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Old 05.10.2011, 16:07
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Cablecom cut my TV off - grrr

So, we have had Cablecom TV since we moved to this temporary accommodation in August. All had been fine with the service until....

I called them on Monday to inform them of the fact we will be moving to our permanent address and that we wanted to transfer the account to there with effect from a date next week. I was very clear about this point and it was confirmed in their email to me.

Now guess what, TV was cut off last night! I phoned them up and they apologised and switched cable back on for me later last night but when I got up this morning it had gone again.

I phoned at 9.30am with screaming baby on my lap - I asked if someone could speak English and the chap was very nice and helped me out. Told me I would get my cable back 15 mins later. Nothing happened.

I have been trying to get through to them all day, I have asked if someone speaks English but no one does. When I try to speak in German, which I admit is O Level standard and doesn't cover conversations about cable (well it didn't exist in 1985 as far as I am aware ) they say in their fastest Swiss German that someone who speaks English will call me back later.

I have rung 3 times this afternoon now as being at home with a baby is hard enough but Bargain Hunt and This Morning keep me sane, but they keep saying someone will call back in 20 mins.

I knew I would confuse them about changing addresses early but in previous experience with cable companies I wanted to give them as much notice as possible as I didn't want to miss the rugby next weekend.

What a palava
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Old 06.10.2011, 10:57
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Re: Cablecom cut my TV off - grrr

This happened to me a few years ago - they also told me that they will reinstall it in the next 15 minutes.

That didn't happen. A few calls later we figured out that the callperson cannot reinstall the channel directly, so they need to go to "someone else", which is why they always say they will do it in 15 minutes. However, the problem is that the "someone else" also cannot do it. Apparently, reinstallation is completely blocked by the system. So next time you call them, keep them online and say that they should try doing it while you are waiting on the phone. They will then discover that they really need to do something extraordinary to reinstall it, whatever it is.
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Old 06.10.2011, 11:16
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Re: Cablecom cut my TV off - grrr

haha that all sounds too familiar Cablecom are great! I love their ability to do everything backwards... We wanted to upgrade the package we had to include a better internet option and to get our fixed telephone line de-activated so we found this package which included the same tv option that we had (bbc included etc free phone and less expensive internet (supposedly faster?!) anyway all was 'signed' to be changed for 1st January but forms were filled in (online) back in november right? So.... what do cablecom do? Well they just cut us off from November to January ... OH YEAH NO EASTENDERS OVER CHRIMBO???? no xmas films for my daughter, no internet to chat with family and friends back home - terrific!!

So we called and called pleading with them to reactivate... they kept saying 'we did reactivate you it should be working, check the cables - bla bla'.
Eventually one day i got through to someone who asked me if i had received the new 'box' so i said no and they sent it out - got it after xmas holidays mind.... but still no telly, internet or phone (which we didnt care about anyway... but not the point!).

Eventually when 1st January had passed and we had the new box - we tried again - YIPEEEE! we had telly again and magically the internet worked too... were we happy?? NO! Why? cos the new 'box' which in my eyes was supposed to be new in the sense that its features should be at least as perfomant/efficient/useful as before if not better was rubbish - half the features we had found handy on the old box were gone ie search tools for upcoming films etc, the guide takes ages to load and whatever youre watching at the time halts, sound included till the guide is ready , the info for each programmje is only half of what it used to be...

anyway - i could go on and on about the 'new' box but what im tryin to say is
i feel your pain
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Old 06.10.2011, 11:18
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Re: Cablecom cut my TV off - grrr

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This happened to me a few years ago - they also told me that they will reinstall it in the next 15 minutes.

That didn't happen. A few calls later we figured out that the callperson cannot reinstall the channel directly, so they need to go to "someone else", which is why they always say they will do it in 15 minutes. However, the problem is that the "someone else" also cannot do it. Apparently, reinstallation is completely blocked by the system. So next time you call them, keep them online and say that they should try doing it while you are waiting on the phone. They will then discover that they really need to do something extraordinary to reinstall it, whatever it is.
Funnily enough this exact thing happened to me later on last night. They eventually called me back and told me unfortunately even though it was their fault, they were unable to reconnect me as my account had now been blocked (incorrectly of course) and would take a week to process and we will have moved into our new place by then.

Amazing...!
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Old 06.10.2011, 11:19
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Re: Cablecom cut my TV off - grrr

Think of the Billag savings...
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Old 06.10.2011, 11:35
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Re: Cablecom cut my TV off - grrr

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Funnily enough this exact thing happened to me later on last night. They eventually called me back and told me unfortunately even though it was their fault, they were unable to reconnect me as my account had now been blocked (incorrectly of course) and would take a week to process and we will have moved into our new place by then.

Amazing...!
Our internet was cut off due to a billing error and they said it would take a week to re-connect.

I told them that I knew exactly what was involved with re-connecting it and that it would take a couple of minutes at a keyboard at most.

It was back on fifteen minutes later.
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Old 06.10.2011, 11:45
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Re: Cablecom cut my TV off - grrr

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Think of the Billag savings...

The Billag will still get you, though. There's no stopping them.
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Old 28.11.2011, 22:16
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Re: Cablecom cut my TV off - grrr

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So, we have had Cablecom TV since we moved to this temporary accommodation in August. All had been fine with the service until....

I called them on Monday to inform them of the fact we will be moving to our permanent address and that we wanted to transfer the account to there with effect from a date next week. I was very clear about this point and it was confirmed in their email to me.

Now guess what, TV was cut off last night! I phoned them up and they apologised and switched cable back on for me later last night but when I got up this morning it had gone again.

I phoned at 9.30am with screaming baby on my lap - I asked if someone could speak English and the chap was very nice and helped me out. Told me I would get my cable back 15 mins later. Nothing happened.

I have been trying to get through to them all day, I have asked if someone speaks English but no one does. When I try to speak in German, which I admit is O Level standard and doesn't cover conversations about cable (well it didn't exist in 1985 as far as I am aware ) they say in their fastest Swiss German that someone who speaks English will call me back later.

I have rung 3 times this afternoon now as being at home with a baby is hard enough but Bargain Hunt and This Morning keep me sane, but they keep saying someone will call back in 20 mins.

I knew I would confuse them about changing addresses early but in previous experience with cable companies I wanted to give them as much notice as possible as I didn't want to miss the rugby next weekend.

What a palava
we moved into our new place a year ago however due to the connection in the building, were unable to get cablecom. We informed them and sent the box back however its a year later and we are still getting bills!!! not happy!! switch to swisscom if i was you!
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Old 28.11.2011, 22:38
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Re: Cablecom cut my TV off - grrr

Their customer service is so unreliable, it took me 3 months to get them to deduct the internet fees from my bills for the months when my internet was broke.

somehow they have an ambitious servise spirit though, they don't say no, they are simply incapable sometimes...
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Old 30.11.2011, 16:43
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Re: Cablecom cut my TV off - grrr

Cablecom is great, when it is working... Once you need their support, you're in trouble...
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