Whirlpool

So my story:

Been having issues with Spin for quite some time, submitted tickets that weren't replied to until I sent a new ticket in (am still waiting for a reply on the origonal ticket which has been over a month). On the second ticket I went into much more detail providing what I had tried to ensure it wasn't my end, the reply I got was a generic type thing asking me to try all the things I had already told them I had tried (frustrating). I was then asked to submit screenshots of traceroutes, which I submitted on the first email. I then got a reply saying it's been forwarded to their noc team. It is now over two weeks since the last reply. I've had it.

I then read today that they have dropped the unlimited pipe from all plans (even "Grandfathered" ones) which was news to me as I haven't been told anything of the sort in any sort of communication from Spin. So I give their accounts a call and the nice lady confirms that yes they have dropped the unlimited pipe and that no I still need to give 30 days notice and be billed for another 30 days even though they have changed the plan I signed up on, even though when I signed up I had it verbally confirmed the plan came with unlimited pipenetworks traffic.

So, should I just churn today and give them a free months worth of money or should I hit up the TIO and see if they can ask them nicely to let me out of the notice period considering the poor service and the plan changes that I wasn't informed about? Actually, at this point I'd be happier paying to have a stop put on them taking funds from my account and faxing them a photocopy of me giving the finger.

Queue fanboys telling me the TIO can't do anything and I should just submit a new support ticket (what? another? I'm upto three with no results/response) and how fine their internet is running.

I'm waiting for a higher up to give me a call back after the phone to accounts earlier, he's in a meeting. I should send the TIO an email asking for a call and see who gets back to me first. They sure do seem to be in a lot of meetings lately, is this a bad sign or do they just like eating finger foods?

I myself have not seen any official announcement about the PIPE. I have heard of people losing the unlimited status on their accounts in favour of the 20gig limit, but these poeple are also the people who have been known for download 200gig and above. I download roughly 80gig a month and I have not been shaped as of yet.

I have my fingers crossed, but I do wish they would let us all know what is happening. If PIPE goes that pretty much leaves me no option but to go elsewhere.

Which is a shame as I really have not experienced this horrible customer service that people are referring too.

I for one think that once the storm is over they will finally be able to keep the customers happy once again.

leonhart83 writes...

I myself have not seen any official announcement about the PIPE. I have heard of people losing the unlimited status on their accounts in favour of the 20gig limit, but these poeple are also the people who have been known for download 200gig and above. I download roughly 80gig a month and I have not been shaped as of yet.

I'm on a 40gig plan, last month I downloaded 22gig on pipe and 17gig of normal data. I don't go nuts but I like having it here.

Actually I'm more concerned about them dropping the support element from their plans rather then the pipe :D

So, it's now 6pm AEST. I guess this magical "higher up" isn't calling back. I really wish they'd sent out an email letting us know they've decided to remove the support feature from their accounts. TIO here I come.

Edit:

Just got off the phone to them. "Someone" will call me tomorrow. *holds breath*

Either way, if they fix my internet and it starts running perfect I've had it with support. No reply to emails over a month old. Then they reply to another and send it to their noc team and no replys again for almost 3 weeks now. I feel if they're changing the contract between myself and them I've got a good case to get out without the 30 day crud anyway. They're removing the unlimited free pipe that was on the account when I signed up, that's a big enough change to have the TIO have them let me out without the 30 days notice right?

[quote]They're removing the unlimited free pipe that was on the account when I signed up, that's a big enough change to have the TIO have them let me out without the 30 days notice right?[end quote]

It says on the website that they can change this without descretion(well it did, will be under your account information now) Unfortunately I don't think you have a case when that is concerned.

leonhart83 writes...

They're removing the unlimited free pipe that was on the account when I signed up, that's a big enough change to have the TIO have them let me out without the 30 days notice right?

It says on the website that they can change this without descretion(well it did, will be under your account information now) Unfortunately I don't think you have a case when that is concerned.

If they take away free pipe from me they will lose my business. Considering I spend over $200 each month including internet and phone I am sure comcen are making a profit out of me.

I hope Comcen are careful with who they take free pipe away from!

leonhart83 writes...

It says on the website that they can change this without descretion(well it did, will be under your account information now) Unfortunately I don't think you have a case when that is concerned.

