Forum Home
PC World Chat
Thread ID: 73179	2006-10-10 03:37:00	IHUG Phone Service - User Report	pctek (84)	PC World Chat

Post ID	Timestamp	Content	User
490480	2006-10-10 03:37:00	Well there had to be a catch didn't there. I was supposed to be switched over on Sunday, in fact while they emailed me on Sunday to say it was now active they had switched it over on the Thursday. I had noticed a slight deteriation in voice quality but hadn't realised it was now with Ihug. Meanwhile everything worked ecept: Whenever I rang a number that was engaged I got no engaged tone - just silence. Ringing was fine. Minor annoyance so I rang them and reported it. Monday arrives and I discover I could no longer make any toll calls. I'd hear the initial click, then a short period of silence then the dit dit dit, dit dit dit tone. I reported it 3 times. I also emailed twice as nothing seemed to be happening. I then discover any calls I received that were toll calls, I could answer but not hear the other person. Local calls worked both ways. I rang again today and bought up the subject of customer service and got a supervisor who got me to perfom som toll calls while their equipment monitored it. They got me to do this twice today then rang to let me know it had been fixed. However it wasn't fixed and I told them this. Rang again to see if I could have the landline diverted to a cellphone for now but no, they don't have this capability. They also told me they thought it was fixed. They go off and consult and reopen the fault and now want me to do the toll call test again. They also told me the incoming call problem is at Telecoms end and the outgoing at their end. I no longer believe a word of it. Telecom had rung me this morning and was able to speak to me on a toll call. Seems to me its Ihugs end. They have until 8pm tonight at which point I have to go back and grovel to Telecom and get their sucky service back again.	pctek (84)
490481	2006-10-10 04:43:00	They have until 8pm tonight at which point I have to go back and grovel to Telecom and get their sucky service back again. Honestly what is wrong with Telecoms service. People love to bag them, but they provide telephone services at a cheap price, and overall it is a good telephone service. When I tell my friends that I can telephone them for just $5 for 2 hours, they drool. Electricity and gas prices and service, now that is what people should be complaining about. Phone and internet prices only seem to go down, while power prices seem to be rocketing up, and they are essential services. Telecom probably have the most customers in NZ, so statistically they will always get more people complaining about them.	rogerp (6864)
490482	2006-10-10 04:44:00	PS. You should get Vodafone to give your a free mobile to use while they fix the problem, as they now own ihug. You should go to vodafone direct to complain.	rogerp (6864)
490483	2006-10-10 05:35:00	PS. You should get Vodafone to give your a free mobile to use while they fix the problem, as they now own ihug. You should go to vodafone direct to complain. I emailed Vodaphone. Considering they only just own them its probably a bit much to expect anything from them. As for Telecom being cheap, I got capped tolls at $2.25 per call, it still added up to a good $70 to $100 a month for tolls. Ihugs deal is $20 flat arte for unlimited number of calls. Thats why I changed. Pity it doesn't work though.... Oh and Telecom are charging me $48.99 to return to them although they give me a $25 credit with that and a free cordless phone. Sigh........	pctek (84)
490484	2006-10-10 06:12:00	Well there had to be a catch didn't there. I was supposed to be switched over on Sunday, in fact while they emailed me on Sunday to say it was now active they had switched it over on the Thursday. I had noticed a slight deteriation in voice quality but hadn't realised it was now with Ihug. Meanwhile everything worked ecept: Whenever I rang a number that was engaged I got no engaged tone - just silence. Ringing was fine. Minor annoyance so I rang them and reported it. Monday arrives and I discover I could no longer make any toll calls. I'd hear the initial click, then a short period of silence then the dit dit dit, dit dit dit tone. I reported it 3 times. I also emailed twice as nothing seemed to be happening. I then discover any calls I received that were toll calls, I could answer but not hear the other person. Local calls worked both ways. I rang again today and bought up the subject of customer service and got a supervisor who got me to perfom som toll calls while their equipment monitored it. They got me to do this twice today then rang to let me know it had been fixed. However it wasn't fixed and I told them this. Rang again to see if I could have the landline diverted to a cellphone for now but no, they don't have this capability. They also told me they thought it was fixed. They go off and consult and reopen the fault and now want me to do the toll call test again. They also told me the incoming call problem is at Telecoms end and the outgoing at their end. I got the non engage tone other the weekend while calling... my phone is with Telecom unless Ihug switched me over automatically as per the new plans. Ummm might try a toll call again just to make sure...:eek:	jd74 (10834)
490485	2006-10-10 07:33:00	I emailed Vodaphone. Considering they only just own them its probably a bit much to expect anything from them. As for Telecom being cheap, I got capped tolls at $2.25 per call, it still added up to a good $70 to $100 a month for tolls. Ihugs deal is $20 flat arte for unlimited number of calls. Thats why I changed. Pity it doesn't work though.... Oh and Telecom are charging me $48.99 to return to them although they give me a $25 credit with that and a free cordless phone. Sigh........ I guess if you make lots of long toll calls, then it is user pays. It is still really good compared to the UK. You even have to pay heaps for local calling in the UK which really sucks. My grandparents regually had $100 pound phone bills each month from BT, whose service is also terrible. I am surprised that ihugs voice quality is worse and the other problems, as I thought they were just reselling Telecoms services, like Telstra do. If they aren't providing the service to a normal standard, and the service isn't as is advertised, I would ask them to either fix the issues immediately, or to pay setup fee with telecom so you can switch back. If they don't you could threaten to take them to the commerce commission for misleading you.	rogerp (6864)
490486	2006-10-10 18:11:00	I guess if you make lots of long toll calls, then it is user pays. It is still really good compared to the UK. You even have to pay heaps for local calling in the UK which really sucks. My grandparents regually had $100 pound phone bills each month from BT, whose service is also terrible. Not true any more. Just been in the UK and one place we stayed in practically forced us to make a call back to NZ because it is sooo cheap. 2p per minute to call NZ from the UK!	CYaBro (73)
490487	2006-10-10 19:49:00	Was your Ihug phone a Telecom resale or a VOIP job. ??	paulw (1826)
490488	2006-10-10 20:32:00	Update: Incoming tolls seems to be fixed now, outgoing still not working. They now tell me all ihug phone customers on an 03 number have this problem. So I'll hang in there and see how it goes...hopefully its sorted soon. Don't really want to move back to Telecom. Paulw - I just swapped over from being a Telecom customer - you keep the same phone, same phone number, same everything - its just billed through Ihug (with cheaper tolls), I don't know exactly how it works, Ihug leases lines from Telecom but it must go through their network in some way because of this fault - its only affected certain Ihug customers.	pctek (84)
490489	2006-10-10 22:25:00	Yay! Its all fixed! All is forgiven, Ihug is great. Etc.	pctek (84)
1 2