English Speaking Channels?

Biggsp · 2020-12-07T10:54:13+00:00

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Biggsp

Hi all

is anyone else having issue with the English speaking channels? All we get is ‘channel failed’. All other channels seem to be fine.

Thanks in advance

Daniele_Sunrise

@Biggsp , Thanks for your constructive feedback.

Since every customer has a different setup at home, we give individual support to our customers. If we have no other solutions, we refer the customer to our telephone support.

Regarding language coverage - the management is informed about the lack of English language coverage at the hotline. Actions are planned and implemented - but unfortunately I don’t have a date for this.

Regarding the community - the community is a platform where mainly customers help other customers. We, i.e. UPC, get involved in the discussion if necessary and provide further support.

Greetings

Daniele

Biggsp

Hi Daniele

thanks for your reply… such as it is.

I thought the idea of the UPC Community was to help customers. You tell us, that you have no response time so, why should we post questions re our problems on the UPC Community page?? That seems counter productive.

You say our WiFi issue was answered… You told us it could not happen… yet when another customer told you of the same issue, you gave them an answer that may have solved their problem. Perhaps some customers on the UPC Community are treated differently??

It seems that because we Ask ‘awkward’ questions we are treated differently. We ONLY ever ask ‘awkward’ questions because it is really difficult to get a response from the hotline from UPC representatives that speak English… … perhaps this is something that you, as a UPC Community Manager can feed back to your bosses. Switzerland is a universal speaking country with many English speaking individuals within it, along with UPC having many English speaking customers.

regards

Daniele_Sunrise

@Biggsp , Thanks for your feedback.

We in the community have no response time of minutes. If you need real-time support, we suggest you contact us by phone or web chat.

Regarding your WIFI request, we have already answered that we ask you to contact our hotline. This request is also made to many other users in the community if we need a more in-depth analysis. Therefore, we ask you to contact our support on 0800 66 88 66 so that they can correct your WIFI error.

Greetings

Daniele

Biggsp

Daniele, please don’t take this as disrespectful… but we sorted this problem out ourselves. Your reply came 4 HOURS after my questioning if there was a problem.

UPC Community either doesn’t have enough staff… or I don’t know what.

Perhaps UPC is trying to do things online, when they actually can’t. The helpline isn’t really a helpline… so where do customers go? We feel that UPC need to realise that their customers expect a good customer service… perhaps a speedy answer or, an answer ar all… I send your thoughts back to our WiFi issue. We NEVER got an answer to our response re the 1 customer question. If UPC staff feel they cannot answer such comments, then perhaps ANY answer is better than none!! From what we have seen so far, in our 8 years of being UPC customers, UPC has not realised this. Sometimes ANY answer is better than none. At least customers will see you have actually bothered to look at their questions or comments.

A reply to our comments here, perhaps with answers to our comments would be appreciated, rather than just ignoring them

regards

Daniele_Sunrise

@Biggsp , We had a short breakdown of services in your area. Please restart your device and test it again.

Please excuse the interruption.

Greetings

Daniele