Yeah, but as has happened many a time before when an ISP has changed a plan the user signed upto they've let them get out of contracts/etc. The TIO has helped out before, donno why they wouldn't now. You can't offer a service at one point then suddenly drasticly change it (some people are with spin because they can download 50gig+ on pipe per month) and expect you to keep paying the same price.

Well I hope you are right, but unfortunately I know of people who are on the same plan as me that are shaped. I have only been with Comcen for four months so I don't think they will think twice before ditching me. Even though I think they have treated me quite well.

Hopefully there will be more notifications sent regarding the future of the company before they piss anymore people off.

Wow. So I spoke to the tech last night, he was to get someone from Accounts to call me today, I even sent an email to ensure I got a call. It's now 5:20 and no call. Seriously, are these guys kidding?

Edit: Just gave support a call (Accounts is closed) and they're going to "press them" to call me tomorrow. I'm currently taking bets on if they call or not.

Syco writes...

I'm currently taking bets on if they call or not.

$5 on not, I'll pony up via paypal if that is agreeable.
Whim me if you're up for it.

I'll bet that they tell you that free pipe was never part and parcel of your contract and just a bonus they gave you. Any changes to their pipe policy do not constitute a change to the terms and conditions of your contract and thus do not enable you to have a 30 day free exit clause enabled.

That is when you do get through or someone returns your call.

Gismo76 writes...

I'll bet that they tell you that free pipe was never part and parcel of your contract and just a bonus they gave you. Any changes to their pipe policy do not constitute a change to the terms and conditions of your contract and thus do not enable you to have a 30 day free exit clause enabled.

That is when you do get through or someone returns your call.

Haha yeah, that is *if* they actually call back. Meh, when I signed up I ensured that free pipenetworks data came with the plan on the phone. I donno, I reckon even without it they should let me out just for the horrid service I've had thus far.

Syco writes...

They sure do seem to be in a lot of meetings lately, is this a bad sign or do they just like eating finger foods?

Love your work Syco :)

I can tell u work in an office environment

Ahhhhhhhhhhhahahahahahahaha.

I don't know what to say. They didn't call back again today. Am I just the most unlucky spin user ever or are they just totally and utterly useless with support?

Syco writes...

They didn't call back again today.

Wish you took me up on that bet...

Seriously though I have had no end of problems with the staff at Spin.
I was told only today by someone in the accounts department (in reference to the early exit emails and my cancellation status) that "There is only one person dealing with those matters" and that "they are not here at the moment I can get them to call you back soon when they are back". This happened just before I asked to speak to a supervisor, 5 minutes on hold and I'm speaking to a supervisor that confirms my simple query (maybe he is also the ONE person dealing with 'these matters') and asks me 'which account staff member told you that' in reference to the whole ONE person dealing with the problems line I got.

Although today was good as the account supervisor I spoke with was very helpful.

Syco, if you like send me a whim and I'll tell you who I spoke with, he was most helpful.

Sir Shtonkalot writes...

Although today was good as the account supervisor I spoke with was very helpful.

Syco, if you like send me a whim and I'll tell you who I spoke with, he was most helpful.

lol.. I tried to ring them this morning, only to find out the accounts dept, isn't open on weekends.. :) and the recorded lady says if you like you can also email us you're query..

also apparently if you're email is not responded too, within 72hrs you can email again accounts-escalations@comcen.com.au

Hope this helps..

I'm also having problems getting a response from the accounts team.

I have a pretty simple question related to where I stand contractually by being forced to alter my current one. I'm considering staying with Spin as my speeds are generally OK, but want to know what happens to my current agreement before I make a decision.

Not sure what I hope to accomplish by posting this here, but I'd appreciate a whim if any of the reps are reading this forum.

I'm still yet to receive a response from Comcen.. What's the go!

Mr.Gomo writes...

I'm still yet to receive a response from Comcen.. What's the go!

Call accounts and wait for someone to pick up the call.

I chased them up today and drew attention to the email I sent them (outlined above your post). They sent me a response back later in the day. Even though I told the person on the phone that I was considering staying on the proposed new plan, the response I received basically said that I was free to leave without penalty provided that I did so within 30 days of receiving the email.

I genuinely feel that they don't want me as a customer and I'm happy to oblige.

if your in Sydney you could go to their address which is
386 Princes Hwy‎ St Peters and hand deliver it

Uisceoz writes...

