Getting in touch with your internet provider...
Discussion
Internet keeps falling over so provider - naming no names but sounds like Sodabone - suggested a new router was needed.
Great, let’s get a new router, no problem.
That was weeks ago. Since then, the order has been mysteriously cancelled by Sodabone five or six times. Ring up and you get - ah yes, I see our system has cancelled your order, not to worry I will set up a new one..... that doesn’t turn up either. Never able to speak to the same person twice. Never able to escalate the issue.
This started well before CV19, by the way.
Time to complain, which you can do, but only by writing a letter, putting it in an envelope, taking it to a postbox, and posting it to them!
What a great way to reduce complaints, without having to improve service! Genius.
Anyone got any tips on how to deal with them?
Great, let’s get a new router, no problem.
That was weeks ago. Since then, the order has been mysteriously cancelled by Sodabone five or six times. Ring up and you get - ah yes, I see our system has cancelled your order, not to worry I will set up a new one..... that doesn’t turn up either. Never able to speak to the same person twice. Never able to escalate the issue.
This started well before CV19, by the way.
Time to complain, which you can do, but only by writing a letter, putting it in an envelope, taking it to a postbox, and posting it to them!
What a great way to reduce complaints, without having to improve service! Genius.
Anyone got any tips on how to deal with them?
Spare tyre said:
Twitter
Or save yourself the grief and swap to virgin
Or save yourself the grief and swap to virgin
If you want decent broadband and good customer service you need Zen Internet:
https://www.zen.co.uk/
I was with Zen for years and felt like a valued customer. After moving I got stuck with Virgin and I feel like a hostage.
Of course that's anecdotal but the Which scores concur:
Top provider: Zen - 84%
...
5th: Sodabone: 62%
...
...
Second to last: Virgin - 55% (and lowest rated for customer service)
anonymous said:
[redacted]
Dunno, I don’t use it. Felt like a cool youngster suggesting it as well 
The zen thing, does that use a bt line?
The reason I use virgin (full time homeworker) is when you get a problem you only have one company to blame, rather than the isp blaming BT’s lines etc
I’ve had a good run with virgin since I’ve been in this house (just coming upto three years) but I also have the internet and nothing else, so I feel virgin sometimes get negative reviews lumped together including tv phone and internet
durbster said:
Spare tyre said:
Twitter
Or save yourself the grief and swap to virgin
Or save yourself the grief and swap to virgin
If you want decent broadband and good customer service you need Zen Internet:
https://www.zen.co.uk/
I was with Zen for years and felt like a valued customer. After moving I got stuck with Virgin and I feel like a hostage.
Of course that's anecdotal but the Which scores concur:
Top provider: Zen - 84%
...
5th: Sodabone: 62%
...
...
Second to last: Virgin - 55% (and lowest rated for customer service)
As I mentioned in another thread, my Virgin contract is up in a month and I'm trying to switch to another ISP, mainly to save some £. Virgin are not answering the phone, over an hour trying to get through, no way of cancelling online.
I've tried to switch but all other ISPs I've tried are saying I have no Openreach line into the house, I do actually have a physical line but it is not on the system. No way of getting the line activated at the moment because Openreach are not connecting any new lines.
My only option is to stick with Virgin for now and pay the new rate of £47/m, up from £27/m. Hopefully it will all calm down in a month or two.
I've tried to switch but all other ISPs I've tried are saying I have no Openreach line into the house, I do actually have a physical line but it is not on the system. No way of getting the line activated at the moment because Openreach are not connecting any new lines.
My only option is to stick with Virgin for now and pay the new rate of £47/m, up from £27/m. Hopefully it will all calm down in a month or two.
megaphone said:
As I mentioned in another thread, my Virgin contract is up in a month and I'm trying to switch to another ISP, mainly to save some £. Virgin are not answering the phone, over an hour trying to get through, no way of cancelling online.
I've tried to switch but all other ISPs I've tried are saying I have no Openreach line into the house, I do actually have a physical line but it is not on the system. No way of getting the line activated at the moment because Openreach are not connecting any new lines.
My only option is to stick with Virgin for now and pay the new rate of £47/m, up from £27/m. Hopefully it will all calm down in a month or two.
I got through to Virgin today at around 12.30 lunchtime. Was on hold over 40 minutesI've tried to switch but all other ISPs I've tried are saying I have no Openreach line into the house, I do actually have a physical line but it is not on the system. No way of getting the line activated at the moment because Openreach are not connecting any new lines.
My only option is to stick with Virgin for now and pay the new rate of £47/m, up from £27/m. Hopefully it will all calm down in a month or two.
durbster said:
If you want decent broadband and good customer service you need Zen Internet:
https://www.zen.co.uk/
I was with Zen for years and felt like a valued customer. After moving I got stuck with Virgin and I feel like a hostage.
Of course that's anecdotal but the Which scores concur:
Top provider: Zen - 84%
...
5th: Sodabone: 62%
...
...
Second to last: Virgin - 55% (and lowest rated for customer service)
Don't scrimp on your Internet connection, it's as important as the other utilities nowadays.
That's is the reason you end up with crap service, long queues and being unable to get anything fixed in a timely fashion.
TPSA7514 said:
megaphone said:
As I mentioned in another thread, my Virgin contract is up in a month and I'm trying to switch to another ISP, mainly to save some £. Virgin are not answering the phone, over an hour trying to get through, no way of cancelling online.
I've tried to switch but all other ISPs I've tried are saying I have no Openreach line into the house, I do actually have a physical line but it is not on the system. No way of getting the line activated at the moment because Openreach are not connecting any new lines.
My only option is to stick with Virgin for now and pay the new rate of £47/m, up from £27/m. Hopefully it will all calm down in a month or two.
I got through to Virgin today at around 12.30 lunchtime. Was on hold over 40 minutesI've tried to switch but all other ISPs I've tried are saying I have no Openreach line into the house, I do actually have a physical line but it is not on the system. No way of getting the line activated at the moment because Openreach are not connecting any new lines.
My only option is to stick with Virgin for now and pay the new rate of £47/m, up from £27/m. Hopefully it will all calm down in a month or two.
megaphone said:
Thanks will try again, this will be the forth time, over an hour each time previously so gave up.
I was answered by a very pleasant woman who obviously didnt work in the department normally. She was a bit by the book but then realised the issue and sorted itFrom chatting to her i think they are around a third of normal capacity in the call centres
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