Hodge50
join:2009-06-16
Belle River, ON
| New Customer-Terrible Service
I am writing this on behalf of my father who had the digital telephone as well as internet service installed today. The installation tech could not get the internet to connect and left the house telling my father that he had to contact customer support and provided him the number. My father then called me to come over and make the call for him as he is not the most computer savvy person around. I called tech support and the first fellow went through all the usual checks and was stumped. He left me to manually reset the modem and then call back. After the rest and reboot I called back. The next tech put me through all the same tests, and placed me on hold a couple times. After the third time being placed on hold I was transferred back into the que "please press 2 for tech support", ARGHHH!! The third guy went through all the same stuff to no avail. He figures that it is the computer, and that is that. Unfortunately the machine was working correctly with Sympatico right up to the time that the Cogeco service was installed. Hard to believe that it was anything else but something with their service or something the installation guy did when he was on the computer. Not very helpful considering this is a new customer who has had ZERO usage so far. He then informed me that it would be a charge to send someone out. I asked to speak to a supervisor and was informed that there were none available but he could have one contact us with 48 hours. He also felt the need to make a snide remark that the tech was allowed to leave without the service working properly. The donkey does not know the situation at the house. My dad has alot going on as he is caring for my mother who is suffering with terminal brain cancer. There is not a lot of time to deal with these frustrations for him. I have tried to email customer service on the Cogeco site but it does not work. When I attempt to send it says "category requires a value". Can someone please provide me with a way to contact someone at Cogeco who might be able to resolve this. At this point we are ready to tell them to take it all out and go back to Bell.
Thanks |
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exseven
Premium,VIP
join:2003-05-23
Beamsville, ON
| IM me the MAC address from the bottom of your fathers modem and ill take a look at it . As well did the sympatico PPPoE software get removed and TCP/IP settings changed to what they should be for cable?
Fill out the relevant parts for setup etc from »Have a problem? Read this before you post. as well. |
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Cogeco new Bell
@cgocable.net | reply to Hodge50
Hodge50 post back and let us know how you make out.
This is sounding like Bell SOP and not the way Cogeco used to be. |
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prob_cust
join:2009-06-10
| reply to Hodge50
Re: New Customer-Terrible Service
Well, not that I have a lot of complaints about Cogeco, but it just happened to be trying my new Teksavvy connection. So far so good, I ordered it yesterday, today I had the connection (my own modem). I am missing the cable speeds though (ok, not exactly, I still have the cogeco connection) |
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Hodge50
join:2009-06-16
Belle River, ON | reply to prob_cust
Re: New Customer-Terrible Service
Thanks for the Teksavvy suggestions. Will keep them in mind if this cant be resolved right away. |
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Level0CSR
@cgocable.net | You paid for an installation and didn't receive one. DEMAND service or a refund. |
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Phorkster
Premium
join:2004-06-27
Windsor, ON
 ·Cogeco Cable
 ·Cogeco Voip
| reply to Hodge50
Re: New Customer-Terrible Service
I would be promoting them as well, if I could. DSL in my area eats ass. Something happened at Cogeco and now they are treading down the lanes of Bell imo. I don't know if there was a management shift or what happened to their philosophy, but they got to a fork in the road. One way said "Increase Revenue and screw your customers" and one said "Do it right and please your customers". They chose wrong. |
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skj
Welcome to the far side of reality
Premium,Mod
join:2002-04-04
Atlanta, GA
Host:
Charter HSI/CATV
Earthlink DSL
Embarq
ISP b2b etc
Cisco
| reply to Hodge50
Re: New Customer-Terrible Service
This is directed to those that have responded to the original post. Enough with the Teksavvy posts. If the OP wants to switch that is his option. Right now he is trying to get help for his father with Cogeco.
--
The foundations of character are built not by lecture, but by bricks of good example, laid day by day. |
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dad_of_3
join:2004-05-31
SE Ontario
·Cogeco Cable
 ·TekSavvy Solutions..
| reply to skj
Re: New Customer-Terrible Service
said by skj  :This is directed to those that have responded to the original post. Enough with the Teksavvy posts. If the OP wants to switch that is his option. Right now he is trying to get help for his father with Cogeco. ....suggesting a switch to a different isp is a viable "fix" in some cases, especially when you have beat your head agaist a brick wall as the OP has obviously done.
Although I am a longtime Cogeco supporter, my faith also has been shaken as of late (hard caps, price increase, UBB).....It's not our fault that Cogeco has dropped the ball..If Cogeco would address some of these points, the teksavvy posts would most likely dwindle... |
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skj
Welcome to the far side of reality
Premium,Mod
join:2002-04-04
Atlanta, GA
Host:
Charter HSI/CATV
Earthlink DSL
Embarq
ISP b2b etc
Cisco
1 edit | said by Hodge50 :Thanks for the Teksavvy suggestions. Will keep them in mind if this cant be resolved right away. He had been told. It has been suggested. He knows he has that option. All ISP's have their issues, including Teksavvy. That being said, he can speak with his "wallet" and switch, if that is his choice, but my point was that there was no reason to go on and on suggesting another ISP when he is trying to resolve this issue.
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The foundations of character are built not by lecture, but by bricks of good example, laid day by day. |
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drewis
Premium
join:2006-09-04
Hamilton, ON | Exactly, when COGECO comes to their senses, I might even switch back, until then, I am recommending everyone stay away if you do more then check emails and browse the internet. |
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Krispy
Premium,VIP
join:2001-12-11
the stix
| reply to Hodge50
Hi Hodge50, sorry to hear about all your troubles, that's definitely not good. I've already had a tech manager from your area contact me about your post so if you'd like to PM me some information about your dad's account (the cable modem mac should be enough for me to find it if you have access to that) I'll see what we can do and also figure out why you've gotten such frustrating service and try to remedy that for the future.
--
you can lead a horse to the water but you cannot make him drink...you can put a man through school but you cannot make him think --ben harper
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