Call accounts and wait for someone to pick up the call.

I Whim'ed James M, His following it up for me,

I have 2 ticket numbers :)

it is there I drove past , and it has a big sign there as well

Still no email reply or call back.

Edit:

Uisceoz writes...

Call accounts and wait for someone to pick up the call.

I wouldn't hold out much help of this working, I've been phoning them a heap over the last week to no avail. The one time I did speak to someone in accounts I got someone who couldn't answer any questions (had to run off and ask) who never got the person she said she would to call me back.

Syco writes...

I wouldn't hold out much help of this working, I've been phoning them a heap over the last week to no avail. The one time I did speak to someone in accounts I got someone who couldn't answer any questions (had to run off and ask) who never got the person she said she would to call me back.

I feel your pain, which I why I bit the bullet today and signed up with another ISP. I'm lucky in that I was given a "free out" from my contract, so I can only wish you the best of luck with your negotiations.

Maybe next time a CSR says that they can't find someone to answer your question, you should suggest that you'll stay on the line until they do? I know it's a pain and completely out of order as far as customer service goes, but a bit of perseverance might be all that's needed to get a result in your favour.

Uisceoz writes...

you should suggest that you'll stay on the line until they do

yeah and then while you wait they cut you off or hang up on you by accident. then when you call back up again to complain they say they're sorry, act all innocent and say they would never do such a thing to their customers.

Still no call back. Might give them another call tomorrow just for giggles. Emailing TIO now.

Well I'm now no longer on spin. I moved to Internode and it's seeming great for the last half hour or so I've been connected. Youtube loads and caches super fast, less lag in online games.

Syco writes...

Youtube loads and caches super fast

one would hope so considering

/forum-replies.cfm?t=1061247#r3

dgodz writes...

one would hope so considering

/forum-replies.cfm?t=1061247#r3

Well, I guess I'm also getting almost the full sync speed at www.speedtest.net where as with Comcen/Spin I was getting less then half.

My WoW pings are a lot lower also.

I guess Internode run their own wow servers also :)

Syco writes...

I guess Internode run their own wow servers also :)

no but they do have dedicated links to the USA so they are not as effected by issues. however WOW is a bundle of problems that practically every ISP has issues with. internode have even appeared to get sick of WOWs problems and gone a step further

/forum-replies.cfm?t=924388&p=40

really people should be harassing blizzard to open an AUS server.

glad you are happy where you are though.

dgodz writes...

however WOW is a bundle of problems that practically every ISP has issues with. internode have even appeared to get sick of WOWs problems and gone a step further

/forum-replies.cfm?t=924388&p=40

Could be a vaild point if only I was using that service. I'm not, from what I've read their implementation doesn't work all that well. I rent my own server in the US and on both spin and internode go between tunnelling and not. Ping times both using and not using the tunnelling have gotten dramatically better.

Syco writes...

Could be a vaild point if only I was using that service.

no its valid even if you dont use it. the fact is internode got so sick of all the issues WOW has, with things like high pings etc, here in Aus that they set up their own lowerping style system. that should tell you how bad and unreliable WOW is for gauging Australian ISPs. while you may be fine today who knows what will happen with the next update.

from what I've read their implementation doesn't work all that well

from reading through those threads it does actually help most of the time for those with very high pings. it does seem to have its ups and downs though, meaning helping fine for a while and then not and then helping again etc. so yes hardly perfect but its a sad inditement on blizzard that any ISP should have to go to those lengths.

I really can't believe just how bad at support/reading emails etc this company is. I just recieved an invoice for this month. I sent them an email at the end of last month informing them of my churn away (I have an email from them stating that they are waving the 30 day notice crud). Seriously Spin/Comcen, get your act together.

dgodz writes...

no its valid even if you dont use it. the fact is internode got so sick of all the issues WOW has, with things like high pings etc, here in Aus that they set up their own lowerping style system. that should tell you how bad and unreliable WOW is for gauging Australian ISPs. while you may be fine today who knows what will happen with the next update.

And, as I said I do not use this service for my WoW playing, thus it's a moot point. I either use nothing or my own tunnel which I did on Spin, both with and without my own tunnel I get much better pings on Internode then I did on Spun.