On the IDNet apparent lack of communication aspect

[Dont mention Talk Talk !!]

During the week I was so cheesed off by crummy download speeds and snail like email that I requested my MAC . It was James@Idnet that I spoke to and he said I would have the MAC upon receipt of the email requesting it.

I duly sent the email and waited for the MAC to arrive. One hour later there was no sign of it , so I picked up the phone to enquire why. I waited....and waited.....and waited in a queue  . I put the phone down , went down for a cup of tea and then rang again and waited....and waited.......and waited  . I sat there listening to some bireli lagrene on jazz guitar when after what seemed like an eternity , the call was answered.

I told James I had NEVER had to wait more than 10 secs for a call to be answered , he said I am here on my own ................and I was flabberghasted to hear that  What the heck point is support when some guy is left on his todd to answer calls , due to the length of time i had had waited on BOTH occassions , Im sure he was taking some heat for the service IDNet are currently providing at a premium price. I just wanted to remind James that I was still waiting on my MAC, credit where credit is due, the MAC was received by myself and so my migration began.

I did not know that :-

IDNet had ordered a gigi-link
BT had stalled the delivery of the gigi-link
More customers were joining IDNet and IDNet didnt have room for them, yet still signed them up
That IDNet were being hit fatally by Iplayer and olympic games

I can discern that people here at netters are a bit disgruntled by the silent approach from IDNet and I genuinely believe that their response was on the back of customers giving off and not a pro-active action to keep users informed BEFORE they raised their voices.

If you are going to charge a premium price for a service, which IDNet indeed do, you cannot treat customers like this. I am leaving, others have expressed same here and im sure there are plenty we dont know of who have requested MAC codes also. IDNet`s reputation has taken a hit, that cannot be denied . On the brighter side of the road, hopefully they will have learned from this bleakest period and take steps to ensure their customers are better informed and treat them with the respect they deserve.

James

[Philip]

James, I was going to reply at length to your post, but (1) I can't be bothered and (2) I'd more than likely get turfed off the forum for what I was going to say

What I will say though James is, I really genuinely hope you find happiness with your new ISP

hopefully they will have learned from this bleakest period

James

you think this little episode is bleak, try looking round the internet at the news headlines from around the world in some of the troubled countries, that's bleak, not an ISP having problems that are affecting a tiny percentage of users.

Good luck James and best wishes for the future.

[Inactive]

Surely no need for yet another thread on the same subject,  it could have been added to your existing one to keep the flow going.

http://www.idnetters.co.uk/forums/index.php?topic=9972.0;all

[Dont mention Talk Talk !!]

Its not the same subject.

There were concerns raised about lack of IDNet communication , this is a recent experience ive had with them that I feel was conduct not befitting a premium ISP.

Sorry if this offends anybody, but it DID happen.

James

[madasahatter]

Unfortunately, it does seem at the moment as if things aren't as bright in IDNet land as they once were. 

I see more posts in here regarding slow speeds etc, and read announcements like the one about "bottlenecks in the network" - together with replies from IDNet such as "we aim to clear these as soon as possible within the next few days"(maybe not the exact words but the general gist), which start to sound like replies from the, shall we say, less reputable ISPs.

I know that it's not always the ISP at fault, and I have read about BT delaying the giglink, yet to me IDNet were always proud about the fact they kept well in front of anticipated demand from customers, and it doesn't seem to be like that any more. Yes, things like the Olympics will always have an effect that can't always be predicted, but things like iplayer have been around for quite a while now with ever increasing usage.

I'm not saying that I'm an unhappy customer, or that I'm leaving - just that the level of service does seem to be going down from what I've seen on here, and unless IDNet do something about it, it could well be the beginning of a slippery slope - something which I don't wish to see. I don't want to leave, but I, like many others on here I'm sure, will have no hesitation in going elsewhere if the service becomes not worth paying the premium price for.

[Philip]

Unfortunately, it does seem at the moment as if things aren't as bright in IDNet land as they once were. 

for me they are 

[Dont mention Talk Talk !!]

I'm not saying that I'm an unhappy customer, or that I'm leaving - just that the level of service does seem to be going down from what I've seen on here, and unless IDNet do something about it, it could well be the beginning of a slippery slope - something which I don't wish to see. I don't want to leave, but I, like many others on here I'm sure, will have no hesitation in going elsewhere if the service becomes not worth paying the premium price for.

Thats very nicely and un-confrontationally worded hatter , you say it very well indeed . You stay and I am going , thats our only difference at this time. Like you , I hope IDNet arent standing at the top of a slippery ride thats heading down the ways.

James

[Dont mention Talk Talk !!]

for me they are 

bully for you doc, but others are paying dearly for a slow internet service at this time, i dont think even you can debate this one, 

James

[Inactive]

Its not the same subject.

Well you could have fooled me.

[Philip]

Surely no need for yet another thread on the same subject,  it could have been added to your existing one to keep the flow going.

http://www.idnetters.co.uk/forums/index.php?topic=9972.0;all

and why post it in IDNet Help when you are obviously leaving and don't require help?

[Rik]

Agreed. The forum isn't a place for axes to be ground, James. Thread closed.