Uno Broadband

Has anyone had any dealings with Uno's customer service systems? I sent them a sales enquiry about transferring my Xilo broadband over to a combined phone and broadband package a while ago which was initially responded to very quickly requesting further clarification, which I gave.
Three follow ups from me and a week later and no further response back.

This seems a bit odd as my experience with communications with their affiliated Xilo company has always been top rate, though that would have been via technical support and not sales as this is.

I, same as yourself in the past, have only had the odd dealing with customer service / support when it was a technical issue, not a sales enquiry, so cannot help much with that, but whenever I have had to contact them in the past (not very often), I have always had quick replies.

I switched over to Uno from Xilo on 4th August and anytime I've contacted them with queries and info they have always responded quickly so unsure why it would be any different for you. Have you tried phoning?

Caley.

I've had reasonably fast replies through their website ticket system, but no response at all to anything I've sent by email from 2 different addresses.

What I find surprising is that when I was with Xilo and I sent a ticket in, it didn't matter what time of the day or night it was Matt always responded very very quickly and I'm convinced Matt never went to bed. Now I'm with UNO, who are the same company, the response time has increased quite a bit but they do responded which I suppose is the important bit.

I have to say this is a bit disappointing, after my previous ticket was closed unanswered I raised a new one a few days ago and again, nothing back apart from the auto reply acknowledgement. Maybe me transferring a Xilo legacy broadband only product to their combined Uno phone and broadband service isn't commercially appealing to them.
I suppose there might be a problem with the ticketing system but either way, sadly time to look elsewhere now I guess.

Edited by deleted (Thu 10-Sep-15 08:05:19)

I joined as a new phone and broadband customer on 25th August, raised a ticket about my SNR at 17:33 the same day and received a response at 17:45. The problem was fixed at 10am the next day and they sent me an email about it at 10:16. So I don't know if it is because I am a new customer but the response to my tickets both pre- and post- joining has been pretty good.

I am slightly concerned that Matt seems to be the only one answering the tickets! But at least its different to Plusnet where 5 people could respond to a ticket with not one of them sorting the issue out.

This just does not sound right as if you've got a email ID, we have your message and will reply.

What is the email ID? Sometimes people don't get notifications via email that there has been a response due to overzealous spam protection but there's nothing that will tell us that may have happened.

Matt

What is the email ID that you would have received on us confirming receipt of the message.

Matt

Yes did check spam folder but nothing there.
First enquiry email id 2015-08-07-P818, responded to following day by Tom for further clarrification which was sent, then various attempts by me trying to establish contact before receipt of ticket closure notification due to lack of activity 2 weeks later.
2nd enquiry email id Email ID: 2015-09-05-M680 - nothing received subsequent to receipt of confirmation

P818 - This was received and then replied the next day, we didn't get any further response and the ticket auto closed as notified because we'd not had any further update.

M680 - This was received and also replied but the same day, currently this is awaiting response before it'll auto close.

I'd recommend giving us a call tomorrow, we're happy to go through any queries you may have but this is nothing to do about products and the like.

Matt

Well all I can say is there is something up here as I have received no responses apart from those noted above, nor does it seem you have received subsequent ones from me. Goodness knows what's going on, for whatever reason the ticketing system isn't working for me via gmail.

We'll do some testing via Gmail and see if we can replicate it and also contact their postmaster team.

We use SPF and DKIM to try and ensure the best delivery rates as well as DMARC to report of any issues but we've not had any from Gmail which would indicate delivery issues.

Matt

Did you manage to throw any light on this Matt? The problem may well be my end but there isn't anything apparent.

Sorry, I don't understand?
I sent emails from 2 different addresses at that time in case the first was trashed as spam or something but I didn't have a reply to either.
At the time my connection was down so I couldn't send a ticket or find the phone number.
Tickets I've sent through the website have been replied to very quickly.

I usually get a "Delivery Status Notification" from gmail if they can't complete an email delivery.

https://support.google.com/mail/answer/7720

In reply to a post by Apprentice:

I usually get a "Delivery Status Notification" from gmail if they can't complete an email delivery.

https://support.google.com/mail/answer/7720

Yes that's correct and nothing like that my end, as far as my Gmail account is concerned my messages were sent correctly and appear in my mailbox as part of the conversation. I would imagine ticket based inquiries from existing accounts are handled differently or else people would be moaning, but I've pretty much given up on this one now.