[Gllug] Onetel are CRAP!!

[Fasih Rehman]

Hello All,

I have never used Onetel dialup so I don't know how good or bad it is. 
Though from what friends used to tell me back then, it did cleary have a 
very good reputation. I am however a Onetel DSL subscriber and have been 
since January. In my current situation I am not very happy with Onetel 
either.

Onetel bought out Iomart for the purpose of providing broadband services 
back in February. Though to be honest it has just been one blunder after 
the other in their customer services and accounts departments. To be 
honest my case is not as bad as some of the things I have read on DSL 
forums.

I had arranged to pay bills by direct debit, but when Iomart became 
Onetel all direct debits where cancelled automatically around May. Now 
what should have happened is all customers should have been informed 
before hand, be it via mail or a phone call. But no this would have been 
to hard, so only some clients where contacted.

So instead of invoices some subscribers started getting bills, but not 
till August, some never realised this till last week (me) and some still 
probably don't know this yet. What this means is that subscribers get 
hit with big bills. A situation that could have been obviously avoided.

To be honest technically speaking their service has been great, only 
suffered a few minor connection problems, and a hand full of DNS outages 
which are BT's fault anyway. I think Onetel just need to sort out their 
customer service.

If they really are degrading their dial up service to get more broadband 
customers then I think they should re-think their strategy. They will 
never convert dial up users to broadband users if customer service is 
poor. My contract is nearly up so I'm looking to switch to cheaper 
providers anyway, probably Demon or PlusNET.


Fasih Rehman


Dermot Moynihan wrote:
> Anybody else been on the receiving end of Onetel. Notice any 
> deterioration in service with the promotion of broadband. I've just 
> about had it with them. I see where they've an ad in lots of magazines 
> lately advertising their new broadband. Well, as a warning I've enclosed 
> the following e-mail that I sent them this morning. It gives a list of 
> what you can expect. I've been trying to contact them for ages. Couldn't 
> even get through by phone. I think they know there is a problem and 
> they've ran for cover.
> Anybody had any good dealings with an ISP?
> Anyway, here goes:
> 
> Some points:
> Any bills I receive by email will not be paid as I have not solicited 
> them! I will pay my bills if they arrive by post as usual. It is typical 
> of Onetel that you expect me to go to the trouble of opting out of 
> something I have never entered into!
> 
> I would like to know how you intend to compensate your subscribers who 
> were unable to use the Internet yesterday. You gave no warning and you 
> have since given no apology!
> 
> This doesn't just apply to yesterday - much of the time I cannot get 
> access due, I believe, to the fact that you are oversubscribed.
> 
> I have yet to receive a response to any of my emails sent to Onetel.
> 
> Going by your recent broadband advertisement, which I would have been 
> very interested in, were it not for the fact that I have been treated so 
> disgracefully, you are neglecting your old customers in favour of new. 
> As you have no concept of loyalty to your old customers I feel no 
> loyalty to you. Accordingly, I am now in the market for a new ISP.
> 
> Also, as I teach an Internet class, I now advise my students to keep 
> well away from Onetel. As this class runs every five weeks I get my 
> message across to a lot of people. In this way I shall receive some 
> small compensation for the astonishing way you have treated me. Your 
> service is an absolute disgrace.
> 
> Later
> D.
> 
> 



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