Go Back   English Forum Switzerland > Help & tips > TV/internet/telephone  
Reply
 
Thread Tools Display Modes
  #1  
Old 14.07.2009, 18:05
FriendlyKiwi's Avatar
Forum Veteran
 
Join Date: Jan 2008
Location: Shoppinzentrum
Posts: 1,784
Groaned at 20 Times in 16 Posts
Thanked 914 Times in 551 Posts
FriendlyKiwi has a reputation beyond reputeFriendlyKiwi has a reputation beyond reputeFriendlyKiwi has a reputation beyond reputeFriendlyKiwi has a reputation beyond repute
Cablecom Service - my experience

So today I get home and find no TV / Internet / telephone service.

I rang cablecom and was totally disappointed.

Based on what the media reports, I expected to be on the phone forever and face incompetence.

But I got exactly the opposite.

Within the 10m 50s that I was on the phone cablecom managed to

a) give me some tests to confirm I had a technical problem
b) check the modem status of other users in my building - all were offline
c) check their systems and report that the system in our town has a faulty unit affecting multiple users, and it is being worked on
d) tell me that the expected outage will run untill approx 18:00
e) encourage me to report further if the outage continues longer than 18:30
f) do all of the above in a friendly, competent manner

I'm so disappointed that my experience has been tainted by the media.
I didn't get what the media primed me to get - instead I got friendliness, competence, and prompt service.

Well done, cablecom
__________________
Warning: may contain traces of nuts.
Reply With Quote
  #2  
Old 14.07.2009, 18:32
AbFab's Avatar
Forum Legend
 
Join Date: Sep 2006
Location: Zürich
Posts: 7,732
Groaned at 326 Times in 220 Posts
Thanked 10,668 Times in 3,719 Posts
AbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond repute
Re: Cablecom Service - my experience

They've probably been reading your posts here and gave you special service...
Reply With Quote
  #3  
Old 14.07.2009, 18:51
Forum Legend
 
Join Date: Mar 2009
Location: Zurich
Posts: 12,391
Groaned at 917 Times in 651 Posts
Thanked 17,095 Times in 6,711 Posts
Chuff has a reputation beyond reputeChuff has a reputation beyond reputeChuff has a reputation beyond reputeChuff has a reputation beyond reputeChuff has a reputation beyond reputeChuff has a reputation beyond repute
Re: Cablecom Service - my experience

You were lucky, their service is in general absolutely diabolical. Diagnosing a fault is easy for them, especially when its an entire building... it's when you give them something complicated like changing your address when moving into a new apartment that the fun begins. They are bloody useless for the most part.
Reply With Quote
  #4  
Old 14.07.2009, 19:03
Forum Legend
 
Join Date: Jun 2007
Location: Ticino
Posts: 2,871
Groaned at 91 Times in 63 Posts
Thanked 3,654 Times in 1,470 Posts
Snoopy has a reputation beyond reputeSnoopy has a reputation beyond reputeSnoopy has a reputation beyond reputeSnoopy has a reputation beyond reputeSnoopy has a reputation beyond reputeSnoopy has a reputation beyond repute
Re: Cablecom Service - my experience

Quote:
View Post
e) encourage me to report further if the outage continues longer than 18:30
I thought their tech support closes at 1800?
Reply With Quote
  #5  
Old 14.07.2009, 19:09
sandaleen's Avatar
Senior Member
 
Join Date: Aug 2007
Location: Mellingen, Aargau
Posts: 432
Groaned at 3 Times in 3 Posts
Thanked 149 Times in 97 Posts
sandaleen has earned the respect of manysandaleen has earned the respect of manysandaleen has earned the respect of many
Re: Cablecom Service - my experience

thanks for the mail, you've given me hope!
i need to phone them, because for the past 6 months my computer looses internet connection after an hour - it's really frustrating, and then i have to reboot the whole shebang to get it going again...maybe i should just phone and try!!!
Reply With Quote
  #6  
Old 14.07.2009, 19:15
Scoobysue's Avatar
Member
 
Join Date: Jul 2008
Location: Basel
Posts: 234
Groaned at 0 Times in 0 Posts
Thanked 31 Times in 29 Posts
Scoobysue is considered knowledgeableScoobysue is considered knowledgeableScoobysue is considered knowledgeable
Re: Cablecom Service - my experience

To be fair, they rewired my entire building when I reported a load of channels getting 'E20 - no signal' and their engineer who checked my set up here spent ages tweaking it till he was happy with the picture quality. I'm going 'it's okay really' (or think I was, we were speaking French) and he kept insisting 'it's not good enough'!

