Whirlpool

HI there all Recently with the take over of Soul-TPG i have been having nothing but trouble with Soul in regards to them cutting off my broad band Friday afternoon, When i came hoome friday arvo, the Wife told me that the internet had been down.

When i rang Soul mind you this was 7:05pm Friday night and sat on HOLD till 8:05pm then there was a MSG that come over and said to me that the hours of business have now changed and that they close at 8pm mind you their bill said 10pm, so now after i have waited on the phone for the hour they NOW decide to tell me that i had to call back in business hours and hang up on me.

Then on Saturday morning i sat on the phone again for another hour and 14 min then they blamed me for the connection been disabled, they said that it was due to there not being enough money in the account and the account needs to be acctivated again. Mind you there was plenty of money in the account to cover the bill and then some, so after a long and painfull phone call they then decided to tell me that the reason why the ADSL was disconnected was because when we changed over with TPG we where surpose to pay $79.00 for the new connection fee, ( Mind you we never knew any thing about this till they cut it off).

So after all that we had to pay the money and they said that it will be back on with in 3 working days, as i said to her "I dont think so" she then decided to tell me if i pay the $79.00 i can have it back on with in the hour.

This is my Question number (1) Why the hell can they not ring their customers and let them know that they will have to pay money so that the account can stay active once it has been changed over to TPG.

2) After their stuff up they did not even offer any thing to meso that i would not go any where elses.

To this date i am starting to think that thre is no CUSTOMER SERVICE any more for any of these ISP's, besides the fact that they stuffed up, and the way that they handled it all was crap, so i am saying to you all if you are in the market for a ISP DO NOT i repeat DO NOT choose SOUL as they are the biggest bunch of Incompatent people i have ever been with and customer service well there is NONE.

Cheers

I understand your frustration, but you're kinda watching the death throes of MySoul. Sadly, I suspect some of the employees haven't worked that out yet, but either way there isn't much incentive for them to perform their jobs to the best of their ability :-(

You also seem to be a little bit behind the times in so far as the merger is concerned. What small fragmented parts of MySoul that are left (after all the sackings and redundancies), are being managed by David Teogh, previously the shaker and mover that pretty much ran TPG almost single handed (well, policy wise, anyway). So really, your current experiences are the outcome of TPG techniques and management style (not that there was a great deal of difference to MySoul).

Anyway, no one chooses MySoul any more, recommendations or otherwise :D All customers (bar ADSL2+) are being migrated in stages across to new "TPG-MySoul" plans ... which are, of course, TPG flavour (tastes a bit sour to the odd poster in this forum) ;-)

Hope you get your issues sorted, good luck.

I know three people who have gone with Soul and, well, I'm learning some new swear words, that's for sure. One month to get people signed up, confusion reigns on the phone with any of their "support" people, and the service, when you finally get it, is as shoddy as all get-up! My brother went to Soul and had to source his own ADSL router because the one they supplied kept over-heating.

Go to Internode, dude. I've been with them ever since iiNet decided to *strongly* encourage people to bundle their ADSL with a phone plan, and Internode haven't missed a beat. Never needed to call them, and whenever they re-jig their plans, I'm always notified well in advance, and it's usually for the better. Just recently I found that they're giving me an extra 15 GB quota for the same money :-) Can't beat that.

Hi Shwebb,

I just responded to your whims. Just email wpenquiry@soulaustralia.com.au for your account details.

Thanks,

Rodolfo