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| Content | 1/10   |
|---|---|
| Reliability | 8.5/10 |
| Customer Service | 2.9/10 |
| Speed Consistency | 8.4/10 |
| Value for Money | 7/10 |
| Reviewer Rating | 5/10 |
| Overall Rating | 5.5/10 |
By Guest. on 22nd Apr 2008
| Reliability | 8/10 |
|---|---|
| Customer Service | 0/10 |
| Speed Consistency | 8/10 |
| Value for money | 7/10 |
| Overall value | 5/10 |
 Guest.'s recommendation | |
Connection Speed
Customer Service
I agree - the technical side of things is great - it's quick, and the connection is good.
However, the customer service is absolutely awful. The telephone operators can't understand what they are being asked, and can only respond with set phrases.
Our internet stopped working at the weekend, and when I called to find out why I was told that the account had been suspended due to unpaid invoices, so I was referred to the accounts team.
1) I checked my direct debit details on this site and they are correct
2) I know for sure there are funds in the acct and always have been
3) I have never been notified of any unpaid invoices prior to suspension of the acct.
When I spoke to the person in the accts team they could only tell me that there were unpaid invoices and did I have money in my account to pay them. I confirmed that there was, and asked them to find out why I had never received an e-mail saying there were invoices unpaid. The operator could not understand what I was saying.
He then said he had checked the line again and it is functioning and a good service and the account is up to date. I queried how this could be as 1 minute previously I had been told it was suspended and there were invoices overdue. Again, he couldn't understand me and could only repeat his response. I then asked if funds had just been deducted from my account. He couldn't understand me.
Whilst the connection and speed on adsl4less is great, the customer service is shocking. If you cannot provide telephone operators able to effectively understand and respond to queries then do not outsource the service to non-native speakers. When it comes to questions of accounts, and questions around what is happening with my hard earned money, it is simply not good enough to not get a response.
I cannot express enough how dissatisfied I am with the level of service I am receiving from yourselves. Having read some independent reviews I see I am not the only person so disilluisioned.
I shall be looking for an alternative provider.
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