Giving Three/Vodafone a serve
I have just sent the following letter of complaint to my ISP Three regarding the collapse of their mobile broadband service following a merger with Vodafone. I don't do this sort of thing often; I find it exhausting, and that's starting from a position of already exhausted. Let's see what happens.
Dear Support person (whom I appreciate is not personally at fault - I hope *you* have a nice day)
I wish to complain in the strongest possible terms about the terrible mobile broadband service I am now receiving following the switch to Vodafone. It is abundantly clear that the issue is congestion, as the system becomes effectively unusable at peak times from the close of school (2:30-3:00pm) until midnight. At all other times it is merely outrageously slow. How slow? I've tried to run 3G network speed tests AND THEY ALL REPORT UPLOAD AND DOWNLOAD SPEEDS OF 0! If I'm lucky a web page will load, but it will take many minutes to do so.
Worse than dialup; this is no service at all. I have been a customer for many many years, and this is appalling.
I assure you I have reviewed all the hardware and software elements of my home network (located in [X]). It is not me. It is YOU.
I have two businesses to run and can do neither. At this point I believe my only option is to join a different ISP (possibly Telstra Bigpond, if you're interested).
I am, however, still within a 12 month contract with Three. Under these circumstances I believe I should be allowed to exit without penalty. I know that there have been many other complaints from disgruntled customers.
Please advise:
(1) Are you confident that the congestion problem will be solved promptly and efficiently? I'll give you a chance to respond.
(2) Will I be able to terminate my Three contract without penalty or exit costs for your breech of promise to provide service?
Thank you for your attention. I understand that the people responsible for the corporate merger which caused this problem are unlikely to see this message, and I appreciate the efforts of true Customer Service personnel to assist me.
But boy am I pissed.
Regards
[Me]
Dear Support person (whom I appreciate is not personally at fault - I hope *you* have a nice day)
I wish to complain in the strongest possible terms about the terrible mobile broadband service I am now receiving following the switch to Vodafone. It is abundantly clear that the issue is congestion, as the system becomes effectively unusable at peak times from the close of school (2:30-3:00pm) until midnight. At all other times it is merely outrageously slow. How slow? I've tried to run 3G network speed tests AND THEY ALL REPORT UPLOAD AND DOWNLOAD SPEEDS OF 0! If I'm lucky a web page will load, but it will take many minutes to do so.
Worse than dialup; this is no service at all. I have been a customer for many many years, and this is appalling.
I assure you I have reviewed all the hardware and software elements of my home network (located in [X]). It is not me. It is YOU.
I have two businesses to run and can do neither. At this point I believe my only option is to join a different ISP (possibly Telstra Bigpond, if you're interested).
I am, however, still within a 12 month contract with Three. Under these circumstances I believe I should be allowed to exit without penalty. I know that there have been many other complaints from disgruntled customers.
Please advise:
(1) Are you confident that the congestion problem will be solved promptly and efficiently? I'll give you a chance to respond.
(2) Will I be able to terminate my Three contract without penalty or exit costs for your breech of promise to provide service?
Thank you for your attention. I understand that the people responsible for the corporate merger which caused this problem are unlikely to see this message, and I appreciate the efforts of true Customer Service personnel to assist me.
But boy am I pissed.
Regards
[Me]