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Old 03.06.2008, 15:54
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My Cablecom nightmare (Geneva; ongoing report)

Here’s my experience with Cablecom.

I ordered online for Cablecom hi-speed internet and digital phone services on May 9. Soon I received the confirmation e-mail followed by a letter dated May 14. The letter says:
Quote:
…the cable network facilities on your premises have to be inspected and, if necessary, brought up to date. A partner company has already been contracted to carry out the necessary work. The inspection will be completed in the next three weeks.

Three weeks without internet connection. I guessed I could manage that. So I waited.

Since nothing happened, last week I called their info line and asked to be redirected to someone who speaks English. A girl who seems to be from the German-speaking part told me that the contractor would call me for the inspection. So I waited. Again nothing happened.

Tomorrow will be the end of the three weeks from 14/05, so I called the info line again this morning. This time the guy at the other end refused to redirect me, saying nobody speaks English, so the conversation had to be in French, a torture for both of us. I asked him when can I get connected, and he told me I was already connected on 09/05, the day when I signed up online. He further told me that a modem had been sent to me, but for some reason I didn’t receive it and they would send me a new one. Sounds very familiar. My French is poor but on this latter point I’m sure I understand him.

Wait. Am I not supposed to sign a contract before they send me the modem?

I called again and this time someone very helpful and willing to speak English with me gave me a job number and asked me to call their “administration” to arrange a rendezvous with the contracted partner. So finally this is what’s been happening during the three weeks: nothing.

The first guy this morning seems so clueless, so green. How can someone get connected the very day he signs up, without a contract? If he can, what is the “inspection” letter about? I hate to think that he was lying to me. I hope it was my French.
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Old 03.06.2008, 16:32
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Re: My Cablecom nightmare (Geneva; ongoing report)

Just off line with another of their reps. Told me he could see I have called and he had exert "pressure". A technician should contact me this week, but no promise. I mentioned the "rendezvous", but it went nowhere.

This morning when I decided to file a complaint, I clicked on the "contact" link on Cablecom's web page, but their site which a second a ago was OK suddenly could not be opened.

I wrote a full-page letter and tried fax. I dialled the fax No. printed on their letter. Busy, busy, busy. Then the ring tone, but no answer, no automatic answer. The fax machine disconnected after a while.

The guy just now was a bit impatient. Is it my problem? I mean, this is only a foreign country, not Mars. Things aren't supposed to be this difficult.
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Old 03.06.2008, 17:35
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Re: My Cablecom nightmare (Geneva; ongoing report)

I had a similar experience as well. Initially I ordered through my relocation agent the Swisscom land line and wirless ADSL. I had had a problem with contractors and outrageous bills resulting from the entire set-up process. Eventually I got fed up with Swisscom, cancelled the contract and researched for a new medium of interent access. I came across Cablecom and their ''fabulous offers with discounts for previous months''. Quickly I realized that it was a mistake, it took over 2 months to get it inspected and up and running in my apartment. I was advised that it's due to long customer queues at Cablecom.

Later I also had problems with poor channels reception on TV. At the moment everything works fine, the stated interent transfer high-speed is not as glamorous as I expected but I can live up with it.

The only problem I have got is when using Outlook Express under Windows XP I can upload the messages to Inbox using incoming POP server from my email address. However I cannot send out the messages via Outbox using outgoing SMTP. I specified it as: imap.hispeed.ch but it doesn't work.

Does anyone know what is outgoing server for Cablecom?
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Old 03.06.2008, 18:05
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Re: My Cablecom nightmare (Geneva; ongoing report)

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I had a similar experience as well. Initially I ordered through my relocation agent the Swisscom land line and wirless ADSL. I had had a problem with contractors and outrageous bills resulting from the entire set-up process. Eventually I got fed up with Swisscom, cancelled the contract and researched for a new medium of interent access.
Thanks for this. Now I think I'll stick it out and avoid jumping out of the pan into the oven.

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The only problem I have got is when using Outlook Express under Windows XP I can upload the messages to Inbox using incoming POP server from my email address. However I cannot send out the messages via Outbox using outgoing SMTP. I specified it as: imap.hispeed.ch but it doesn't work.
SMTP authentication? See their explanation. Hope it works. IMAP is for receiving e-mails.
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Old 03.06.2008, 19:04
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Re: My Cablecom nightmare (Geneva; ongoing report)

A couple of years ago I tried calling their (chargeable) hotline, but gave up in disgust after the third attempt and about 30 minutes on hold and only managing to talk to a live person once, who didn't speak English and then put me back on hold. So I just emailed them. That worked ok...

