Ukonline AVOID THESE COWBOYS

Kruger · 4 October 2006 at 2:37AM

Hi, just to set the scene,

Signed up with Ukonline on 7/7 July, all went well, knowledgeable sales staff etc etc, a few set up problems blamed on BT's line put the install date back by about a week, but once running the service was fine with no problems,

On the 18th of September we were moving to a new place, a £40 moving fee to be paid was not a problem as this was factored into cost when I took the package up, I called their customer services team a couple of days before we moved to transfer it to the new BT number I had been given for the new property, about 10 mins of waiting to speak to an operator who had to transfer me, all in a 28 minute phone call, with the operaor saying "I'm not sure if its gone through, call us again in a few days to check". Now the real problems begin, further calls on now updated...

11/9 - 28 mins
22/9 - 36 mins
23/9 - 7 mins
25/9 - 13 mins
2/10 - 6 mins
2/10 - 23 mins
3/10 - 11 mins
3/10 - 29 mins
3/10 - 9 mins
4/10 - 14 mins
5/10 - 26 mins
9/10 - 30 mins
16/10 - 6 mins
19/10 - 27 mins
23/10 - 41 mins
31/10 - 43 mins
03/11 - 17 mins
10/11 - 52 mins
11/11 - 90 mins
13/11 - 25 mins

THIS IS APPROACHING [STRIKE]6[/STRIKE] 9 HOURS OF CALLS NOW!!!

I've called through to customer services and quite often get technical support - as apparently theres a problem with their phones, but alas they transfer me to the all too familar queue of misery.

I've had my phone number taken over 3 times now with the promise of a call back, and today after I had a bit of a whinge and asked to speak to a manger I was assured my number would be passed to a manager - and even the operations manager (I was doubtful on this bit) who would call me back, again another false promise.

I must of spent over 3 hours on the phone now, and have still not managed to notify them of a change of address, as everytime I call its the old detailss they still hold.

Well Done if you're still reading,

Can I terminate the 12 month contract early on the grounds that they are impossible to deal with, I feel like cancelling the direct debit, but dont want the hassle of debt collection agencies etc

Can I send them a bill for calls and time taken chasing this up?

So in short, if you are looking round for cheap broadband, give these a wide for now,

:mad:

IF anyone from UKonline is reading this, please send me a PM to sort this out!

Kruger · 4 October 2006 at 12:42PM

Decided to update this thread like a blog,

Just spent 14 mins on hold to be told that their home moving computer system is down today, so have been told to callback tomorrow.

The misery continues

twhitehead · 4 October 2006 at 7:41PM

How much are you paying to be put on hold? If it is 0800 just put your phone onto speaker if you have it and do something else. I had to endure 0870 with Tiscali but 0800 with BT. I heard pipex charge 50p per minute to let people listen to Vivaldi. Perhaps we should start another thread.

Kruger · 4 October 2006 at 11:43PM

Its an 0845 number so probably 1-3p per minute, Seems hit and miss whether you get any hold music though, usually its the automated voice of "your call is important to us etc etc"

rogerramjet · 4 October 2006 at 11:57PM

Use http://www.saynoto0870.com/ to get geographical numbers instead of 0845

UKOnline (EasyNet) 0845 3333322

0207 0327000 - Geographical number

Kruger · 5 October 2006 at 12:03PM

Todays update, 27 mins, spoke to a helpful advisor who advised they cannot put the change of address through as I don't have a valid postcode, strange as every other company has been able to recognise it, and it also shows up on the Royal mail site, they've said they will call me back.

penrhyn · 5 October 2006 at 6:44PM

Just to cheer you up, Easynet is owned by Sky, and Sky broadband, in my case at least has similar if not worse problems.

4 weeks without broadband and counting.........

Kruger · 9 October 2006 at 3:53PM

31 minutes on the phone today, apparently its now sorted, but the price has doubled as the broadband is provided through BT's own equipment, so I'm stuck paying £20 a month for a 1MB connection, that used to cost £10.

Waiting for a call from their customer relationship department now, as I want to have a whinge.

Kruger · 16 October 2006 at 4:11PM

The misery continues....

Recieved a letter today welcoming me to a new 12 month contract, so I'm straight on the phone, only had to hold for a couple of minutes and spoke to a chap who did not have my new address or new phone number, said that they needed me to confirm my new address and there was a problem with the changeover, so it appears I'm back to where I was over a month ago, they've also changed my user id so I had no way of accessing their dial up facility as they have only notified me of this today.

I've been given an email address for their customer support, so I'm going to try that for now, I just cant believe a UK based company can be so poorly managed, I've been in the new house over a month, and its still up in the air as to whether they can provide broadband, if they know where I live, if they have the correct telephone number or even if they know my name.

HeaddyMX · 16 October 2006 at 5:39PM

I remember initially having to wait ridiculous amounts of time to get through. I think I waited about 45 mins at one point, before hangng up.

No biggie as I'm switching in a couple of weeks.

Kruger · 30 October 2006 at 8:51PM

List of phone calls updated above, and still no Broadband, got to try and cancel the temporary fast4 account I setup but they are even more difficult to get hold of than these jokers.

Ukonline AVOID THESE COWBOYS

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