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Old 05.09.2008, 16:10
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Cablecom Customer Service

I have taken the highest (25000 hispeed) internet connection, along with the digital phone. I felt the internet connection is not that high. Even the cablecom site takes 1 min to load completely. So I tried to check with the customer care service.

The worst thing about customer service is there is no option for an outsider to speak in English. Whatever the option given is only in local language, which is really tough to follow. Finally some how I got a person after a long wait (35mins). He said someone who speaks English will call me back in 20mins. I'm simply waiting for the call for the past 6 hours. When I retried to the customer care centre, it is worst than before, that I was on hold for nearly 1.20hrs. I couldn't wait beyond that as my son got up.

I thought of checking in the site. But whatever details I try to get finally ends saying contact the customer care. I felt fed up with all this steps. So I thougt of cancelling the product (both internet and phone). When I tried cancelling via site, it shows a message

"The service you have selected is currently not available. You will be able to use this service again from 15.08.2008.If you wish to make any administrative changes, or you have a problem, please call us so that we can take care of your issue.You can contact us on the telephone number 0800 66 88 66 (Monday to Friday from 8 a.m. to 5 p.m.).We appreciate your understanding"

and we are already into september. I'm really dissatisfied with this product. In the site I read about the 12 months contract period. But no where it is mentioned what will be the procedures if we have to cancel before the contract period due to some reasons (like dissatisfied with the product, leaving the country due to personal / offical works before the contract period). No "Terms and condition" links of this site ever worked.

I wrote a mail to them a month before and still waiting for the reply

Do any one have any email address or contact numbers (except the stupid 0800668866), which really work?
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Old 05.09.2008, 16:19
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Re: Cablecom Customer Service

The bill I got this month from Cablecom was twice the usual amount because they had added last month's amount to it claiming that I had not paid last month even though I had. So I called the 0800 number and had about the same experience as you did, which is why I decided to e-mail them.

I got a prompt (auto) reply saying your complaint has been recorded and your case ID is xxx and we will get in touch with you as soon as possible and if you want to tell us more, please mention the case ID in your future e-mails. So after waiting for about 10 days, I sent them another e-mail today and got a prompt reply saying guess what?

"your complaint has been recorded and your case ID is xyz and we will get in touch with you as soon as possible and if you want to tell us more, please mention the case ID in your future e-mails"
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Old 06.09.2008, 19:40
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Re: Cablecom Customer Service

sorry to say that i am in the same boat! i ordered phone and internet so am only supposed to pay half of each subscription, but they have now forgotten that deducation for 2 months. the internet is also so slow that i'm not even surfing anymore and skype with video is next to impossible...
please let me know if you found someone to talk to...i've resigned to wait until may and pay and then get out ASAP! but that is a really long time!
have also tried the phone and mail desks, it absolutely stinks, have considered going to their offices in person...but not up for the schlep!
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Old 06.09.2008, 20:09
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Re: Cablecom Customer Service

Test your cablecom connection speed here:

http://hsi.cablecom.ch/speedtest/

Last edited by AbFab; 06.01.2009 at 16:21. Reason: Link updated
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Old 06.09.2008, 21:14
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Re: Cablecom Customer Service

Well - I requested Cablecom to fix satus of the box that's on my land - never got back anything . Few months later I got a call that they want to disable my connection to the Cablecom TV network. I agreed as I'm not a user same time asked about 'concentrator box'. I was explained that it's different depatment and they can't forward my request. I agreed to disable my connection however I clearly stated that they have no access to my property. Lady try to tell me something about telecomunication law of switzerland - she wasn't aware that except for 'tax' law - there is nothing that stands on private property law in this country.

Again - amateurs. I'll check whenever this box is really resistant to freezing when I hear nothing for next few months by running 110bar or hot wather when it's -10C outside.

Cablecom is worst company in telco business I ever seen!

