Vision Asis IPTV Services - How to Exit!?

• 

  Randxyz123 on 19/11/2015 - 11:38

  +1

  Cancel Direct Debit & hope they'll go away (I think this may affect credit score)

  LOL that won't work…

  However from reading their FAQs it seems you need at least 4mbs download for it to work. I'm assuming your family member has this.

  Anyway I'd call them back and ask for the supervisor. Explain your family member is paying for a service (or get them to explain that they are paying for a service) that doesn't work. You should at the very least ask them to suspend the service or reduce it to the lowest package while you figure out what is going on.

  What kind of tests have you tried?

  What I gather from their FAQs is that they like to pin the blame on the ISP. I'm assuming you have done speed tests on your network

  As with all streaming services the quality over ethernet will be much better - have you tried this?

  Try contacting them on Facebook as sometimes social media teams are much better than over the phone help.

  • 

    lordra on 19/11/2015 - 16:12

    Hi Knick007 G Day!
    Yesm 4mbps but we get 2 at peak and 3 on a good day. Or at midnight when no one is around. So no, we don't have the minimum speed. The old couple are in their 70s & haven't the faintest clue about any of this.

    I like your idea for them to reduce it to the lowest package ($20pm) till they figure out what's going on, but they may well drag it out for another 6 months.

    Done a few speedtests. Here is an extract:

    "Date: Friday 6th of November 2015 01:21:38 AM MST
    Client IP: 58.166.98.50
    User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/46.0.2490.71 Safari/537.36
    DNS: 61.9.194.56
    Net Speed:Cable/DSL
    Isp: Telstra Internet
    Country code: AU AUS Australia
    City: Umina
    Postal Code: 2257

    Average Latency recorded was 429 ms. Minimum Latency was 112 ms and Maximum Latency was 2303 ms
    Average Download speed was 2.11 Mbps. Minimum speed was 1.486 Mbps and max download speed was 2.579 Mbps."

    Also from SpeedTest.net too, sent them screen shots.

    Yes, they keep blaming the ISP.

    Yes, it has been on ethernet from day one.

    Is there an ombudsman that I can write to to complain about their services?

    • 

      Randxyz123 on 19/11/2015 - 16:26

      EDIT:
      Alright I had a bit more of a read of the FAQs and they sound like a pretty dodgy company…

      I didn't read the part about cable properly but I understand now.

      So it seems like they don't give a damn if their clients have crap internet speeds and you couldn't get out of your contract early if you didn't want to use IPTV…
      Try contacting the ombudsman

      I'm not sure if this is a legal requirement but they really should've given clients a choice either keep going or get out of the contract if you don't have the internet speeds to stream.

      • 

        lordra on 19/11/2015 - 23:43

        Hi Knick,
        Yes, exactly my view, very dodgy to me. Can you please give me the name of the ombudsman that I should contact? What is the name?
        I heard that they just spoke him into it, saying that the connection would work nevertheless, that the 4mbps was only on paper, but in reality, it would work on much less. Maybe so, but not when there are other devices connected to the network.

        1. What would I say to the ombudsman?
        2. What do I say to them to cancel my connection?
      • 

        Randxyz123 on 20/11/2015 - 11:30

        +1

        @lordra:

        I would call them and ask for the manager or supervisor. Express you are disappointed with the service and that the quality is terrible and you would like to cancel your services.

        Make it clear that older people who do not need or want to pay for faster internet are using the services and when they just had cable it worked completely fine and assumed it would continue to work.

        I'd probably contact Fair Trading and see what happens.

      • 

        lordra on 20/11/2015 - 17:49

        @knick007: Wilco, will report back as it progresses. Will it make sense to also contact the Telecommunications Industry Ombudsman?

  • 

    lordra on 09/12/2015 - 16:40

    OK success! Cancelled on the grounds that the ISP wasn't up to the mark and they unwillingly cancelled the contract with no early termination fee.