CONSISTANT SUBSTANDARD TECHNICAL SUPPORT

Dreadful technical support. Excellent at writing apologies. However, they appear to take no action to prevent reoccurrence. Final result is that we have a highly unreliable internet connection which can disappear for a few hours, days or for weeks at a time. The fiber is fine but that does not deliver the internet on its own. In needs a working modem.

In February this year after much threatening, upset and subsequent apologies, a technician finally arrived. He advised that the 3 year old modem was at the end of its life and would continue to give intermittent problems and must be replaced by one of their suppliers. The technician stated that they do not change the modems themselves and that he would ensure that this replacement would be scheduled with the supplier.

Being an intermittent fault, our internet connection comes and goes and we only lodge a complaint if it exceeds a day. Many complaints have been lodged this year and each time they drone on about being as responsible as possible and promising to send a technician. Why send a technician when the one who came here diagnosed the problem? When we tell this to online support, they fail to take any notice and just carry one asking the same set of standard questions, wasting both their time and ours. They are like robots in a call center - they only know their standard script.

However, according to the online technical support, no such arrangement had been made with their supplier until Friday 9st April. In accordance with their SLA, this would be undertaken by Wednesday 15th. We have now been without our internet connection again for 10 days and with very little connection since 1st April. It is now the 18th. Nice when you have to work from home.

We have records of all the communications. Their substandard technical support is at least consistent. Their resistance to permit a client to escalate to middle or senior management is so strong that this indicates to us that management do not wish to know about their problems. It must be said that we did wear them down in February and broke through their barriers and had what we thought was a honest conversation with a senior person. And that was how we actually received a call from a technician. Why should we have to fight again with endless calls and threats just to get Supersonic to meet their SLA?

Olga and Roger Burrows, Lonehill.