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Silk

itm2 wrote: »

So you get a decent service in various locations in the North, and we're unable to get any kind of service in the wilds of West London. I'm not sure what conclusions can be drawn from this, but would be interested to hear from anyone in the London area who is actually able to use Ovivo for web browsing.

I remember using it in Battersea and Ealing last year but only for a few minutes each time.

NonGeographicalMan

itm2 wrote: »

I'm not sure what conclusions can be drawn from this, but would be interested to hear from anyone in the London area who is actually able to use Ovivo for web browsing.

In all the time I was with them the only time I ever got a decent high speed data service was one night in early March in Bournemouth long before the start of the summer season. And that was probably only because at the time their advert server had been switched off for repairs for a number of months. The rest of the time web pages usually started to appear and then stalled.

grayme-m

itm2 wrote: »

So you get a decent service in various locations in the North, and we're unable to get any kind of service in the wilds of West London. I'm not sure what conclusions can be drawn from this, but would be interested to hear from anyone in the London area who is actually able to use Ovivo for web browsing.

:wave:

Silk, have you considered adding NonGeographicalMan to your ignore list?

d123

NonGeographicalMan wrote: »

Thanks for unnecessarily re-posting the whole of my post rather than the pertinent section you were referring to.

(Text removed by MSE Forum Team)

Ovivo's CEO clearly kicked me out because he knew their substandard product couldn't be brought up to my standards or expectations.

I thought they cancelled your service for acting like a crazy stalker and phoning the CEO at home on a Sunday morning demanding he fix your service?

want_to_save

d123 wrote: »

I thought they cancelled your service for acting like a crazy stalker and phoning the CEO at home on a Sunday morning demanding he fix your service?

:rotfl:

I thought so too

NonGeographicalMan

d123 wrote: »

I thought they cancelled your service for acting like a crazy stalker and phoning the CEO at home on a Sunday morning demanding he fix your service?

What is it with those of your who clearly from a long and obedient life of surfs and thus who seem to feel that the only allotted lot of a customer in life is to deal with some other lowly laid paid worker, with no direct personal responsibility for the difficulty one is facing with a company's services, who is also not in a position to resolve the problem.

Ovivo is not Vodafone with businesses in numerous different countries and thousands of employees. It is a UK only MVNO with even now probably only a few tens of thousands of customers that outside of the dedicated customer call centre (which has may be 6 or 8 employees on shift at any one time at most or quite probably less) probably has only about another two or three full time staff. Everything else about their network telephony wise is reliant on hardware owned by Vodafone that Ovivo has contractually rented the right to use for their customers. The internet access also consists of initial communication with Vodafone's transmitters and then the underlying internet services with the wider internet rely on some trunk external internet connection that Ovivo has again rented the right to use that might be sub contracted from Vodafone or from somewhere else.

So when the service doesn't work properly, despite several previous reports to the front customer services channel, the main operational executive at Ovivo responsible for sorting it out either operationally (in terms of configuring their own equipment) or contractually (with third party suppliers) is Mr Dariush Zand. He does not employ some large army of middle managers between himself and the customer service front end of the company.

In those circumstances when I had already reported the technical failure with the internet service to customer services more than once and it had not been remedied after several days it seemed entirely reasonable to invoke my own escalation channel to the next level up in the company (customers services merely unhelpfully maintained there was no further point of escalation). 11am on Sunday morning is also a time when most communications companies do choose to open their customer service centres. If Mr Zand did not want to take calls that were business related at that time of day he could easily have left his business mobile turned off or diverting to voicemail.

I am certainly hardly alone in escalating matters to the CEO of a company when front line customer services let the customer down and as Ovivo is such a relatively small operator it seems a much more reasonable thing to do with hope of a personal response than if you are say a customer of BT Retail.

For those of you who see your own significance in the world to be so little that you content yourself only with dealing with people who in Douglas Adam's Hitchhikers's Guide To The Galaxy were put on a B Ark and purposely crash landed on the planet Golgafrincham (due to their specific lack of almost any known useful skill set and the high costs to the rest of the population of supporting these superfluous middle men) then if you have time to waste on speaking to people who will never fix your problem that's up to you. But if communicating direct with a Company's Chief Organ Grinder rather than only with his numerous Tame Monkeys is such an unreasonable thing to do then why is www dot ceoemail dot com such a popular website with such a large directory of CEO email addresses?

redux

NonGeographicalMan wrote: »

What is it with those of your who clearly from a long and obedient life of surfs and thus who seem to feel that the only allotted lot of a customer in life is to deal with some other lowly laid paid worker, with no direct personal responsibility for the difficulty one is facing with a company's services, who is also not in a position to resolve the problem.

[...]

For those of you who see your own significance in the world to be so little that you content yourself only with dealing with people who in Douglas Adam's Hitchhikers's Guide To The Galaxy were put on a B Ark and purposely crash landed on the planet Golgafrincham (due to their specific lack of almost any known useful skill set and the high costs to the rest of the population of supporting these superfluous middle men) then if you have time to waste on speaking to people who will never fix your problem that's up to you. But if communicating direct with a Company's Chief Organ Grinder rather than only with his numerous Tame Monkeys is such an unreasonable thing to do then why is www dot ceoemail dot com such a popular website with such a large directory of CEO email addresses?

