Personal experience with ISP's.

[Xose]

Does anyone out there have service experience, good or bad, of the following ISP's?

ONO
Jazztel
Ya
Tele2.

My location dictates that all of them would have to use Telefonica's infrustructure to provide a service directly to my home. They would therefore be limited to offering me speeds that the Telefonica switch availability permits. As such, I am purely looking for Customer Service experience and server/hub reliability, continuity of service, account stability etc.

Basically, if you experience no probs or loads of down time and a useless helpdesk. Specially interested in anyone who's had a nightmare trying to stop a contract with any of these, after the minimum contract time of course.

Many thanks to anyone who can share their experience with me before I make a bad choice that I know can be very painful if gotten wrong.

Xose

[XTreme]

2 years ago Telefonica capped me.....down to 256k....but denied doing it.

So I tried to switching to Yacom who jerked me around for two months....and still no connection. So I ended up having to work out of one of my Estate Agent client's offices.

Eventually I had no other choice but to go back to Telefonica. The line was still capped but I refused to accept the installation till it was removed. After a few days they removed it......but still wouldn't admit to doing it. All the engineer would say was there's "history".

Telefonica are an inept bunch with dubious business practices. But like it or not, they've got you by the nuts. Try to switch and they'll refuse to release the line....and deny doing that as well.

Yacom did nothing to help.....they just kept making promises of a connection that never materialised!

[Xose]

Originally Posted by XTreme

2 years ago Telefonica capped me.....down to 256k....but denied doing it.

So I tried to switching to Yacom who jerked me around for two months....and still no connection. So I ended up having to work out of one of my Estate Agent client's offices.

Eventually I had no other choice but to go back to Telefonica. The line was still capped but I refused to accept the installation till it was removed. After a few days they removed it......but still wouldn't admit to doing it. All the engineer would say was there's "history".

Telefonica are an inept bunch with dubious business practices. But like it or not, they've got you by the nuts. Try to switch and they'll refuse to release the line....and deny doing that as well.

Yacom did nothing to help.....they just kept making promises of a connection that never materialised!

Thanks XT, I'll give Ya a miss then. I had heard bad things about their customer service, but that was a while back and thought they might have improved. Obviously not.

I know I can't avoid TF completely, but I'll do my best to avoid their rip off ADSL rates and conditional bandwidth.

[Suenneil]

We moved to Ya two years ago after they made a call to us touting their wares ... they sounded fantastic, in addition they promised us Customer Service in English to make it easier .... so we swtiched .. took ages to connect which I think was partly the fault of Telefonica dragging their heels......during this time and once we were connected Ya were useless in the Customer services department and completely denied having anything available in English and then when we were due to move house messed us around big time and we ended up cancelling.

I have to agree with Xtreme on telefonica - this year we moved back to them and I have to say we have been 100% satisfied, download / upload speed has been brilliant (according to my OH and the way he monitors it!), Customer Service has also been spot on ... I know this isnt what we normally like to say about TF but I can only speak as I find.

sue x

[Xose]

Originally Posted by Suenneil

We moved to Ya two years ago after they made a call to us touting their wares ... they sounded fantastic, in addition they promised us Customer Service in English to make it easier .... so we swtiched .. took ages to connect which I think was partly the fault of Telefonica dragging their heels......during this time and once we were connected Ya were useless in the Customer services department and completely denied having anything available in English and then when we were due to move house messed us around big time and we ended up cancelling.

I have to agree with Xtreme on telefonica - this year we moved back to them and I have to say we have been 100% satisfied, download / upload speed has been brilliant (according to my OH and the way he monitors it!), Customer Service has also been spot on ... I know this isnt what we normally like to say about TF but I can only speak as I find.

sue x

Yep, Axel Serena is their Marketting Director. A techie through and through.

One day Spanish enterprise will realise just how important the client is and having Techies at the top is a major flaw. You need excellent commercial instincts not the best technical reasoning for not doing something.

Oh well, see if anyone's got something good to say about the others. Or TF might just get my money also, even though they are way more expensive and cap you to lower speeds once you reach a certain monthly limit.

It's so sad. They're handing it to the competition on a plate. If the competition run their customer services on ITIL, or just plain good practices, they'd have the Spanish sector sewn up. What's the matter with them??!!

[Suenneil]

Originally Posted by Xose

Yep, Axel Serena is their Marketting Director. A techie through and through.

One day Spanish enterprise will realise just how important the client is and having Techies at the top is a major flaw. You need excellent commercial instincts not the best technical reasoning for not doing something.

Oh well, see if anyone's got something good to say about the others. Or TF might just get my money also, even though they are way more expensive and cap you to lower speeds once you reach a certain monthly limit.

It's so sad. They're handing it to the competition on a plate. If the competition run their customer services on ITIL, or just plain good practices, they'd have the Spanish sector sewn up. What's the matter with them??!!

Its a bug bear of mine Xose - Customer Service - I roll my eyes and sigh most days of the week when I witness the levels of CS here! and to my mind it is sooooooooooo easy to get right! and if you get the CS right - you are laughing! ... it is so short sighted of any company to mess up on this!

Good luck in your search!

Sue

[Hombre]

Originally Posted by Xose

Yep, Axel Serena is their Marketting Director. A techie through and through.

One day Spanish enterprise will realise just how important the client is and having Techies at the top is a major flaw. You need excellent commercial instincts not the best technical reasoning for not doing something.

Oh well, see if anyone's got something good to say about the others. Or TF might just get my money also, even though they are way more expensive and cap you to lower speeds once you reach a certain monthly limit.

It's so sad. They're handing it to the competition on a plate. If the competition run their customer services on ITIL, or just plain good practices, they'd have the Spanish sector sewn up. What's the matter with them??!!

Last week I averaged 21.60 Mbps. For this I pay €72 per month which includes all calls, national and international, line rental and equipment rental. I'm with Telefonica by the way. I agree they are a bunch of ********s but I don't want to go through the pain of trying to move.

[Hombre]

Originally Posted by Suenneil

Its a bug bear of mine Xose - Customer Service - I roll my eyes and sigh most days of the week when I witness the levels of CS here! and to my mind it is sooooooooooo easy to get right! and if you get the CS right - you are laughing! ... it is so short sighted of any company to mess up on this!

Good luck in your search!

Sue

Customer Service over here is almost medieval...they have a long way to go. We are from the CS sector and it pains us daily to be on the receiving end of grossly inefficient staff of all ages. Slowly...we feel they are getting there in some areas , but, by god it's slow!!

[Suenneil]

Originally Posted by Hombre

Customer Service over here is almost medieval...they have a long way to go. We are from the CS sector and it pains us daily to be on the receiving end of grossly inefficient staff of all ages. Slowly...we feel they are getting there in some areas , but, by god it's slow!!

Im with you on that Mr H - I have worked in CS for a few years and its a passion of mine to get it right! It staggers me how much people fail to see it as a cornerstone to any business!

Sue x

[Expat Ben]

Originally Posted by Hombre

Customer Service over hhere is almost medieval...

I've heard it said they employ numpties so they can pay them numpty wages, more often than not without an employment contract, zero holidays, no NI payments - the numpties do the job, get paid poorly, are not trained up to do the job and have mor or less zero rights.

It's not the numpties I blame, it's the government for allowing companies to abuse numpties. I think it's fair to that even numpties should have some rights