At what is quickly turning out to be our final words with Stvve (the middleman between KC and us) it can clearly be read how much they really "care" about their customers. The following excerpts are from an email that hit my in box a couple of days ago. Since then, not a word has been said on the various things we raised from the aforementioned email. All spelling errors have been left in place. One thing we have absolutely no power over is the basic educational level of the people at KC.
Gems such as this:
Ø Why does the cold night air affect it so much considering they are
underground? Bad cabling? Or rather poor, broken, damaged cabling?
Highly likely, although all the remote and physical checks have come
back within acceptable tolerances. Again shot (sic) of tearing up streets to
reaplce (sic) all the cables, this will not change until fibre is rolled out
to the curb/customer premises.
Ø You are now convinced there is an error somewhere along our line from
exchange to house, and possibly in the house?
It is likely yes and that is why I have asked for engineer to move your
line. This should have happened by now and you shoud have been
contacted. I am finding out why you haven't.
(I am still waiting)
Since the email came in from which the above was taken there has been no more contact from them. A sure sign indeed that they truly do not care about what their customers say and are actively doing nothing to improve their service offerings.
They are so desperate to be seen as a good caring company they have plastered all manner of lies, misconceptions and general bilge all over their customer facing web site. On there they espouse about a company promise when the reality is, as I have found out, they do not care on iota.
Over the course of the last 18 months they have increased telephone charges. It was once said that the Hull City telephone network was the envy of the U.K., back when B.T. ruled over all, that no longer applies as the prices we are forced to pay are now so high there are some, pensioners in particular, who can no longer afford such a basic amenity. Some of those have now ditched their landlines in favour of a mobile telephone simply because they have found it cheaper to do so. They have introduced ADSL2+ (we pay the highest service fees of all ISP customers in the U.K.) with no thought given to what is an aging network of copper and how that would limit the customer experience. ADSL was a solid service which people where happy to use een with the DPI slowdowns of an evening. ADSL2+ however has seen a huge rise in disconnections/reconnections and an overall speed (throughput) drop.
Care about customers? Karoo? No they do not. They have gone from the peoples company to a money grabbing corporation so fast they do not realise the damage they are doing to the good people of this city. Ignore what their web site says as in the main it is utter bunkum.