I don't think such people need your help, and they probably aren't wasting their time reading it anyway

Do you ever write or say anything that does not contain such sneering contempt?

NonGeographicalMan

redux wrote: »

Do you ever write or say anything that does not contain such sneering contempt?

What other attitude do you expect me to display when faced with mindless idiots who post laughing signs about a method of interaction with uncooperative customer service departments that nearly always gets results.

The situation I was in with a data service I could not rely on was not satisfactory. I took it to the CEO of Ovivo as probably the only person at the company with any real power to do something about the issue of a substandard third rate mobile data service.

When contacted the CEO made it perfectly clear that he probably had little better than sneering contempt for a free customer who does not pay a regular subscription but who seriously expected to get a high quality service from a cheap supplier. To reinforce that message he also terminated my service so I could no longer complain (to him or his staff, even though I can complain about it here) about its substandard nature.

At the end of the day forcing the issue to a point where it became obvious that Ovivo had no interest in providing a reliable high speed data service was the best thing for me to do as it allowed me to move on to a mobile service that does meet my needs. However I doubt it was the best thing for Ovivo for this to happen since they have now motivated me to bring to maximum public scrutiny the true nature of the data service they offer.

grayme-m

NonGeographicalMan wrote: »

What other attitude do you expect me to display when faced with mindless idiots who post laughing signs about a method of interaction with uncooperative customer service departments that nearly always gets results.

The situation I was in with a data service I could not rely on was not satisfactory. I took it to the CEO of Ovivo as probably the only person at the company with any real power to do something about the issue of a substandard third rate mobile data service.

When contacted the CEO made it perfectly clear that he probably had little better than sneering contempt for a free customer who does not pay a regular subscription but who seriously expected to get a high quality service from a cheap supplier. To reinforce that message he also terminated my service so I could no longer complain (to him or his staff, even though I can complain about it here) about its substandard nature.

At the end of the day forcing the issue to a point where it became obvious that Ovivo had no interest in providing a reliable high speed data service was the best thing for me to do as it allowed me to move on to a mobile service that does meet my needs. However I doubt it was the best thing for Ovivo for this to happen since they have now motivated me to bring to maximum public scrutiny the true nature of the data service they offer.

For me the pivotal thing is that you appear to equate calling someone on their mobile with emailing their work email address (which are normally going to be filtered by their secretary who forwards them on to someone who can resolve).

Also, I feel that you would not think that anything you have written in this thread is inappropriate, including other people 'mindless idiots', etc. so wonder how reasonable you were on the mobile given you were annoyed.

I appreciate you are annoyed with Ovivo and I probably would be too if they terminated my service after what I considered poor service.

Would you like me to tell you about how rubbish my Toyota was? I can do it at length and in great detail...

NonGeographicalMan

grayme-m wrote: »

wonder how reasonable you were on the mobile given you were annoyed.

With Ovivo's CEO I was entirely polite and reasonable. But I only got as far as giving my name and why I was calling before I got a very terse/aggressive "where did you get this number from" and "never call me again" and only call customer services or similar before the phone was hung up and the line also blocked to receiving further calls or texts from my number.

I had been more impatient and/or had an argument about three days earlier with one of their male customer service advisers who basically wouldn't admit they had a long term problem with their http data service not working due to the faulty advert server and kept trying to suggest it might be settings on my phone etc, etc. But I only get cross with what I would call "mindless company flag waivers" working in customer service departments when they keep quoting a standard lie to fob customers off even though they almost certainly know what they are saying is not true. I had previously had friendly discussions with Libby and other helpful female customer service advisers at Ovivo earlier on during my first year with the company.

I don't really understand your apparent view that a customer should not expect to get to talk to senior management in a very small company if they are dissatisfied with the answers given to them by front line call centre advisers. Ultimately if there is a serious problem design flaw with a company's product it is only the senior management and not the front line advisers who are in a position to do anything about it.

The whole reason that people go to their MP or Councillor or even to an Ombudsman when they have an unresolved long runing problem with a public body is because having an issue escalated beyond front line customer service to senior management frequently does lead to a different outcome from that first given by customer service.

Would you like me to tell you about how rubbish my Toyota was? I can do it at length and in great detail...

I also have a Toyota (MR2 Roadster) that has generally been ok apart from a rubbish radiator that turned in to metal papier mache after only six years and also the poor quality design of the roof mechanism but I would expect to discuss it with you in the MR2 Roadster Owners Club forum and not here because it would be completely off topic for a discussion about Ovivo Mobile.

Given that this thread is about the Ovivo Mobile network I would say that all of my posts have been on topic. Its just that certain customers who only want to see their own choice of network operator validated and supported don't seem to like seeing any critical posts about the company in this discussion.