Hard News by Russell Brown

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Hard News: Ihug: still screwed?

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  • Hamish,

    Gmail.... You'll never look back! It's lightening quick, packed full of features, and you really don't ever have to delete anything. Plus, it's Google - they're never going to lose your emails. :D

    The A.K. • Since Nov 2006 • 152 posts Report Reply

  • Glen Wright,

    The best thing about Gmail is the trainable spam filter, which pulls about 600 messages a month for me. All my mail goes via Gmail. Although I admit to being a little uneasy at the idea of them never being deleted, especially when work related.

    Since Nov 2006 • 29 posts Report Reply

  • Anton Angelo,

    My organisation had issues with iHug customers not being able to use our website - we run a big complex web application. Many many calls to iHug tech support took us nowhere until I dropped an email to their business sales group - something along the lines of, "Shall I tell the 30,000 people in my organisation not to use iHug for the time being?".

    It was a complicated problem between d-link, telecom and iHug, but man, it got sorted. In fact, I was so happy with the solution and the communication from iHug I sent the people involved chocolate fish. It shouldn't have only happened after my threats though.

    Dunedin, Spiritual Home o… • Since Nov 2006 • 1 posts Report Reply

  • Aquila G,

    I also had to ring up and wait on hold 25 minutes to find out what settings to change because they couldn't just put it on their website.

    And I was obviously one of only a few, since when I got through they started telling me how to fix it before I'd told them what the problem was ;-/

    Some of their staff are supporting Tbird though since when they asked my email client and I gave it they said "let me bring up the settings for that" and did so immediately.

    Auckland • Since Nov 2006 • 8 posts Report Reply

  • wendyf,

    I've had 4 invoices, so har de har har!

    Christchurch • Since Nov 2006 • 76 posts Report Reply

  • wendyf,

    I've had 4 invoices, so har de har har!

    Christchurch • Since Nov 2006 • 76 posts Report Reply

  • Beatrix,

    For the last two days my email's actually been getting sent...but it's all been tagged as SPAM. Apparently they were testing new spam filters...Nice. A good look.

    London • Since Nov 2006 • 15 posts Report Reply

  • MikeE,

    * No invoices for two months then the complain the bill hasn't been paid.
    * On hold for 4 hours over the weekend to try and work out why net isn't working
    * CSR who is reading of a script and has no technical knowledge at all

    (all blogged about on website)

    We want to leave Ihug straight away, the only thing stopping us is the length of time it takes to get through to their so called "24 hour help line" and the disconnection fee. (Really its a bit rich to get charged a disconnection fee for leaving a company whose service is so bad).

    I've never had as bad a customer service experiance as I have had with "Ihug, voted NZ's best ISP"

    Kingsland • Since Nov 2006 • 138 posts Report Reply

  • Richard Elwin,

    Ho hum... Email's playing up again.

    Time to check my the conditions of my contract with them I think. Not sure I'm getting my money's worth at the moment.

    Since Nov 2006 • 2 posts Report Reply

  • James Green,

    Gmail is where it's at. And I log in this morning and there's a few new tricks added!! 4 of th 5 seem relatively un interesting so far, but the new Reply menu is very cool.

    Dunedin • Since Nov 2006 • 667 posts Report Reply

  • Miker,

    It's getting worse down at Ihug... can't send today either from my account or via webmail. And you can't ring the helpdesk - apparently because of a power outage! Ihug - voted NZ's worst internet provider...

    Cambridge • Since Nov 2006 • 2 posts Report Reply

  • gardena,

    Yes couldn't send any email last night, worked for a bit this morning but now it's out again. And yes I've had multiple invoices too. Something definitely not right in the house of IHUG. Why doesn't Vodafone step in and throw some resources their way or are Vodafone the problem?