That's what makes their general incompetence so much more frustrating - when they want to be, they can be exemplary in terms of customer service.
Reply With Quote
  #7  
Old 30.03.2011, 22:38
Newbie 1st class
 
Join Date: Mar 2011
Location: geneva
Posts: 12
Groaned at 1 Time in 1 Post
Thanked 0 Times in 0 Posts
cerniota has no particular reputation at present
Re: Cablecom Service - my experience

I read many bad experience with Cablecom, but I decided to give a try because on paper their offer is the best ( chf 63.30/month for Internet + TV, no telephone, as of 2011).
Note that I do not want the fixed telephone.
They got my language wrong, so I received all mailing in German (the only Swiss language that I do not understand).
They got my address wrong, so the shipping took longer than usual but eventually I got the box with the decoder, the router, etc.
I installed everything by my self (I am an electrical engineer .
A couple of things were not clear on the instructions but I managed to got everything working.
Also registering on their web site was not clear, but eventually I did it, and their web site is informative.
So now I got good TV and internet as I want.
A bad surprise was that when I received the bill I got an unexpected bill of 227.85 chf/year, not mentioned on their offers. They say it is a basic connectivity fee, needed for any other service.
So my average monthly costis now about 80 chf, still less than the cheapest Swisscom package (99chf/month).
So in my case, this choise make sense, but I would reccomend Cablecom only to people that have patience, technical knowledge and various language skills.
Reply With Quote
  #8  
Old 31.03.2011, 01:12
Senior Member
 
Join Date: Dec 2010
Location: Zürich
Posts: 268
Groaned at 20 Times in 10 Posts
Thanked 27 Times in 25 Posts
humano is considered unworthyhumano is considered unworthyhumano is considered unworthyhumano is considered unworthy
Re: Cablecom Service - my experience

They are not serious. A couple of frineds of mine have had problems too... A couple of days without internet or telephone or both... One of them has now green.ch (i think) and he says, its better. But it's very expensive for me...
Reply With Quote
  #9  
Old 31.03.2011, 01:18
Golfprostew's Avatar
Senior Member
 
Join Date: Jan 2011
Location: Egg
Posts: 263
Groaned at 4 Times in 3 Posts
Thanked 182 Times in 100 Posts
Golfprostew has earned the respect of manyGolfprostew has earned the respect of manyGolfprostew has earned the respect of many
Re: Cablecom Service - my experience

I have nothing but praise for cablecom.

I ordered online on a Wednesday and by Friday it arrived. Installed it all and the set top box was faulty I called them up and they sent a techniker round to check it for me, this was Friday 4pm.

He said the box was faulty and he made a call and my new box arrived the next day 7am!

Even their bill came for the month no extra charges everything how it should be.

I don't work for them btw....
Reply With Quote
  #10  
Old 31.03.2011, 07:08
jaudi's Avatar
Forum Veteran
 
Join Date: Sep 2007
Location: zurich
Posts: 532
Groaned at 4 Times in 4 Posts
Thanked 461 Times in 215 Posts
jaudi has an excellent reputationjaudi has an excellent reputationjaudi has an excellent reputationjaudi has an excellent reputation
Re: Cablecom Service - my experience

I called them recently to ask for a change to my package. After 10 minutes discussion where I pushed many times to get them to tell me the FULL cost I would pay and was repeatedly told only parts of it, they finally announced another charge after I had agreed to make the change, so I told them to cancel. They seem to have a deliberate policy to mislead customers about their costs.
Reply With Quote
  #11  
Old 19.05.2011, 13:28
jrspet's Avatar
Forum Legend
 
Join Date: Jul 2007
Location: Quaint Wädenswil, Zürich, CH
Posts: 8,149
Groaned at 27 Times in 20 Posts
Thanked 7,036 Times in 3,912 Posts
jrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond repute
Re: Cablecom Service - my experience

Dear XXX,

On Friday afternoon, 13 Mai 11, one of upc cablecom's fibre optic cables was damaged by the actions of a third party. This led to a service failure (CATV, Digital TV, Internet, fixed network telephony) in several areas around Lake Zurich.

We apologise to our customers for any inconvenience caused.

Yours sincerely,

Oliver F
upc cablecom

FWIW, the service was down for 8 hours and the email came in two days later.

Last edited by jrspet; 19.05.2011 at 13:38.
Reply With Quote
  #12  
Old 19.05.2011, 13:45
Helm's Avatar
Forum Veteran
 
Join Date: May 2011
Location: Zürich<->St.Gallen
Posts: 2,208
Groaned at 13 Times in 13 Posts
Thanked 4,127 Times in 1,370 Posts
Helm has a reputation beyond reputeHelm has a reputation beyond reputeHelm has a reputation beyond reputeHelm has a reputation beyond reputeHelm has a reputation beyond reputeHelm has a reputation beyond repute
Re: Cablecom Service - my experience

Not minimizing anyone's anger towards Cablecom, but I have nothing bad to say about them. Service has been impeccable since beginning, they know we are foreigners so they keep sending other contract possibilities that allow cheap calling to our home countries, internet is extremely fast, top phone quality, help centre has always been very competent and friendly, and the only time we had no internet (for 24 hours) was when we changed contract and they apologized when we called and got it fixed soon enough.


