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Old 05.06.2010, 13:59
JLF JLF is offline
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The Swisscom Saga...

So I know many of you have had your issues with Swisscom before, but I feel obliged to add myself to the list.

Here goes... rant commencing...

I wanted to connect service at two separate locations partially because I am moving to a new location (but not for several months) and partially because I wanted to help my new roomie out by getting her service before I arrive (since Cablecom can't service her anymore, hehe). Anyway, Swisscom didn't have any problems with this. I just had to initiate new service at the new location and then they said I could cancel my old service anytime.

So the connect date for my internet was supposed to be May 31 (last Monday). I received everything in order to connect, and it all worked beautifully until I got to the registration page. What I found on the registration page was the name of my downstairs neighbor. So keep in mind, the internet works but I can't register.

So I call Swisscom and talk with four idiots of Tuesday. Each one tells me a different story about why my internet doesn't work and how they need more information. Even when I provide them with the information they need (a previous tenant), the guy tells me to wait 48 hours. Someone has to come out and do something (because they can never *actually* explain to me what the technician in all his mighty wisdom has to do), but it should be up and running no later than Thursday. Also on Tuesday, we contact our downstairs neighbor, who says Swisscom came out today and "fixed" her connection. Now, we have no signal at all; can't even get the DSL light to show up on the modem anymore. hmmm...

So when Thursday comes around, and there is no internet, I call again. This guy is pretty good, at least I think he is when I am talking with him, and he says he can troubleshoot my line if I connect a phone to it. And not to worry, he says, because they are around until 10pm M-F and for a few hours on Saturday. So I call back last night (Friday), with everything connected, and the lady tells me sorry, but technicians stop working at 7pm. And she says that she is putting in a work order for tomorrow morning and someone will call me first thing in the morning.

So that is today. This morning, I waited until about 10am to call because I still haven't heard anything. And the lady is all attitude, but mind you, so am I. I am so frustrated from spending hours and hours all week on the phone with them that I am talking in my "nasty American" as my friend calls it. After reading and researching some of the better ways to "deal" with customer service here, I am resolved to be firm in my tone... So she tells me she doesn't know why her colleague would tell me a technician would call me this morning because the technicians don't work on the weekends. And in my file, she can't see why I am complaining because I am not even supposed to be connected until Monday, June 7 (which is complete and utter BS since I have the paperwork that says my connect date was May 31 and it worked that day with the wrong registration information). And so I go on arguing with her recounting the whole weeks worth of conversations and blah blah blah.

To make my already long story a little shorter, she checks into the name of the previous tenant that I had given to one of her colleagues on Tuesday. She finds out that, for some unknown reason, there is "no connection to our house and we need to call an electrician". She doesn't know why, but that is what we need to do and from her end, everything should be ready to go on Monday. So I thank her for actually taking a little extra time and apologize to her.

So my roomie and I are pissed (as we have been all week). And we don't understand why it would work on Monday but not now. So my roomie knows where the connection box is, and it is literally right outside the house. We take a flathead screwdriver and open it. And we find that there are two wires not connected... So we connect them to what we assume is our house... And voila! We have a dial tone to the phone... and the internet works with the right registration information!

Our theory is that the Swisscom technician that came on Tuesday switched the wires around to give our neighbor her connection but didn't re-connect ours. And *they* wanted *us* to pay for an electrician to connect two wires... something that took us five minutes to do. I know they can't see that from their end, but why couldn't they just be straight with me and tell me they didn't know? Instead, I think I talked with a cumulative of 8-10 customer service representatives who each gave me a different story. Oh, and my TV still doesn't work... more customer service calls ahead of me.

Moral of the story? Swisscom customer service is incompetent on so many different levels.

And thank you for reading (all five or so of you). I feel better.

Rant over... Great to have a complaints corner!

As a follow-up, are we even allowed to go into that box? Can I tell Swisscom that I went in there, connected the wires and everything is fine now or will I get in trouble for that? If I could get in trouble, what do I tell them when I talk to them again?
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Old 05.06.2010, 14:20
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Re: The Swisscom Saga...

I know of two Swisscom customers ( actually Sunrise but riding on Swisscom's infrastructure ) who contacted their hauswart and connected the correct wires ( the wire number was given by Swisscom to Sunrise who gave it to the end user ) and saved themselves a bunch.
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Old 05.06.2010, 15:13
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Re: The Swisscom Saga...

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As a follow-up, are we even allowed to go into that box? Can I tell Swisscom that I went in there, connected the wires and everything is fine now or will I get in trouble for that? If I could get in trouble, what do I tell them when I talk to them again?
I have no idea as to the rules of going in the box you mention, however when you next speak to them all you need say is, "all very strange however it appears to be working fine now" what they don't know can't hurt them or you.
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Old 13.06.2010, 22:37
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Re: The Swisscom Saga...

LoL - one of my first post on this forum, but thought I'd share. I went the whole 'contact everyone and their mother route' since it took over 2 weeks to get Swisscom in our house to connect and then only to be told that that stupid wire needed to be connected...

My e-mail went flying to a couple of 'higher up's' and then BAM, 2 phone calls to make sure we were there when the Swisscom rep would be at our house. 2 hours later, the guy connected the wire, left, we had our internet, phone, and cable running...

...and also 3 more calls afterwards to make sure we were happy with our service and was getting all of our services!
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Old 13.06.2010, 23:28
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Re: The Swisscom Saga...

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LoL - one of my first post on this forum, but thought I'd share. I went the whole 'contact everyone and their mother route' since it took over 2 weeks to get Swisscom in our house to connect and then only to be told that that stupid wire needed to be connected...
I am glad I wasn't the only one. After I posted this thread, I had at least seven or eight more calls before everything was *really* up and running. They shut us down Monday morning after everything was working all weekend, and we didn't have internet again until Wednesday. The nice thing was that those last few calls were actually quite enjoyable and polite. My attitude changed from "trying to understand the BS answer" they made up while talking to me to "please just tell me when things will be working". I played dumb and they appreciated that (apparently). I was just excited to have TV before the World Cup started.
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Old 14.06.2010, 12:43
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Re: The Swisscom Saga...

Glad they got you up and running. I find that Swisscom is a bit more helpful if you call multiple times than the rest (from the information friends have passed along).

I told my story to a couple of Swiss friends of mine and they were all shocked that I got things going so fast with my connection...before I went on my email rant, they tried calming me by telling me 'just wait, that's what we all do'.

...sorry, I'm a bit impatient by nature! Hope you enjoyed the Australia & Germany game yesterday!
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Old 14.06.2010, 14:30
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Re: The Swisscom Saga...

I was in a similar situation... In my case swisscom sent a local electrician and reimbursed me the fee... I was also very frustrated and pissed at the swisscom support for delaying the connection...

But later i realised that SWISSCOM doesnot have any authority to make the connection in the BOX as you mentioned. Only licenced technicians are allowed to do so and swisscom is very particular regarding that... As suggested by other forum member i willnot let anyone know you personally did that and dont let EF members know your address
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