I had received a letter from Cablecom approximately 2 months ago that says my internet connection upgraded from 50 Mbps to 100 Mbps. I hadn’t seen any difference in speed and contacted Cablecom to explain my problem. (actually my wife contacted because i can’t speak German and English also isn’t my native) Support team has said that problem may related to router and sent me a new one and new router solved my speed problem.
Everything has started after that. Internet started to break up constantly (both wired and wireless )and made my internet experience unbearable. I have contacted to support team again and they changed router once more. This time router was broken and didn’t work at all and they changed again once more. Thus i got third router and it didn’t solve my problem as well. After that i had my wife to contact support team many times for a solution but unfortunately i got nothing.
Worse than that, some of the support personals were rude or uninformed. Sorry to say that but they were really uninformed. What kind of support person makes you change settings on router interface’s wireless tab when you state that you have problem with wired connection? Are your co-workers mocking and making fool of your customers? One of them even treated us like idiots. He asked us if we connect with wire or wireless, after receiving the answer that we are using wired connection he asked again; “are you sure that your connection is wired?” I couldn’t take it anymore and disabled wireless adapter of laptop and asked my wife to make him know that we disabled wireless connection possibilities completely and is it possible for him to believe that we are sure what we are doing and we are not bunch of idiots!
We had more and more strange phone calls with Cablecom staff. In the end my problem is not solved. At our last phone call i asked for a technician to check our plug on wall physically. Because i believe there are 2 possible reasons to that problem. Either our physical scoket/plug is broken/malfunctioned or router causes this problem. But they refused to send us a technician because they said it wouldn’t change anything even if they send one. We asked; "what are we going to do then? Should we use your service like this? After our question they offered us 2 options;
1- We can’t do anything further to solve your problem because we don’t see any problem. Everything is looking fine on our screens here. (Amazing , isn’t it? I say i have a problem and can’t use the service i pay for and you say “but we don’t see a problem”) But we can make discount for 3 Months and you can use our service for half of the price.
2- You can cancel your subscription!
I am really impressed of your service quality. Your best offer is canceling subscription when you can’t solve a problem!
Maybe you think why i waited until now to write my complaints. I was playing an online game 10 minutes ago, actually i WAS TRYING to play but couln’t play due to lame internet. Every 5 minutes i got disconnected (this isn’t the first time ofc) and come here to write my complaints.
Lastly i would like to talk about router which i said that it may be the reason of this problem. I have read many articles about this router; Technicolor TC7200 U and have seen many complaints about it too. People say internet disconnects constatly with this router. I won’t go into details here. If anyone wonders what are the problem can check on internet. I have ordered a good netgear router and soon i will receive it. If my new router doesn’t solve my problem, i will say good bye to this lame internet service for good.
Note: To moderators/online staff; please don’t reply to me with your usual copy/paste answers. If you have a solution, then talk. If you are going to come up with lame excuses like i heard ten times on phone, thanks i don’t need!
Have a good day.