Last edited by bubbles4352; 03.06.2008 at 19:04. Reason: s/call/hold/g
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Old 04.06.2008, 00:00
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Re: My Cablecom nightmare (Geneva; ongoing report)

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SMTP authentication? See their explanation. Hope it works. IMAP is for receiving e-mails.
Indeed this part I have to fix which I have overlooked. Thanks for a hint. The problem is though that I do not remember my email address xxx@hispeed.ch and password. I have sent email with my inquiry to technical support today. I hope they will get back to me soon

Enjoy your day...
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Old 04.06.2008, 09:43
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Re: My Cablecom nightmare (Geneva; ongoing report)

The only good thing about subscribing for Cablecom is that they offer you right away the form to cancel the service.
How thoughtful.
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Old 04.06.2008, 10:50
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Re: My Cablecom nightmare (Geneva; ongoing report)

Hello,

If anyone could help me how do I land up cancelling the cablecom which will be useful for me in furture, some times when we call them they hang over the phone without a proper response.We have to end mails after mail for them to clear our doubts.Pls guide me.
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Old 04.06.2008, 11:35
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Re: My Cablecom nightmare (Geneva; ongoing report)

Hi ,

I think you should follow the thread bcos I also had a simliar problem and how can I cancel the cablecom.How is that possilbe.

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I'm not sure what you are asking, can you rephrase the question
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  #10  
Old 04.06.2008, 11:46
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Re: My Cablecom nightmare (Geneva; ongoing report)

@jacek - I think it is: smtp.hispeed.ch

When I googled 'cablecom outgoing server', I got this page, which should solve your problems: https://service.cablecom.ch/scp/cons...nt.htm&lang=en

Good luck

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I had a similar experience as well. Initially I ordered through my relocation agent the Swisscom land line and wirless ADSL. I had had a problem with contractors and outrageous bills resulting from the entire set-up process. Eventually I got fed up with Swisscom, cancelled the contract and researched for a new medium of interent access. I came across Cablecom and their ''fabulous offers with discounts for previous months''. Quickly I realized that it was a mistake, it took over 2 months to get it inspected and up and running in my apartment. I was advised that it's due to long customer queues at Cablecom.

Later I also had problems with poor channels reception on TV. At the moment everything works fine, the stated interent transfer high-speed is not as glamorous as I expected but I can live up with it.

The only problem I have got is when using Outlook Express under Windows XP I can upload the messages to Inbox using incoming POP server from my email address. However I cannot send out the messages via Outbox using outgoing SMTP. I specified it as: imap.hispeed.ch but it doesn't work.

Does anyone know what is outgoing server for Cablecom?
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  #11  
Old 04.06.2008, 11:52
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Re: My Cablecom nightmare (Geneva; ongoing report)

Regarding Cablecom, I set up service with them 2.5 years ago and it was very simple. Signed up, received package a few days later and set it up myself for internet/phone/TV/Recorder.

Have had to call in a few times for various questions/issues and they always found an English speaker right away, and took care of the problem immediately. I could not be happier with the service so far. They have also upgraded internet speed twice. My only complaint is the prices are high compared to the rest of Europe (though not that much higher than what I paid in US).

Sorry for those of you that have had problems, but my Cablecom experience has been just about flawless.

fduvall
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  #12  
Old 04.06.2008, 12:04
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Re: My Cablecom nightmare (Geneva; ongoing report)

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how do you cancel? Arent most of their services under a mandatory 1 year plan
This is how you cancel:

https://service.cablecom.ch/scp/cons...Cancel&lang=en

I remember that upon subscription they offered a link to download a premade letter to cancel in pdf format. Please note I have never subscribed with them (I hate that company) but I helped a friend subscribing so I saw that file with my eyes.
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  #13  
Old 04.06.2008, 12:38
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Re: My Cablecom nightmare (Geneva; ongoing report)

I will be cancelling my TV subscription with them soon.

When I log on to customer services and click on the button under "Everything you need to know about cancelling your digital TV subscription" I get the following message:

You are not subscribed to .[sic] Would you like to order it now? Click <Continue>

For kicks, I click <Continue> and it lists my digital TV customer number right there, and asks me which service I want to add.

Just about sums up my experience with Cablecom.
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Old 04.06.2008, 12:58
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Re: My Cablecom nightmare (Geneva; ongoing report)

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Regarding Cablecom, I set up service with them 2.5 years ago and it was very simple. Signed up, received package a few days later and set it up myself for internet/phone/TV/Recorder.

Have had to call in a few times for various questions/issues and they always found an English speaker right away, and took care of the problem immediately. I could not be happier with the service so far. They have also upgraded internet speed twice. My only complaint is the prices are high compared to the rest of Europe (though not that much higher than what I paid in US).

