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Lack of Customer support?

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Lack of Customer support?

Just posted to Metronets 'Contact Us' customer help

I'm frustrated by your POOR service so far. Your slogan 'No nonsense Broadband. Straight up' is looking more like 'Nonsense Broadband. Straight up'.
Your "Any problems call 24/7 on 08451400083" is to me (and perhaps a lot of other customers?) a big waste of time, what is it? a commercial scam whereby companies like yourselves take a good financial cut from all the time customers like me are left waiting on the phone listening to piped music?
Your answer to my one and only question was to say the least limited. I have been into a couple of stores(Comet and PC World) neither have kits of modems and filters also in one was told you would normally provide your own installation CD?
You seem to be missing a vital point about a lot of customers and I am one, technically my understanding of these computer things is very poor and I like thousands of others need the support human to human.
Perhaps your Tech. Support would phone me a couple of times to show you have some heart of customer care about you?
17 REPLIES
Community Veteran
Posts: 419
Thanks: 1
Fixes: 1
Registered: 04-04-2007

Lack of Customer support?

Hi, welcome to the forum.

Feel free to post your problem here & if we can we customers may be able to help - some of the folk who lurk around the forum are very knowledgeable people and are usually more than happy to assist with a little hand holding if they can.

Cheers
Bill
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Lack of Customer support?

Welcome to the club of disgruntled Metronet old guard.
What a shame that it all had to change and become so faceless and unaccessible.
has anybody found anybody who gives a damn?i despair .
Community Veteran
Posts: 419
Thanks: 1
Fixes: 1
Registered: 04-04-2007

Lack of Customer support?

See my post above.

What about "Contact Us"?

Cheers
Bill
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Lack of Customer support?

Is that supposed to be a joke?Contact us by phone is a total sham.i used to be able to phone up and speak to somebody but now it seems impossible(I am obviously not alone in that experience)
Email addresses sometimes bounce back as not available and twice now I have missed out on a BT engineer visit because metronet assert that I have not responded to their request for an appointment window!!Hardly a feasible scenario I suggest?i am sick of the blatant lack of interest and complacency.
Yes ,I have and do use Contact us". Your point is?
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Lack of Customer support?

Yup, I'm leaving due to the appalling service:

I started my bank transfer the day after my payment was due in the usual fashion(I work offshore, so have a little trouble getting to a secure line). Some days later, I got a note saying I hadn't paid & would be cut off after 5 days. Less that 24 hrs after that, I was cut off (although the money was with Metronet)

I asked for a reason why, and an apology for this ridiculously sharp practice, but got nothing.

When I got someone's name (Kevin Mawson in sales), I askd 3 times why I had been cutoff, specifically saying I didn't want to be transferred from pillar-to-post amongst departments, yet only got automated and/or the briefest of replies telling me to look elsewhere.

The phone line left me on hold for 10 minutes before I hung up.

I might have stayed with Metronet had they had the gumption to realise I was annoyed and spent 5 minutes composing an email which answered my questions. Astonishingly, when I was sent non-automated emails, they were little short of rude:

Quote
Hi

This is a customer service issue and needs to be raised to them via the ticketing system. Please raise it to them

Metronet sales


You'd think there was the ability to take action beyond ones department to help a customer, but no: it seems the people I dealt with specialise only in dodging responisbility, not taking it.
Community Veteran
Posts: 419
Thanks: 1
Fixes: 1
Registered: 04-04-2007

Lack of Customer support?

Hi

I sorry that you have had such a run around - it's just not good enough. I flagged this up to the comm's team. Hopefully someone will get back to us with an explanation.

Cheers
Bill.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Lack of Customer support?

Hi Everyone,

Firstly, please let me apologise for not having picked up on this sooner. I live in the "Community Support" forum and rarely get a chance to look in here.

I'm extremely sorry for all the issues that you have experienced with regards to payments. For those of you that have seen the MetroNet Vision for 2007, will know that we are looking to get Direct Debit functionality up and running shortly. We currently have a date penned in as March 14th.
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Lack of Customer support?

