I want a broadband service which is worth my every cent.
But, recently, I had been very unhappy with my existing broadband service provider which I had been using for the past 5 years.
And I had a lot of problems with my connections.
Connection problems with my broadband service
For the past 20 days, I had been complaining to the customer service centre more than 5 times.
From the 5 times, for the first 3 times, I cannot get connected but after I called the customer service centre, and they reset the connection port or create a new dialer, I can get connected.
For the 4th time, I totally cannot get connected for 3 consecutive days.
The customer service said they will send a technical support team to check the connection at my end. But they did not turn up.
Luckily I can get connected on the 3rd night. And at that time, I got a miscalled on my mobile and it is from the broadband call centre (I know because I had saved the customer service centre number on my mobile).
She only called me back about 4 days later.
And for the 5th time, it happened last night. I tried to connect to the Internet and it kept prompting ‘invalid username and password’ or ‘the remote computer did not respond’ to my connection.
When I called the customer service centre, my calls cannot get connected after I pressed the option for technical support.
I do not know whether they do it on purpose or not (which I hope not). I was quite angry and annoyed.
Complaining to their billing enquiries department
Then, I pressed another option for the billing enquiries section. Finally, the call can reach a customer service consultant who claimed that he is from technical support (very funny!).
After he asked all the lame questions and performed all the lame trouble shootings, I still cannot get connected. I was very unhappy as I am very sure my username and password are 100% correct.
Before he finished the conversation, the call got cut off. I do not know whether there is a timer for each caller who called in or he purposely cut off my line.
And as usual, they never call back.
I called in again for the second time and after so many trials, I reached another different customer service consultant. I do not know why, but this time I am not as angry as the first time.
So, again I went through all the same lame stuff and he confirmed there is a problem with my connections. He gave me a report number and informed me the technical team will check the connection at my end.
After I hung up the phone, I tried to connect and this time I can get connected. But, the connection speed is not what I paid for.
What I did to get my broadband connection back
Early this morning, a technical guy called me and asked me about my broadband connection. I told him I can get connected and will monitor my situation.
A bit surprised that the response is very fast.
Then, I remember last night I did mention to the first customer service consultant that I might launch a complaint to MCMC if the service did not improve and up to the standard for the money I paid for.
Final thoughts
Are you happy with your current broadband service provider? Or are you facing the same problem as me?
Comparing the broadband plan with our neighbouring countries, we are really lagging behind in terms of the package, price and service provided.
And I really hope for a broadband service which is worth my every cent.