And I'd stop paying up bills - as 'service provided is not adeqate to ordered services'. Pay it into blocked bank account and inform Cablecom about it - until it's fixed . Charge your time on the phone to 0800.. as your normal hourly rate when it's down to releasing $$. Write down name of every person you speak with and date.

cheers
h.
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Old 06.09.2008, 21:48
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Re: Cablecom Customer Service

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Well - I requested Cablecom to fix satus of the box that's on my land - never got back anything . Few months later I got a call that they want to disable my connection to the Cablecom TV network. I agreed as I'm not a user same time asked about 'concentrator box'. I was explained that it's different depatment and they can't forward my request. I agreed to disable my connection however I clearly stated that they have no access to my property. Lady try to tell me something about telecomunication law of switzerland - she wasn't aware that except for 'tax' law - there is nothing that stands on private property law in this country.

Again - amateurs. I'll check whenever this box is really resistant to freezing when I hear nothing for next few months by running 110bar or hot wather when it's -10C outside.

Cablecom is worst company in telco business I ever seen!

And I'd stop paying up bills - as 'service provided is not adeqate to ordered services'. Pay it into blocked bank account and inform Cablecom about it - until it's fixed . Charge your time on the phone to 0800.. as your normal hourly rate when it's down to releasing $$. Write down name of every person you speak with and date.

cheers
h.
I am not a fan of Cablecom's customer service too, but I have difficulty in understanding what you are talking about...
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Old 07.09.2008, 13:26
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Re: Cablecom Customer Service

If you think your internet is slow, test it with the link provided by AbFab - but do this with a wired and NOT WIRELESS connection.

You could, after all, be blaming them for your equipment causing the problem.

Also bear in mind that Cablecom just changed billing systems and have a high load on their call centres - I was on-hold for 20 minutes this week querying the balls-up that is my latest bill.

I do agree that, as Cablecom offers everything in English, they should add this as an option to their phone support system.
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Old 07.09.2008, 13:29
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Re: Cablecom Customer Service

I had the double bill and the missed payment thing as well.

All I did was pay the difference, figuring it would all sort itself out next month...

Dunno it I have to re-register for ebills though.. anyone?
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Old 07.09.2008, 13:31
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Re: Cablecom Customer Service

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Also bear in mind that Cablecom just changed billing systems and have a high load on their call centres - I was on-hold for 20 minutes this week querying the balls-up that is my latest bill.
Indeed, they messed up pretty badly with the last bill "thanks" to the new billing system, here the latest news:

http://www.cablecom.ch/en/index/augustbill.htm
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Old 09.09.2008, 21:54
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Re: Cablecom Customer Service

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The worst thing about customer service is there is no option for an outsider to speak in English.
That sucks. My friend got ****ed off that they don't offer any options for him to speak in portugese.

And my other mate was highly annoyed that they had no fijian option.

What's the world coming to?
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Old 09.09.2008, 22:01
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Re: Cablecom Customer Service

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That sucks. My friend got ****ed off that they don't offer any options for him to speak in portugese.

And my other mate was highly annoyed that they had no fijian option.

What's the world coming to?
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I do agree that, as Cablecom offers everything in English, they should add this as an option to their phone support system.
10 characters? y?
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Old 10.09.2008, 11:31
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Re: Cablecom Customer Service

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That sucks. My friend got ****ed off that they don't offer any options for him to speak in portugese.

And my other mate was highly annoyed that they had no fijian option.

What's the world coming to?
Well, they offer their website in English, they send bills in English, they send their marketing literature in English, their PVR can be set up in English - given all of that it is not unreasonable to expect them to answer calls in English.

What is unreasonable, FK, is deliberately misunderstanding the point that's being made in order to defend Cablecom, which is what you appear to be doing.

I've read your comments on other threads about how you know the industry and are trying to provide balance. This however isn't balance, it's bias.
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Old 10.09.2008, 11:36
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Re: Cablecom Customer Service

If your connection is slow.. don't test using an ISP's test tool, since it just goes to their servers not beyond. Try to use a test website, like speedtest.net and select the test server in Zurich. Make a screenshoot and Post your pictures here. or write you subscription connection info, then include the tested up and download speed.
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Old 10.09.2008, 11:39
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Re: Cablecom Customer Service

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I had the double bill and the missed payment thing as well.

