Posted by Chalky on Jul 8, 2007 in Bad Luck |

The saga has finally ended! For those of you who don’t know, I’ve had a rather long standing battle with Nildram (my ex. Internet Service Provider).

Way back in January of this year, I switched banks from NatWest to Barclays. Barclays made the process very easy for me by transferring all of my Direct Debits and Standing Orders, all was left for me to do was inform John Leggott College so that my wages would go in the new account and The Student Loans Company for the same reason. Everything appeared to go swimmingly, all of my Direct Debits were set up and none of the companies I had them set up with were making any complaints.

Everything ticked along fine until mid-June where one day, my sister rang me up and informed me that the Internet at home was not working. When I went home at the weekend I went in my room to find a red light on my ADSL router. I immediately rang Nildram’s Technical Support department to find out what was wrong with my Broadband Service. 10 minutes later (on a national rate number) someone finally answered. They told me that my account had been suspended by the Accounts department. On asking why this had been the case the operator told me that he was unable to give me that information. I asked if he could put me through to someone who could, the operator told me he couldn’t, they only work weekdays. I asked for the telephone number for the Accounts department so that I could call them on Monday morning in order to resolve the issue. I was given yet another premium rate number.

I protested about the fact that my broadband had been cut-off without any notification and with no way of resolving the situation. Eventually, the operator begrudgingly gave me a ‘temporary log-on’ which he stated very clearly that it would be disabled first thing on Monday morning. I told the operator that I was disgusted with the service I had recieved and that I wanted my MAC code in order to move to another Broadband Provider. Yet again, I was sent around the houses, however, this time I was given a Freephone number for the Sales department (how ironic). The Sales department were surprisingly compliant and gave me my MAC code with the minimum of fuss.

I’m still pretty disgusted with the way I was treated. Nildram have always been pretty good, especially if any faults have occured. However, I have not had much dealings with them since they were taken over by Pipex. I think this probably pays a large part into why the customer service has slipped so drastically. Needless to say, both Nildram and Pipex will be going on the list of companies I will be avoiding from now on… Sorry Mr. Hasselhoff!