Sick to death of Coms now!

Last night I decided to check up on my monthly usage, by logging in and going to the usage report, and wanted to know what I averaged each month. Now, it used to be easy and you had a list of each month with totals etc. Now it just lists the current month.

So I wrote an email asking my total data usage for Jan, Feb and Mar, by month, explaining that information was no longer available on the customer portal.

After an earlier email (with mistakes) saying it was being passed to billing to answer, I then got this back.
Please be advised that you can see this information in usage report, connection logs for data and call logs for voice by login in your account. If you require any further assistance, please do not hesitate to contact us.


So I then looked into connection logs which showed the following.

NOTE: The session logs below display all usage including off-peak and are for display purposes only. The usage report page is the authoritive report from which you can monitor your monthly allowance.

Session startSession endSession lengthDownloadedUploaded
24 Apr 2014 14:21 --- 1 hr 4 mins 80.31 MB 19.69 MB
22 Apr 2014 09:40 24 Apr 2014 14:15 2 days 4 hrs 35 mins 1961.09 MB 701.62 MB
22 Apr 2014 09:37 22 Apr 2014 09:38 51 secs 0.01 MB 0.02 MB
6 Apr 2014 15:32 22 Apr 2014 09:35 15 days 18 hrs 3 mins 6389.33 MB 4093.01 MB
6 Apr 2014 02:23 6 Apr 2014 15:31 13 hrs 7 mins 151.31 MB 156.41 MB
14 Mar 2014 07:59 6 Apr 2014 02:22 22 days 17 hrs 23 mins 14844.74 MB 7038.86 MB
11 Mar 2014 03:10 14 Mar 2014 07:58 3 days 4 hrs 48 mins 662.69 MB 869.77 MB
20 Feb 2014 03:00 11 Mar 2014 03:09 18 days 18 hrs 1 mins 6255.97 MB 5339.23 MB
16 Feb 2014 17:25 --- 0 secs 0.00 MB 0.00 MB
13 Feb 2014 17:25 16 Feb 2014 17:25 3 days 1800.29 MB 536.67 MB
10 Feb 2014 17:24 13 Feb 2014 17:24 2 days 23 hrs 59 mins 20571.48 MB 906.47 MB
8 Feb 2014 16:42 10 Feb 2014 17:05 2 days 23 mins 702.62 MB 356.58 MB
6 Feb 2014 23:16 8 Feb 2014 16:41 1 day 17 hrs 25 mins 929.89 MB 310.25 MB
5 Feb 2014 09:21 6 Feb 2014 23:14 1 day 13 hrs 52 mins 1467.35 MB 298.49 MB
4 Feb 2014 13:08 5 Feb 2014 09:20 20 hrs 11 mins 198.96 MB 139.21 MB
1 Feb 2014 13:08 4 Feb 2014 13:08 2 days 23 hrs 59 mins 1011.85 MB 509.56 MB
29 Jan 2014 13:07 1 Feb 2014 13:07 3 days 1269.89 MB 519.80 MB

Firstly it doesn't give me the monthly breakdown, I wanted, secondly it states use the usage report -0 which is now useless, and, Third I was horrified to see the sheer number of "sessions". The average is 3 days at a time since Jan. I NEVER used to have this with ADSL24 and does not tally up with my recent router logs.

I've had enough and will now be off asap. They can't even be bothered to read my email correctly and give me a basic fundamental data usage pattern.

I was very behind the takeover at first. well forget it now. Constant, lies, mis-information, broken promises, dates that never happen, even the "new residential" packages that were meant to happen never appeared, let alone being able to log in and get all your info.
Sorry Paul, this is one too many. I depend on and NEED a reliable connection.

On top of all that I get my invoice thru today, it's SO unprofessional "Dear Customer please find attached your latest invoice." Just like the common spam ones - so much so Outlook bunged it in Trash!
I'm already in talks with another ISP and will hopefully be gone asap.

Woody

I noticed that problem too with the usage page a little while ago - yet another thing they've managed to mess up. I should have reported it, but what's the point?

You can look back at previous usage on a day by day basis if you click on a single day and then edit the url to a previous date.

