Not operational content, take it on twitter where it can be ignored.

From: nznog-bounces@list.waikato.ac.nz [mailto:nznog-bounces@list.waikato.ac.nz] On Behalf Of Kyle Carter
Sent: Sunday, 8 May 2011 10:25 p.m.
To: 'NZNOG Mailing-List'
Subject: Re: [nznog] Slightly OT: ISP Recommendations

Sorry to those that dont think this is NZNOG content, but I think it is. One isp is obviously becoming subpar for customers. 

My mother had the exact same experience with the purple helpdesk.. and she is completely non technical.. took 2 days to get through to support.. and had to call the sales team and get tranferred from there in the end..   surprising that sales answered immediately and support doesnt work at all.  And they claim no problems on their end.  (they have no broadband for weeks now)

So its not just technical people that are hating on team purple.  I know of at least 3 people all moving away due to extremely shitty service.

I have heard of good things from vodafone support (although I seem to have seen more outages on vodafone broadband than other ISPs over my customer base) but all in all they seem to be the most competent support.

Kyle

From: nznog-bounces@list.waikato.ac.nz [mailto:nznog-bounces@list.waikato.ac.nz] On Behalf Of Cameron Bradley
Sent: Sunday, 8 May 2011 8:41 p.m.
To: NZNOG Mailing-List
Subject: [nznog] Slightly OT: ISP Recommendations

So a few months ago there were a few discussions about a certain large purple dinosaur and their issues.

At the time I was a vehement supporter of said company and defended them quite heavily.

A few weeks of unsatisfactorily-resolved helpdesk calls with regards to non-destructive porting (looking to move my main landline number to 2talk, easy task with Telecom or Vodafone). Followed by a “sorry, while theoretically possible, we just don’t offer that level of customisation” from the head of CS. I can clearly see that the previously amazing level of customer service (there certainly seems to be some of that left with a few of the remaining CSRs) has slipped to the point of futility. A point further proven tonight when I called to try and get a call routing issue between my landline and 2talk resolved (getting the “sorry your call could not proceed at this time” in two different voices) where the person who answered the phone barely seemed to understand a word I was saying.

As such, I’m now in the market for a new ISP. Ideally I’m looking for one with unbundled ADSL2+ service on the SHB exchange, that respects the QoS priorities on my SIP traffic (low quantity) and has native IPv6 available. I do have a second PSTN available for a ‘seamless switchover’ to go ahead.

If anyone has any recommendations it would be much appreciated, I would love to avoid going grey quite this early in my life.

Regards,

Cameron Bradley