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benjimoron_2

bobby_fudge wrote: »

SUPERB Benji - on behalf of us all weldone, your perseverance and time should benefit us all. Thanks

I have just contacted Clode - the guy was very helpful and polite.
I explained my problems contacting RT, being cut off etc, no response from emails etc.
I said I do have access to the internet but it is not a broadband service, they asked me if I had done a speed test, yes, I am getting about 1.5kbs, which is not the service I signed up for.

The guy took my details and said that a member of the complaints department would contact me back but they are dealing with a very high volume of RT complaints, his words "half the country are complaining about this".

He said he couldn't guarentee a call back today, I got pushy and said I expect a call back tomorrow or I'll be chasing you.. (thanks Benji).

Benji - does this sound similar to your experience?

similar, I spoke to the manager so not sure about this compaints department.

I wouldn't get too pushy about a reply as they are going to get alot of calls. Give them a couple of days to get them all off to Redten and get a reply. If not reply within 48 hours then maybe start to get pushy. They're relying on Redten to reply so they can't guarentee when the reply will be.

Be as pushy as you need to be to get them to forward your details, once they're forwarded allow them time for the reply.

Next week we can start pushing again if there's no reply.

benjimoron_2

bobby_fudge wrote: »

Do you actually have evidence, i.e. letter from NJP or to that effect?

I don't, but the limit shown on your account and the speed tests should be a really good start!

benjimoron_2

rebellion_x wrote: »

im getting stonewalled by clode/v12, they refuse point blank to deal with it.

Keep pushing!!!

They have a legal responsibility to sort it out, remind then that it is them you are paying, ask questions like what am I paying you for? The correct answer is a finance deal which makes them joint liable for your broadband. Remind them that you are paying their wages.

Ask them why they have done it for another customer and won't do it for you? Redten are uncontactable for customers, they just get hung up on. Clode have to stand up to their legal responsibilty and sort these connections out.

bobby_fudge

benjimoron wrote: »

I don't, but the limit shown on your account and the speed tests should be a really good start!

yeah, good point, time for some screen grabs of the connection log I think. For anyone not so I.T literate the connection (on the members area) shows the amount you have downloaded on what dates, if you look at prior to going over 5gb you should see that your downloads are quite a high number, the following day being something like 50kb, this is evidence (sort of) that a restriction was put in place at 5gb.

hope that makes sense.

alexajx_2

on hold to clode/v12 whoever they are........ im not in a clode contract!!! i can cancel my dd to those cowboys even change my card so they cant do anything!!! woo hoo!!! jus gota get redten to give a mac now... the hard part!!

normanmark

benjimoron wrote: »

Remind them that you are paying their wages.

Sorry but a small bit of advice from someone who used to work on phones, saying the above is not going to get you anywhere.

At worst it's going to send you backwards. Whilst i can understand people have their frustrations, the person on the phone isn't directly responsible.

Your best method is to be polite & to try to make the advisor empathise with your situation. You'll find people on the phone to be a lot more responsive & helpful if you're not hostile as soon as they answer the phone.

mac0

they say it will be unlimited fron 2nd of april!!! or 150 to get out of contract now and keep pc !!! i cant do that am on benefits!!!
trying to come to arrangement still on phone!!!

bobby_fudge

normanmark wrote: »

Sorry but a small bit of advice from someone who used to work on phones, saying the above is not going to get you anywhere.

At worst it's going to send you backwards. Whilst i can understand people have their frustrations, the person on the phone isn't directly responsible.

Your best method is to be polite & to try to make the advisor empathise with your situation. You'll find people on the phone to be a lot more responsive & helpful if you're not hostile as soon as they answer the phone.

Agreed - I started the conversation saying I'm at a complete loss, I can't contact RT and so I am calling you hoping you can help me - the guy was sympathetic and helpful - we'll see how helpful if I get a good outcome. But I agree, don't start pi$$ing the guys on the phones off (managers yes)

gnipper

Well done Benji - you have inspired me to push for what I am paying for.

@mac - if its going to change 2/4 why werent we notified? Personally I dont believe a word they say. Keep pushing mate.

bobby_fudge

ha ha check out this group on facebook

http://www.facebook.com/group.php?gid=9977711191