Sorry for those of you that have had problems, but my Cablecom experience has been just about flawless.

fduvall
Same experience here. Signed up about 3.5 years ago and have had no problems (except slightly longer to get internet activated when I moved last year than when originally signed-up). I think what is happening is that they are simply not able to keep up with demand as more and more people sign up for the internet and digital TV service.

Where I do fault Cablecom is the lack of communication and the ability to hold their hands up and say, "We are simply overloaded and it will take 4 to 6 weeks for everything to be sorted. Do you wish to continue?". But, money talks and the promise of everything will get sorted in 2 weeks keeps people hanging on. Reeks of cheque is in the mail syndrome.

I would like them to just be honest, hold their hands up and admit fault, but then again I'm probably asking too much. Or at least spend some of that cash and get some bloody people hired/subcontracted to correctly install the system for those who need it.

Last edited by Smitty; 04.06.2008 at 16:00. Reason: pertinent info added.
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Old 04.06.2008, 14:02
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Re: My Cablecom nightmare (Geneva; ongoing report)

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SOr at least spend some of that cash and get some bloody people hired/subcontracted to correctly install the system for those who need it.
It would be wrong to assume that they are just sitting back and doing nothing...
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Old 04.06.2008, 14:15
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Re: My Cablecom nightmare (Geneva; ongoing report)

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how do you cancel? Arent most of their services under a mandatory 1 year plan
I think there is a clause (with most companies) that if you move out of their service area/other country that you can cancel the subscription without having completed the full year. That's what I did when moving abroad. BUT not sure if that does apply overall.
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Old 04.06.2008, 15:59
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Re: My Cablecom nightmare (Geneva; ongoing report)

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It would be wrong to assume that they are just sitting back and doing nothing...

Not assuming, but they are obviously overloaded and don't have the ability one way or another to do jobs themselves/sub-contract the work out in a timley manner. When I signed up 3.5 years ago I subscribed to all the services, had all the equipment plus Cablecom themselves (no sub-contractor) come out to activate my appartment for the internet (including installing the wall socket with 3 plugs) in 5 days time total. Last year when we bought our own place (in the same town) had to wait 2 weeks for a sub-contractor to come out to put in the plug with 3 sockets, then had to wait another 4 days for the internet to become activated. As I said before the demand is outstripping their ability to get things done as quickly as they used to but they seem to have the lassiez-faire attitude in informing their customers.

Other than that, I am happy with the product.
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Old 04.06.2008, 22:51
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Re: My Cablecom nightmare (Geneva; ongoing report)

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The only good thing about subscribing for Cablecom is that they offer you right away the form to cancel the service.
How thoughtful.
BTW: stirring the kak more... since we are on the topic of Cablecom... I am a subsriber to Cablecom TV as well... this afternoon a gentelman from government (as he stated) rung the bell and produced in front of me a Private reception bill from ''Billag AG''. I also got an English version of translation in 3 official languages, which reads: ''Every household with possibility of receiving radio and television programmes is subject to pay licence fees. If you are in this case you have to register with Billag, which is in charge for the invoicing of the fees.

It does not matter whether the programmes are broadcast by SRG SSR idee suisse or a private provider. As well it does not matter, whether the reception occurs by antenna, cable or satellite. Also the use of prtable radio and television sets, clock radios, car radios, etc. means to be subject to register and pay the fees.

Fees:
Private (3months, VAT incl.)
Radio reception: CHF 42.25
Television reception: CHF 73.25

Anyone not registered with Billag and in possesion of an operational radio or television set is subject to a fine up tp CHF5000.-''

He was insisting to find out from me if I do have a car and the radio installled...

It is all radiculous. If I had known how much cost of living in this country is I would rethink twice my coming to Suisse
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Old 04.06.2008, 23:47
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Re: My Cablecom nightmare (Geneva; ongoing report)

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this afternoon a gentelman from government (as he stated) rung the bell and produced in front of me a Private reception bill from ''Billag AG''.
Sorry Jacek, but Billag is inevitable like death. And I am surprised you didn't hear about them before, as it's one of the top three annoyances in this forum (right after finding an apartment, right before swissgerman).
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Old 05.06.2008, 00:56
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Re: My Cablecom nightmare (Geneva; ongoing report)

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Sorry Jacek, but Billag is inevitable like death. And I am surprised you didn't hear about them before, as it's one of the top three annoyances in this forum (right after finding an apartment, right before swissgerman).
The only useful way of getting rid of them would be not to answer the ringing bell (but I guess they would still pester me next time around)...

The guy showed up at the critical moment of me watching the French Open 2008 when Monfils Vs. Ferrer was serving for the match and I missed this part...

Anyway I heard about additional fees for TV but the way this guy was proudly filling up the form, it all felt like they really enjoy having expats here to hand them the bills..

Last edited by jacek; 05.06.2008 at 01:07.
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