BuzzTelco fail

IWoNdEr on 10/11/2017 - 16:22

Hi Guys,

Looking to see if anyone is in the same boat and what recommendation they have.

I have joined Buzztelco NBN since August. My connection is FTTP.
There was a sudden major NBN outage in Mid September and since then I have no VOIP.

Been talking to their online chat, facebook chat, email, phone support - always tell me they are working on it. They never gave a call back or sent an email to update.

Now it is mid November and when I called again the support team tell me there are several people similar to my situation. All having issue with VOIP porting to their new network. He asked me how often people call my VOIP number and that he can give me a temporary number for other people to call. To be honest I thought this is an insult to a customer (who knows how many people / organisation got my number and may need to contact me? And even if I updated the world once they (if they) got my old number back do I have to update everyone again?)

I have been hopeful that my old number will come back for all these weeks.

Now I feel they are just BS me.

Not sure if I should wait for another 1-2 weeks or just go TIO complaint and give them the flick.

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Comments

  • pjetson on 10/11/2017 - 16:39
    +6

    Not sure if I should wait for another 1-2 weeks or just go TIO complaint and give them the flick.

    Why wait? What makes you think they'll suddenly fix the problem? Submit a case to the TIO now.

  • dealhunting007 on 10/11/2017 - 17:22

    I already have a case open against them with TIO, that was not much help. We need to find something bigger to get united and start some sort of class action against that company for cheating customers, charging double payment in early months and taking ages to refund. Since the last major outage my phone is still disconnected. Now they want be to buy another modem with VOIP support (even when i bought brand new expensive netgear modem after checking with them on sign-up).

    So far telephone line issue has not been sorted. Their support is no help, i often get a lady who just says sorry she cannot help and no one is there either to help.

    The only light i have seem is escalation manager Mitch, who been trying to help. I got my additional payment refund, but credit for earlier issues to be used. but phone still down. So not sure if i should stick to them with my 100/40 package (goes really show some times) or move somewhere else.

    PS: Everyone has choice to move to some other providers, but then companies like buzztelco will never learn and continue doing same to customer and fail to meet service purchased by customers.

    • Moomt on 10/11/2017 - 17:35

      I’m in the exact same position!

    • pjetson on 10/11/2017 - 18:53

      I already have a case open against them with TIO, that was not much help.

      What do you mean by "not much help"? What resolution did you request?

    • Bluberry on 10/11/2017 - 23:06

      Mitch is a total f#$$wit. Good luck getting that idiot to do anything for you.

      If you have lodged a compliant and there is no response/resolution after the first 2 weeks then YOU must escalate it. There is instructions on the TIO website on how to do this.

      • IWoNdEr on 10/11/2017 - 23:32

        Mine was Andrew.

        He's a "busy man".
        He's given me his email for me to send question but there's no reply at all (yes two weeks and several email down the track).

        Support stuff say he's in and out of the office a lot to handle VOIP. And he is the "only" guy with VOIP access.
        That's pretty much BS if b4rgainhunter is also VOIP and is handled by Mitch.

        To be honest, I think I'm not bothered as much with the lack of VOIP service, but the frequent lies and "sorry it's not my fault, and really I don't give a crap" attitude.

        • Bluberry on 10/11/2017 - 23:45
          +1

          So why are you still with them? Stockholm syndrome ??

  • [Deactivated] on 10/11/2017 - 18:45
    +1

    Class action ! im ready sign me up

    • IWoNdEr on 10/11/2017 - 23:34

      I doubt there's much equity left.
      At least their intangible asset is in the negative for sure.

  • jackofspade on 10/11/2017 - 19:52

    I'm still waiting for the netcomm modem. Anyone else?

  • Bluberry on 10/11/2017 - 23:04
    +1

    ShitTelco is the worst ISP i have ever encountered. This is what i did:

    1) Document everything including responses so far
    2) Cancell any future payments even if you are on a plan
    3) Lodge complaint with TIO.
    4) Request refund or compensation for for service in your TIO complaint
    5) Cut your losses and switch to another isp ASAP.

    THEY MUST RESPOND TO THE TIO COMPLAINT OTHERWISE THEY COP A FINE. So go and make their life hell :)

    • IWoNdEr on 10/11/2017 - 23:35
      +1

      Bluberry, is the TIO complaint difficult or time consuming to do?

      • Bluberry on 10/11/2017 - 23:44
        +2

        No it is really easy. Mine took like 10 min. Just google it and go through the process.

        Make sure you clearly articulate (1) what each of the issues were; (2) what steps you have aldready taken to rectify the issue ( ie you informed buzztelco multiple times) and (3) their response ( or the lack of it).

        Also add that you have a clear written record of all comunication (if you have a paper trail).

        Let them have it :)

        • IWoNdEr on 11/11/2017 - 18:40

          Awesome. Thanks for the heads up.

        • dealhunting007 on 21/11/2017 - 14:32

          It's easy to log it, but takes time to get resolution as they give time to company as well to sort things. I have logged it for a long time and it's upgraded to level 2 this week.

          Phone is still down since their massive outage and their communication is damn poor. Speed is up and down.

  • twobit on 10/11/2017 - 23:17

    I was with BuzzTelco - what a…… Still fighting extra payments to them even after leaving. Bank sided with them and TIO complaints have not resolved anything.

    Pathetic customer service.

    • Bluberry on 10/11/2017 - 23:47
      +1

      Did you follow up your TIO complaint. You can keep lodging until it is resolved.

      You must follow the process otherwise you wont get it resolved.

  • [Deactivated] on 11/11/2017 - 07:01
    +1

    Big question to me is does this co. have ongoing subscribers ? It almost seem like a trump routine; they do whatever the hell they choose & still keep going.

    • IWoNdEr on 11/11/2017 - 18:46

      To be fair, they need new customer to grow like any other business.

      You can do this without burning your bridge with existing customer - but they just haven't learn (or care).

  • chillybags on 11/11/2017 - 08:36
    -1

    We are on them for FTTB. We had the couple day outage in September. Once I called them about it they fixed that in a few hours. Other than that no issues. Get good speeds close to 100/40 and a reliable connection.

  • MeesusEff on 11/11/2017 - 13:45

    Signed up in august after all the rave reviews for fttn 55mbps plan. Was connected to internet an hour after my appointment and the speed has been consistent 22mbps. Don't really care much about my phone number, I think that's what most people have the problem with.

    • IWoNdEr on 11/11/2017 - 18:43

      Yeah, VOIP is the main issue left.

      But to be honest, it is the lack of communication once you have problem - despite all my communication with them I'm yet to have a ticket number. They are the Dodo of 2017.

      • dealhunting007 on 21/11/2017 - 14:30

        They are really bad with their support and customer service. I always use online portal to log case myself, at least i get reference number and reported date which helped me with TIO complaint.

        • IWoNdEr on 22/11/2017 - 22:59

          I've lodge my TIO complaint, had a confirmation from TIO pretty much the next day.
          1 week into it I'm yet to hear back from BuzzTelco, how pathetic.

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