All I did was pay the difference, figuring it would all sort itself out next month...

Dunno it I have to re-register for ebills though.. anyone?
Due to the admin re-structure the billing month was closed early hence the missed payment (this happened to me as well). I called the customer service and I'm afraid the fault rests with us here.

The person talked me through what had happened and indeed on the sheafs of paper with your bill is a notice (in english) stating explicitly that should you have paid the previous months bill already, please use the orange payment slip provided to pay the difference

I just never take the time to read these things and just want to pay the bill and if all of us do the same no wonder their service lines are jammed up.
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Old 10.09.2008, 11:41
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Re: Cablecom Customer Service

I like how the OPs nickname fits to the topic (thats why I looked at the thread). I did not make a screenshot but it looked like this:
Cablecom customer care:
Myth
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Old 10.09.2008, 11:42
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Re: Cablecom Customer Service

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If your connection is slow.. don't test using an ISP's test tool, since it just goes to their servers not beyond. Try to use a test website, like speedtest.net and select the test server in Zurich. Make a screenshoot and Post your pictures here. or write you subscription connection info, then include the tested up and download speed.
I can tell you from experience that if you intend to take this up with their Helpdesk, Cablecom won't accept any test results other than those obtained from a wired connection to their modem (no router), using the site that AbFab gave.
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Old 10.09.2008, 11:45
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Re: Cablecom Customer Service

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Well, they offer their website in English, they send bills in English, they send their marketing literature in English, their PVR can be set up in English - given all of that it is not unreasonable to expect them to answer calls in English.

What is unreasonable, FK, is deliberately misunderstanding the point that's being made in order to defend Cablecom, which is what you appear to be doing.

I've read your comments on other threads about how you know the industry and are trying to provide balance. This however isn't balance, it's bias.
I have had a total of two calls that required a technician to be sent to me to sort out problems on an ADSL line.

Whilst not defending Cablecom, I will state that i do not find it unreasonable to respond in German, politely asking if it is possible for you to speak in English when you make contact with a service operator.

I have never had problems with the customer services when using this approach. Others i know who have responded directly in English often get the cold shoulder from the operators. Expecting special concessions in a non-english speaking country may be the root of the problems.
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Old 10.09.2008, 11:52
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Re: Cablecom Customer Service

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Indeed, they messed up pretty badly with the last bill "thanks" to the new billing system, here the latest news:

http://www.cablecom.ch/en/index/augustbill.htm
Okay so the website says if you had already paid last month's bill, you should've used the empty slip to pay only the difference. What about those who paid the difference, but used the pre-printed slip? It shouldn't be any different, right?

Last edited by khawaja; 10.09.2008 at 11:55. Reason: addition ..
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Old 10.09.2008, 11:56
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Re: Cablecom Customer Service

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I have had a total of two calls that required a technician to be sent to me to sort out problems on an ADSL line.

Whilst not defending Cablecom, I will state that i do not find it unreasonable to respond in German, politely asking if it is possible for you to speak in English when you make contact with a service operator.

I have never had problems with the customer services when using this approach. Others i know who have responded directly in English often get the cold shoulder from the operators. Expecting special concessions in a non-english speaking country may be the root of the problems.
That's not the point under discussion - what is inconsistent is that practically all their services are offered in English, except their call centre.

Of course no foreigner should simply expect their language to be offered, and (in my view) should always make an attempt in the local language.

But when a company actively supports and promotes itself in for example English, then it's absence in the call centre operation is odd.
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Old 10.09.2008, 12:18
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Re: Cablecom Customer Service

Speaking of language, I'm mildly annoyed by the fact that if you call from a landline you'll get directly to German (or whichever is the language of the area where you call from), and if you want another language you have to ask to the operator.

If you want to be able to choose the language you have to call from a mobile phone

Regarding the double bill of last month, I called them (with the mobile phone to have Italian ) as soon as I saw this strange bill, and they had no clue. Only now they figured out the mistake and explained it on their website.
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