You are here: Front page / Articles / Why Fullrate is a bad provider
Author: Carsten Boysen Jensen
2 November 2008
My story about an internet provider that could not provide.
To save some money we choose to switch to Fullrate
on September 16,
2008. Fullrate had just extended their network, so that we now
could use them and thereby got more choices witch is a good thing.
The switch went okay both internet and the phone was working.
But the night to October 7, the internet disappeared and the phone died. I tried all the tricks I can on a Zyxel router, but nothing helped. We had to get someone else to look at it. Unfortunately it was impossible to get through to the Customer Helpline. We called and waited for a long time, only to get thrown off instead of getting somebody on the line. We tried that multiple times for some days. We even tried the other possibilities of the phonegate in the hope of getting someone, but without any luck. At the same time I wrote multiple emails to Fullrate in the hope that they would answer. This also was unsuccessful no-matter how I did it, directly from their site or through gmail.
October 10, when I was checking my gmail in the afternoon, there were still no answer. Still we could not get through to Fullrate on the phone. It got to much for yours truly and I wrote a somewhat angry letter to Fullrate through their log-in where I expressed our wish to cancel our deal and gave explanation etc.
Then suddenly something happens. Fullrate answers one of our messages a week later. In the email they sent was a short guide to tricks that could make the internet work again. All of witch I had already tried. Tricks like hard reset of the router, turn off the router and wait 30 min., checking the cables etc.
Soon after I receive another answer from Fullrate as reply to our cancellation, where they recommend us to talk with them before we cancel and once again they point us to their Customer Helpline. Okay, if we must talk through the Helpline it would be helpful if it was possible to get a real person there and not just get thrown off...
Anyway in all the emails I sent to Fullrate I specifically asked them to call us on the cellphone. But when they finally answer they do it through email, knowing that we have no internet, witch was the very reason for us to give them the cellphone number.
It seems to me that they don't really see a reason to react before we want to quit for another provider. They simply can't argue against that they giving bad service. The Internet disappears without warning and we have to use our cellphones to call a Helpline, that simple does not work in any other way than to keep people waiting and then throwing them off the line. They don't or only very slowly reacts on emails.
On the other hand they were very quick to move us over as customers. But that helps little when they disconnects us after nearly a month and doesn't answer the phone or emails, when we want to contact them.
So sorry Fullrate... You are thrown over in the pile of unreliable and bad provides together with TDC. I can only strongly recommend people not to choose Fullrate as it hardly gives anything but problems.
The contents was last modified on 20 May 2009, at 02:24 (CEST)