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Old 08.09.2012, 19:34
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Cablecom... as bad as ever

Hi everyone,

Following on from a whole load of other threads...

Recently, I was complaining on here about how bad Cablecom's service was a couple of years ago.

But.... this month, I took the plunge, signed up for Cablecom, the engineer came, checked our socket, we received our modem and... yup, it's as bad as ever. We have no service. The modem can receive, but not send out any signals. Genius.

We rang Customer Service today, and they've arranged for a second engineer to come out on Monday.

We had exactly the same problem last time we signed up with Cablecom. That time, three engineers came out to check our socket, before one of them established there was a problem. And even then, the reliability of our connection was terrible, and eventually we just walked away from our contract. (A contract with Cablecom is a two-way thing. You pay them money, they provide a service. They repeatedly broke their own contract, so we walked away.)

What are the official terms of quitting Cablecom, before they've managed to give you any service at all ? I signed up in the storeSaturn, and the salesperson told me we have one month to walk away...?


Mike
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Old 08.09.2012, 19:38
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Re: Cablecom... as bad as ever

mine is perfect, ordered in afternoon of 25th, modem etc in my post box on the 26th, connected and works perfectly

Last edited by rob1; 10.09.2012 at 10:57.
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Old 08.09.2012, 21:57
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Re: Cablecom... as bad as ever

Sometimes just bad cabling or connection outlets, they get old and things start to fall apart. My wall connector was shoddy and not connecting very good. The first Cablecom "technician" was some old guy who smelled like alcohol, he swapped the cable between the wall and modem. It didn't help. The next technician was sober and exchanged the whole wall socket. That helped. But I think the cabeling in my building is anyway old and probably needs to be replaced. Same thing happened with my Swisscom DSL connection.

Cablecom can check the "health" of your connection from their Operations Center, if they see that it's a bad connection and that you want out of your contract, I'm sure they will release you.
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Old 08.09.2012, 23:26
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Re: Cablecom... as bad as ever

So far I have a great experience with Cablecom, on the other hand, nothing justify the elevated crazy prices of Swisscom
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Old 08.09.2012, 23:28
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Re: Cablecom... as bad as ever

no problems with cablecom
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Old 09.09.2012, 00:02
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Re: Cablecom... as bad as ever

Any other people in the building suffering from similar problems with cablecom? If so, as mentioned previously, it's very likely a problem with the cable connection to your house/building and not so much a problem of the connection or equipment in your house (old infrastructure that might need replacement, bad connectors, loads of potential probles in cable networks).

If not, then you might still have a chance with them if they would send a qualified, and patient, engineer...

Best of luck!
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Old 09.09.2012, 12:13
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Re: Cablecom... as bad as ever

In the Cablecom wall panel, there are 3 sockets. One for TV, one for internet, and one for radio. I couldn't get my internet to work plugging it into the internet socket, so I plugged my modem into the radio socket. It works perfectly, constant 100Mbps connection.

TL;DR - try using the radio socket instead.
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Old 09.09.2012, 12:23
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Re: Cablecom... as bad as ever

My cablecom equipment died on monday (cooler broken or whatever). A call with my mobile, they restored the internet and phone from distence and sent the new digital tv thingie the same day, three cables to plug in and a 30second phone call to ask them to switch the new connection as apparently, it has to be done with each new equipment. It is quicker to do than to write this message. All in all, 24 hours without digital tv and ten minutes without internet/phone. Does that qualify as bad service in the countries you come from?
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Old 10.09.2012, 10:21
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Re: Cablecom... as bad as ever

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We rang Customer Service today, and they've arranged for a second engineer to come out on Monday.
...
What are the official terms of quitting Cablecom, before they've managed to give you any service at all ?
First, you ring the service provider, advise them of the problem and give them a chance to fix it.

You did this, and the service provider is sending a technician to fix your problem.

Whilst it may be frustrating that a service doesn't work immediately you plug the box in, you do need to give the provider a chance to fix the problem. Before you complain to the world.

PS: the above text is true for any service provider in any service industry. In any country.

