[Resolved] worst service ever

[mike2mm]

where should i start, hmmm lets see i'll start from me wanting to transfer my home phone line to fpl "BIG MISTAKE" , called them and payed all the expences ( excellent service till now) and there technical staff told me it's going to take around 3-4 weeks to be done.
that was more than 3 months ago and i'm still waiting.... not to mention the 2 messages i sent to fpl and of course no reply from them and the more than 5 calls made to there customer support and all the 5 agent that i spoke to never gave me an exact answer it's like they don't know what is happening, total insatisfaction.

[FONGO_steve]

When it comes to issues like number porting, please call us instead of emailing us. The guy that handles porting works evenings so he can get in touch with people after work - so if you call at that time you should be able to get to him directly. The admin here will follow-up with you.

[FONGO_kris]

PM AND email me with your FPL number as well as name and number you've ported in.

[magicray]

you shouldn't be so harsh, always try other avenues to get your voice to someone who knows what there doing. e.g. like the admin above.

[mike2mm]

well i did send 2 emails to the admins but without a reply , the forum was like the last way to let fpl know of the problem or if they still didn't care at least ppl of this forum will know. anyway at least the admin here replied and is trying to help and that's a good thing.

[FONGO_kris]

We're trying to find it. I'll keep you posted as it's fairly busy here...

[mike2mm]

still waiting!!!!!

[FONGO_kris]

mike2mm, PM and email me your contact number as well as your FPL number, I will:

1. Look for you fax/email etc tomorrow.
2. Call you as soon as I do OR by 12PM if I don't.
3. Escalate this as much as I can.

As you said this is unacceptable. I'm sorry for the inconvenience and poor customer service you have experience you have been put through.

As you probably know we are fairly busy with some system errors and outages, not that this excuses this at all but it's a bit of an explanation...

[mike2mm]

as u requested an email was sent to admin@freephoneline.ca with all the info needed.

[FONGO_kris]

Thanks.

Also keep in mind I'm cruising the forum all day along with Steve so most posts are answered or looked into within an hour

[FONGO_kris]

mike2mm,

I'm having a bit of trouble locating everything I'm going to keep searching but in the mean time please tell me what fax number you sent it to. One is a direct fax the other goes to an email address.

[mike2mm]

all the info u need are mentioned in the email i sent to u yesterday including the number i faxed the info to it (i don't have the number now but it's all in the email i sent u)

[FONGO_kris]

mike2mm,

Oscar is sitting beside me and I'm getting him to look into your number porting etc...

Email support@freephoneline.ca with the same info you just emailed me with, I forwarded it to him but the more you bug him the faster it'll be done.

[mike2mm]

email sent with all the info to support@freephoneline.ca hope this will help.

[abhanwa]

I agree the level of service received so far to sum up is "unprofessional" not only from Technical Support but also from your Director of Call Centre, who could not deal with my questions and also my technical issue's, when I asked to have this escalated I was told there is no one who can deal with this situation.

This is very dissapointing when you think this should be a great service and the technical support people are not able to provide a comprehensive level of service and their own service and product.

thanks

[FONGO_steve]

I agree the level of service received so far to sum up is "unprofessional" not only from Technical Support but also from your Director of Call Centre, who could not deal with my questions and also my technical issue's, when I asked to have this escalated I was told there is no one who can deal with this situation.

This is very dissapointing when you think this should be a great service and the technical support people are not able to provide a comprehensive level of service and their own service and product.

thanks

PM me the issues you are encountering
Keep in mind our call center director does not manage technical issues, simply customer complaints and billing inquiries.

If you want to send me your issues in a message, Kris and myself will see what we can do for you. Be sure to include as much detail, test results, etc., as you can.

[FONGO_kris]

when I asked to have this escalated I was told there is no one who can deal with this situation.

To be honest that is what this forum is mainly used for - Comprehensive support for third party hardware by other users. Steve and I are obviously also crawling around here and do help periodically; but as a company policy we do not support third party hardware or software, we only provide you with the tools and resources to do so yourself.

[Bloodsong]

Fortunately,
After Kris and Steve provide the raw data,
Helpful forum members who crawl around here who are not bound by company policies will step in and interpret for you.
Feel free to direct hardware/routing questions at me, but know that I don't have an ATA to follow along with, so if you're looking for specific setup, I'll only be as helpful as being able to provide you with my general troubleshooting knowledge.

I will do my best to find emulators/mockups of your ATA on-line if someone who actually owns the device doesn't speak up before me.

[abhanwa]

Kris/Steve

thank you for the follow-up, maybe you can help I have a linksys spa3102, and need help with the config, as I purchased the ata myself I can get no joy from your tech support

I have an issue, I can receive a call well it rings, when I try to pick up the hand set it initiates from the handset on the spa but the other phone is still ringing the handset

when I try to make a call from the spa3102 it will not ring the other phone

can I send screen shots of my config for some to look at ???


thanks

[FONGO_steve]

Kris/Steve

thank you for the follow-up, maybe you can help I have a linksys spa3102, and need help with the config, as I purchased the ata myself I can get no joy from your tech support

I have an issue, I can receive a call well it rings, when I try to pick up the hand set it initiates from the handset on the spa but the other phone is still ringing the handset

when I try to make a call from the spa3102 it will not ring the other phone

can I send screen shots of my config for some to look at ???


thanks

Do keep in mind that we can't be held at fault for this, as it states in our terms and conditions that we aren't responsible for third-party hardware support or configuration.

However, I'd gladly take some free time and look over some screenshots. Could you please send them to support AT freephoneline DOT ca - subject ATTN: Steve RE:3102

[abhanwa]

steve

I have just sent the email

thanks

[abhanwa]

steve

did you receive the email I had sent ? with config screen shots ?

thanks

[FONGO_steve]

steve

did you receive the email I had sent ? with config screen shots ?

thanks

sorry I didn't get back to you Friday - no, not seeing anything yet. Checked our spam too, nothing there :S

[abhanwa]

Steve

can you please provide another email if you are stating you are not getting the email through at the support email address

thanks

[FONGO_steve]

Steve

can you please provide another email if you are stating you are not getting the email through at the support email address

thanks

received email - sent a response