazed if you were in any way pro active

Dogre

Allyall wrote: »

. . .

Eircom says no to Torrents, so they are a no go. Can't get my Distro's of Linux or access Clearbits.net.

. . .

I believe that Eircom says no to thepiratebay, not to torrents. You will be able to access your linux distros through the many other torrent servers available.

Never go to Eircom , anybody but Eircom . I would copy recordings of your speed and stick with UPC. They should have really done something with you by now . But a letter to the Chairman does work .

ap1986

by any chance are you using a cisco systems router with only 1 antenna,im havin the same problem too....the internet just keeps coming and going so annoying but they say they cant do anything.cad e an sceal!!!

RangeR

Allyall wrote: »

...The Issue...

Ally,

I had a very similar issue to you a few years ago. Thankfully, I've never had the problem since I took the following steps.

My issue went on for about 3 or 4 months and finally had enough of their excuses.


1. Ring up Customer Care. Get their name and give them your account number. Briefly explain the problem you are having and the issues you have dealing with UPC.
2. Ask to speak to a superior before the CC agent proceeds to deal your case. They will probably refuse.
3. When they refuse, apologise to them for the next thing you say.
4. Tell them that you are bringing the case to the Small Claims Court for failure to provide a contractual service. State that you must bring an individual to the SCC rather than a company, so you will have to make the claim by stating an actual persons name.
5. Ask them would they like to be the defendant, or would they prefer their superior to be named?
6. You will be asked to hold for 4 or 5 minutes.
7. You will be talking to the head of Customer Care.
8. Explain your issue and your frustration. Request that something be done to resolve the issue within 10 business days or be allowed to exit the contract.