PPS: my experience with cablecom: 4 years with only 1 problem, which was caused by a neighbor in the house shorting the cable connection in the cellar when he tried to change wiring. And the cable tech arrived the next day and fixed the fault in 10 minutes. No problems with delivery of any items, or with any service provided by cablecom.
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Old 10.09.2012, 10:35
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Re: Cablecom... as bad as ever

We have had Cablecom for 4 years, including a move from next door, and I can really recommend them as technically and logistically very good, and excellent value.

We only had one problem experienced when contractors exchanged the street co-ax for glass fiber, and that was not a Cablecom problem, but the Cablecom technician gave us a temporary repair.
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Old 10.09.2012, 10:36
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Re: Cablecom... as bad as ever

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First, you ring the service provider, advise them of the problem and give them a chance to fix it.

You did this, and the service provider is sending a technician to fix your problem.

Whilst it may be frustrating that a service doesn't work immediately you plug the box in, you do need to give the provider a chance to fix the problem. Before you complain to the world.

PS: the above text is true for any service provider in any service industry. In any country.

PPS: my experience with cablecom: 4 years with only 1 problem, which was caused by a neighbor in the house shorting the cable connection in the cellar when he tried to change wiring. And the cable tech arrived the next day and fixed the fault in 10 minutes. No problems with delivery of any items, or with any service provided by cablecom.
My internet stopped working suddenly yesterday with a similar problem (the first two lights were on and the third was blinking....online was dark) I was able to call them (on Sunday) and they detected that there was a problem in the house. They are sending a technician to resolve it on tuesday. No offer was made to credit me for the days I had no internet. I have a rather strange setup in my apt. 3 of the rooms have a DSL/Swisscom outlet and the living room has a 3 hole cable outlet. (Im assuming that originally all rooms had DSL and a previous tenant had the cablecom socket installed) Now, I would like to ask this technician if it would be possible to swap out 1-2 of these DSL sockets and put in the cablecom sockets. Is that possible? Do they use the same cabling even?
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Old 10.09.2012, 10:41
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Re: Cablecom... as bad as ever

TO be honest it sounds like a local problem with your cabling/wiring. Not really Cablecom's fault though it may seem that way as they are the ultimate service provider. Perhaps ask around your appartment block and/or get an independent electrician to have a look at it.
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Old 10.09.2012, 11:00
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Re: Cablecom... as bad as ever

The cablecom threads always follow the same pattern, I can imagine how boring they must be for those who have been on EF longer than my 2 years.

1. OP posts thread of bad service
2. Posters suggest some helpful ideas
3. Posters tell OP how wonderful cablecom is and how the service they get is perfect.
4. Everyone starts chipping in with their good/bad experiences.

I can never understand the people who chime in with how great their service is, how they have had no problems, etc etc. How does this help the OP? Or is it a case of the light at the end of the tunnel? A kind of "stick with it matey, and you can be like us, a cablecom user who gets cable instead of just an invoice". I mean come on, the complaints on here and the general consensus even among the Swiss folk is they are quite ropey. Lets not pretend its an illusion.

I think we all recognise Cablecom to have its issues. It is certainly an unpredictable provider, one that would struggle to stay in business in the UK for example, in my humble opinion.

Cablecom and I have been on an emotional rollercoaster. We had a blissful honeymoon period of around 8 months. It all went wrong for us when I said I need a move, I wasnt happy where we were. So, we moved and Cablecom was homesick. It still wanted to provide service in Wollishofen. I pleaded and pleaded for help, for a chance, but Cablecom was stubborn. Eventually, after a near month of heated arguments Cablecom recognised we had a problem.

Well long story short (been posted several times) Cablecom and I worked out our differences. It took the best part of 6 months, it caused a lot of stress and emotional turmoil, and we now have a relationship counsellor to call upon when things go wrong. Cablecom gave back, recognised it had not fulfilled its commitment to me, and did its best, somewhat, to make it up to me.