Thanks for the response guys, it's nice to know that there's at least someone in the company who will give out information.

Ultimately, though, this shouldn't be your problem (especially not a non-employee of MN, Bill!). Had the support team in I had contacted shown any willingness to take ownership of the issue, I wouldn't have been reduced to metaphorically shouting form the rooftops (ie on a forum).

My problem with Metronet is less the lack of people (although the helpline doesnt work), it's the lack of interest of those I dealt with and their inability (or unwillingness) to move outside of protocol (ie raise a support issue on a client's behalf) to keep the customer happy. They did the minimum possible (or less) at every juncture. Ironically, the only thing they could do effectively was supply me with my MAC number..!

I'd be happy to supply a log of my correspondence with the hapless sales dept. by PM to either James or Bill; let me know if you'd like it.

It's pretty brave of you to raise your heads above the parapet on this one, so thanks again.

marc
Community Veteran
Posts: 419
Thanks: 1
Fixes: 1
Registered: 04-04-2007

Lack of Customer support?

Hi Marc

A quick question. When you said you could not get through on the phone - what number were you calling?

We do seen to be past to days of camping out on a phone line just to get through to a "live" human voice.

Calls waiting linky

Cheers
Bill
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Lack of Customer support?

Hi Bill

I called the 0114 number as that was the one with 24/7 written beneath. Looking at the graph, I called at a peak time (about 2030). I was calling from overseas on a mobile so had no inclination to hang on at all. Nonetheless, my mobile tells me I was on the call for just over 7min 30 (so not quite 10 minutes, but...).

Doesn't excuse the fact that they cut me off after I had paid & 4 days before they said they would...
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Charged to leave Metronet!

Now, after repeated complaints about their shoddy service and warnings that I wish to leave, Metronet are trying to charge me £35 to leave the service....

I find it staggering that the company can treat its customers so poorly - as I have been - and then charge then when they choose to leave!

I didn't think my experience with Metronet could get any worse, but they continue to surprise me.
Community Veteran
Posts: 419
Thanks: 1
Fixes: 1
Registered: 04-04-2007

Lack of Customer support?

Hi

Just a quick word. A common mistake people make when it comes to leaving Metronet is that we all pay in arrears - it's like moving house, we get one final electric bill after we've moved.

Have you seen this :?:

Mind you. It is also possible that Metronet have cock it up. If you have an open ticket on this flag it up here and I'm sure one of the comm's team will take a look at it for you if the cock-up theory holds that is.

Cheers
Bill
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Lack of Customer support?

Once again Bill I appreciate you answering this; fair enough to make me pay the difference; I was just a little piqued to be told I owed £35 with the just the following explanation:

You have been charged £35.00 to cancel your service.

and nothing more. This is almost 2x my monthly fee (£18.75)

That said, I told Kevin Mawson in Sales that I wanted my MAC code on the 25th January. In true sloped-shoulder style, he told me this wasn't his dept., and passed me on somewhere else. I finally got my MAC code on the 4th Feb, some 10 days after I told Mr. Mawson I intended to leave.

I expressed my intention to leave on the 25th, and, although Metronet staff did nothing about this, I consider this the start on my notice period.

I therefore think I should pay my last month + 8 days extra service (my payment is due on the 16th Feb, and my notice period ends on the 24th Feb. By my reckoning, that's about 18.75 + (8*0.60) = £23.55 + any bandwidth used, certainly not the £35 they request.

Someone on the topic you sent me too objected to the unclear method of billing and I'd have to agree with them.

I'd like to point out again that I wouldn't be so exacting (or even be leaving the service) had Metronet paid a jot of attention to my requests when I was signed up with them...!
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Lack of Customer support?

I got this one line reply from support when I queried the cancellation fee:

No cease raised.

What on earth does this mean? Do I still owe money? I will be happy to pay if it's justified and explained to me, but this is just baffling!