    Auckland • Since Nov 2006 • 1 posts Report Reply

  • xurizaemon,

    E-mail has become the thread that seems to hold our society together these days and when it unravels things can go very, very wrong

    You're so right! I too will be holding email responsible when the next war begins.

    piha, waitakere • Since Nov 2006 • 1 posts Report Reply

  • tineke van niel,

    Well I joined Ihug, the Best Internet provider bla, bla bla. Since I joined them in September I have not received any invoices and I only paid them after downloading them from the site.
    The international phonecall connections were a problem from the word go. In one weekend all the international numbers gave me an "engaged" tone. The weekend after, the phones rang overseas but I didn't hear anything. Ihug helpdesk advised me to use 059 (Telecom) I sentIhug emails (at least 8 but so far no reply to any of them yet) then tried to contact them by phone. The only result is that I can now hum along with the songs they play as I have heard them over and over again. When after at least 30 minutes of waiting I get to hear that they have been busy. Even at 4.30 on Sunday morning this happens!!!! I have lost days of my life to get hold of their helpdesk.
    Then I "lost" half of my Broadband allocation. They said they would monitor it. The overseas calls are a nightmare. People at the other end -overseas- need to ring me as Ihug overseas tolls do only work intermittently. I don't know what this company is up to but to say that they deserve the title of best Internet provider is a huge joke.
    I try to cancel my account but I get a disconnected sound when I ring them up. IHUG, I think you are the worst company for service I have ever had to deal with. As for the speed of broadband, that is a joke as well. DO NOT change to IHUG it is absolute rubbish service

    Dunedin • Since Dec 2006 • 2 posts Report Reply

  • Simon Grigg,

    Ihug's help desk has gone from very good in the Wood and post Wood days, to absolutely appalling these last twelve months.

    I agree with you on the email support too...an email re hosting issues took two months to get a reply. The issue (with the www. and the non www. versions of a site displaying differently)had resolved itself in the interim so I forgot about it until I got a snarly email suggesting I clear my cache (it was actually a DNS error at their end) two months later.

    Ihug have had some very good people working there in the past but many seem to have been "rationalised"

    Just another klong... • Since Nov 2006 • 3184 posts Report Reply

  • tineke van niel,

    Well just dialled another overseas number. I was able to hear but they couldn't hear me. So just another 2 minutes toll chareg wasted.
    The toll connections through Ihug are more like you expect from third world countries!!!

    Dunedin • Since Dec 2006 • 2 posts Report Reply

  • jon_knox,

    Here's something for the telco obsessed/futurists....a bit of a change from the ISP bagging.

    The independent regulator of the communications industry in the UK has published a collection of essays about communications in the next decade.

    Osterreich • Since Nov 2006 • 460 posts Report Reply

  • mark p baker,

    Sorting out ISP blues

    1. ihug invoices are now electronic, we have no choice but to comply...but I like hard copies for my business accounts, and resent having to pay for the envelope and stamp to send back my cheque...solution? wait a month and get the "did you miss your payment" letter, with invocie in hard copy AND freepost envelope

    2. spam filters and mailing protocols: when a newsletter I send to kmotoring and motorsport contacts bounced, I drilled through the 40 minute wait and crap old Kiwi music and through three separate layers of "organics" that gave me the following ammo: yes the spam thing has caused them huge probs, no it's not yet solved, yes new servers are online, no there are still going to be issues, no we aren't getting more CSOs...gobsmacking admission that they have set in place a protocol that limits bulk sending to 20 addresses and that they had chosen not to tell customers...who after all only pay the salaries of those making the decisions...result: my loud and bitter complaint and offer to make the issue - and how they have dealt with it - visible through NZ Herald's connect page and places like this...result: sent my email newlstetter this week to all 80 addresses, and nary a murmur from ihug's uber-dweebs.

    ParpyKoura • Since Dec 2006 • 11 posts Report Reply

  • mark p baker,

    Earlier in this topic:

    ..."Perhaps it's just me, but "moving everything to Auckland" and "purchased by Australians" seem to be harbingers of doom for many a company's quality"...

    Those two phrases are a long way of saying: "it's f**ked".

    Sorry, but I'm a ten eyar veteran of having "moved to Auckland"...irony intended!

    ParpyKoura • Since Dec 2006 • 11 posts Report Reply

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