The only thing that angered my IT better half is the fact that the modem *has* to be the one from cablecom, and they wanted to charge a ridiculous amount to plug the thing, but we didn't let the cablecom guy get inside the house


Everytime I hear people screaming at Cablecom I wonder if we are talking about the same company
Reply With Quote
This user would like to thank Helm for this useful post:
  #13  
Old 19.05.2011, 14:13
Newbie 1st class
 
Join Date: Jan 2011
Location: Zurich
Posts: 12
Groaned at 0 Times in 0 Posts
Thanked 1 Time in 1 Post
jarod_w has no particular reputation at present
Re: Cablecom Service - my experience

Quote:
View Post
You were lucky, their service is in general absolutely diabolical. Diagnosing a fault is easy for them, especially when its an entire building... it's when you give them something complicated like changing your address when moving into a new apartment that the fun begins. They are bloody useless for the most part.
That’s so true. I recently moved to a new flat and informed cablecom about this, and asked them to move my internet contract I have with them. Surprisingly I ended up with a full new package (internet, TV and Phone) which I did not order (I only need interned). Thus I called them and complained. They where telling me I ordered the package online on March 20th at around 1 pm. But this is exactly the day I moved, I did not hat any internet connection available (as I moved from one flat to the other, and fore sure internet is not the fist thing I install) on this day, thus I could not have ordered it.

I remembered I called them on this day though, to check if they had everything done for the moving. Thus I asked them if perhaps the call center agent incorrectly ordered it for me on this date as I had a call with him (perhaps it was misunderstanding). They replied I did not call them on this date. They log and record all calls and there was no call from me on this date, they said.

Now I was curious, as I perfectly remembered I called them on this date. Thus I asked my mobile phone carrier to give me the call log when I called the cablecom customer service hotline. Lo and behold, I called them on exactly this date from 1.25 pm to 1.30 pm.

I confronted them with my investigations but they still claimed I ordered it online. But I can cancel the contracts for TV and phone on their goodwill.

Amusingly I had to send in the notice of cancellation in a written and signed letter. It’s for my safety; they told me; thus no one can cancel my contract. But obviously some could order it for me, without difficulties.

Long story short, this is a very dodgy business practice.
Reply With Quote
  #14  
Old 19.05.2011, 16:27
Senior Member
 
Join Date: Nov 2010
Location: Zurich
Posts: 406
Groaned at 15 Times in 12 Posts
Thanked 153 Times in 94 Posts
Harrie Nak has earned some respectHarrie Nak has earned some respect
Re: Cablecom Service - my experience

Quote:
View Post
Dear XXX,

On Friday afternoon, 13 Mai 11, one of upc cablecom's fibre optic cables was damaged by the actions of a third party. This led to a service failure (CATV, Digital TV, Internet, fixed network telephony) in several areas around Lake Zurich.

We apologise to our customers for any inconvenience caused.

Yours sincerely,

Oliver F
upc cablecom

FWIW, the service was down for 8 hours and the email came in two days later.
You mean between 11 AM (according to CC themselves) and 5 AM the next morning...
Reply With Quote
  #15  
Old 19.05.2011, 18:09
jrspet's Avatar
Forum Legend
 
Join Date: Jul 2007
Location: Quaint Wädenswil, Zürich, CH
Posts: 8,149
Groaned at 27 Times in 20 Posts
Thanked 7,036 Times in 3,912 Posts
jrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond repute
Re: Cablecom Service - my experience

11 in their email denotes 2011 the downtime was from 7am
Reply With Quote
  #16  
Old 19.05.2011, 18:35
AFC AFC is offline
Member
 
Join Date: Apr 2010
Location: Zurich
Posts: 139
Groaned at 10 Times in 7 Posts
Thanked 136 Times in 70 Posts
AFC has made some interesting contributions
Re: Cablecom Service - my experience

[

Dont worry, your time will come!
Reply With Quote
  #17  
Old 22.05.2011, 13:00
Newbie 1st class
 
Join Date: Feb 2010
Location: Zurich
Posts: 14
Groaned at 0 Times in 0 Posts
Thanked 14 Times in 4 Posts
de1ta has no particular reputation at present
Re: Cablecom Service - my experience

My experience with cablecom is pretty good. I´ve also heard bad things about them but I decided to try them anyway for my internet connection. I called them up one Sunday evening to order internet and on Tuesday I got my modem and was online, that was very quick. After a few weeks I had some issues with internet going down and up several times in one day. I called them and the next day there was a guy measuring the whole building to find out that the termination was wrong and changed it so it was working. Very quick service!

Usually you have to sign up for 12 month subscription but however if you leave Switzerland you only have 1 month notice time.

Reply With Quote
Reply




Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Cablecom Service Complaint gooner TV/internet/telephone 22 05.06.2010 21:43
Cablecom Customer Service Myth TV/internet/telephone 56 01.07.2009 22:14
How to return Cablecom box {after horrible experience} Guest TV/internet/telephone 1 17.08.2008 03:50
Cancellation of Cablecom TV service??? vsasikanth TV/internet/telephone 14 28.07.2008 13:11
[Cablecom] Is the service capped? cyrus TV/internet/telephone 32 24.04.2008 16:51


All times are GMT +2. The time now is 03:37.


Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2020, Jelsoft Enterprises Ltd.
LinkBacks Enabled by vBSEO 3.1.0