Even recently, after stumbling across my desperate cries for help on the forum, an associate of my dear Cablecom reached out to me to help. To ensure things were working better between us, and that we were now enjoying our union. I was pleased to announce we was, and that I was encouraged by their compassion,

Good luck, if it's worth fighting for, fight for it, because it's a bloody biatch when it doesnt work.
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Last edited by JBZ86; 10.09.2012 at 11:34.
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Old 10.09.2012, 11:28
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Re: Cablecom... as bad as ever

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I can never understand the people who chime in with how great their service is, how they have had no problems, etc etc. How does this help the OP? Or is it a case of the light at the end of the tunnel?
It might not help the OP, except to maybe dilute his/her pessimism about a fix coming in the future as you say. But it does help other readers of the forum who might be considering whether to use Cablecom or not. (Sidenote: I have been a happy customer of Cablecom for almost 6 years now, but I admit maybe I have just been lucky!)
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Old 10.09.2012, 11:36
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Re: Cablecom... as bad as ever

There are 4 parts to every Cablecom complaint aren't there?

1. the TV, Internet, telephone, service supplier, Cablecom

2. the street co-ax glass fiber carrier, could be anyone

3. the wiring from the Cablecom receiver to your room, the house owner

4. the modem for Internet, usually Cablecom

Everyone piles in and blames Cablecom for bad service, who are very rarely to blame. Cablecom co-ordinates with other companies to get their services to you. They don't own the street cable, nor your house wiring!
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Old 10.09.2012, 11:51
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Re: Cablecom... as bad as ever

from Cablecom:

> > Our Internet services are offered by the principle of "best effort".
> > Your connection is affected at peak times. We apologize for this
> > circumstances.
> >
> > Cablecom's cable network will be expanded continuously.
> > This should increase the capacity and solve the issue. The extension date
> > for your region is not fixed yet.
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Old 10.09.2012, 12:24
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Re: Cablecom... as bad as ever

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They don't own the street cable, nor your house wiring!
Actually, the cable network company often does own the street wiring.
The street wiring is (mostly) a coax cable coming from the local hub, traveling down the street to a local street cabinet, and the going (still as a coax cable) from the street cabinet to your house. Eg: my house has a street cabinet outside the front of the house. And that street cabinet has a coax feed to it (I saw inside it one day...)

Some hubs can be connected with fiber, and then your statement is true: the fiber may, or may not, be owned by the cable company.

In addition, some cable operators offer a full service contract where they maintain (and replace if necessary) the inhouse cabling, right up to the socket in the wall of your apartment. This service is often optional, not every house owner has to buy it. However, the cable co doesn't "own" the cable inside the house. But they will maintain it.

Just my 2 Rappen worth.
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Old 10.09.2012, 12:30
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Re: Cablecom... as bad as ever

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It might not help the OP, except to maybe dilute his/her pessimism about a fix coming in the future as you say. But it does help other readers of the forum who might be considering whether to use Cablecom or not. (Sidenote: I have been a happy customer of Cablecom for almost 6 years now, but I admit maybe I have just been lucky!)
But: if the internet forums only held postings of complaints, then eventually, all the posters who look for advice about Company X will only ever find complaints.

A happy user often never posts their happiness on a forum
A disgruntled user often does.

Therefore it is important to provide balance and show that for every disgruntled user, their are likely to be >9 happy users.
(My belief is that most companies have greater than 90% customer satisfaction, it is the last 10% that are unhappy, and from those, there is always a certain percentage that is loud and vocal and plasters their unhappiness over the Internet....)

And the Internet never forgets

[Note to self: google and find this posting in 30 years time, when I am old and grey and wonder what I did on Knabenschiessen in 2012...]
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Old 10.09.2012, 18:14
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Re: Cablecom... as bad as ever

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4. Everyone starts chipping in with their good/bad experiences.
Thank you for doing it yourself. You are one of us. Welcome.
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Old 11.09.2012, 10:25
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Re: Cablecom... as bad as ever

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Thank you for doing it yourself. You are one of us. Welcome.
True, but my post wasnt in dismissive denial
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