My connection had been up since the 1st April without any problems (things have been much better for me since the throttling was introduced), but I note in my sessions log that I was also disconnected for approx 3 minutes yesterday at about the same time as you (14.19) - so looks like another coms issue I would say.

I've already got my MAC (though no idea if it will work), but haven't made a move yet.

Coms did ask for feedback as to why I was leaving, and they did provide a response to that feedback, dne element of which was "Coms appreciate that there should have been more communication given on the current hot topics, such as traffic management and are striving to better ourselves to match our customers expectations. Coms' customers should expect a higher level of communication from now on as we now appreciate the level of communication that our customers expect and deserve."

Well that statement was a week ago - and I've still not seen any more communications from Coms.

Another part of the response about the missing line options feature - "Regarding the line options on your My Account, these are in the final stages of testing at the moment as I am sure you can appreciate this was not a matter of just switching the feature between portals, however this should be available in the coming weeks" - well really I DON'T understand why it's so difficult - it's not as if they didn't have months and months to prepare, and was it really not possible just to migrate everything 'as-is' from ADSL24 as an intermediate solution?

They appear to be a bunch of amateurs with too much money to spend on acquisitions.

In reply to a post by tonytiger07:

I've already got my MAC (though no idea if it will work), but haven't made a move yet.

If you're Enta/BT and your MAC expires on 03/05/2014 then my guess is it won't work and will show up as used. I've been trying to leave since the 8th of April and only yesterday, finally, after cutting Coms totally out of the loop and going straight to Enta, got a working MAC.

Everything they do is a farce, the service is totally unfit for purpose. I note with some amusement that their share price is slowly dropping back to where it was prior to the ADSL24 acquisition. Essentially their purchase has gained them little in value and a huge amount of bad-will around the internet; if you search for "Coms plc" most of the top links are people complaining about terrible service.

http://www.londonstockexchange.com/exchange/prices-a...

Edited by deleted (Fri 25-Apr-14 09:54:34)

I'm off to BT fibre on the 12th. I was going to go fibre with adsl24 a few months ago but shelved it for a while, glad i did . BT say that i don't have to inform coms and that they will do everything neccessary to change me over from phone and broadband to fibre and phone with no extra charges and claim that there is no traffic mangement, so hopefully i won't have to deal with coms.

In reply to a post by tonytiger07:

Coms did ask for feedback as to why I was leaving, and they did provide a response to that feedback, dne element of which was "Coms appreciate that there should have been more communication given on the current hot topics, such as traffic management and are striving to better ourselves to match our customers expectations. Coms' customers should expect a higher level of communication from now on as we now appreciate the level of communication that our customers expect and deserve."

That's hilarious, they assured us ages ago in an overly friendly manner that if anything about our service should change, they'd let us know. So far the only sort of communication they have made is on here as far as I'm aware. And despite all their acknowledgements of their poor communication, they still haven't even made their announcement they promised.. I can only assume it's in the same place as their integrity, ie: non existent.

Well I've just had a follow up email

"Could you please advise if you managed to see your monthly usage as we advised in last email? If so, is that ok for us to close this case?
If you require further assistance do not hesitate to contact us."

So basically they don't even know them selves if I can see the monthly usage data!

Staggeringly incompetant

woody

Recently I got 3 invoices from Coms asking for my monthly payment and I had closed my broadband account a month earlier. I was told that had been sorted and I wouldn't receive any more invoices. Yesterday I got another invoice and couldn't believe what they sent:
Your Charges

Charges Due £-44.76
VAT @ 20% £-8.95
Total £-53.71

Method of Payment

There is nothing to pay on this bill.

That is only a very small part of the invoice. The rest was filled up with 00.00, three pages of it.
What a waste of time, energy and resources. I've contacted someone at Coms but up till now not received a response. Perhaps I'll just wait now till the summons from the court arrives and tries to screw the £-53.71 out of me.
Wonder how I'm going to pay it. Any suggestions?

Looks like a credit note for one or more of the other three?

In reply to a post by Lambrettaday:

Wonder how I'm going to pay it. Any suggestions?

If you owe a negative amount, it is a refund .

It think it was more sarcasm DrT

Matt