After waiting around 1.5 years for my PCP cabs fibre twin to be enabled, it finally happened around 2 weeks ago. After being with Xilo/ Uno for as long as I remember, I thought I'd change ISP and settled on IDNet after reading a few reviews. All started well with initiating the order but have fallen apart since the due live date of Friday 10th November.
The phone line part of the order mgrated at 14.07 without a hitch so I patiently waited for the broadband switch over, re-configuring my ZyXel VMG8924 in anticipation. As the deadline of 6pm rapidly approached and still no sign of the modem syncing, mI decided to call IDNet to ask for an update. I was greeted by a member of support staff who seemed like it was a real chore to talk to me. He then went on telling me nothing essentially as he didn't have access to any more information than I did, finally telling me that I should give it to midnight and then call again in the morning. So I did and when midnight passed, surprise, surprise, still no modem sync.
8am Saturday came around and I raised a ticket through my portal. Midday then passed and I'd had no acknowledgement of the ticket being raised or an update on the situation so, I decided to call them. This time the chap was more interested in helping me but once more stated that he couldn't tell me anything more although, he did say he'd look into it and call me back. About an hour later I got the callback where it was explained that the order was in the provisioning stage and that as the carrier's provisioning team didn't work on a Saturday so they couldn't find out anymore from them but, they would find out on Monday what was going on and call me to explain. So that was it, no BB for the weekend.
Needless to say, Monday is here and I've not heard anything from them yet. I've raised another ticket and will call them again to get an update.
I think the worst thing about this whole experience is how blase the support staff seem to be about the issue. BB is a necessity in this day and age and none of them seem to grasp that. Very disappointing.
So I'm massively regretting leaving Uno as they're customer service was exceptional. I don't think I ever waited more than an hour for a response on a support ticket, even at unsociable hours of the weekend. You could also track tickets with Uno, which you can't with IDNet, leaving the customer completely in the dark about progress.
Needless to say, as soon as my minimum contractual period with IDNet is up, I'll be moving back to Uno ASAP.
Service: Talk & Surf Unmetered
Modem/ router: Zyxel VMG8924-B10A
Target SNRM: 3.3dB or 52% of ISP
Current sync: 18635kbps