In respect of order ID 214717028, customer number 6947956.
I initially ordered UPC internet on 30 March 2021, for delivery on 12 May 2021.
I did receive a letter from UPC shortly after, advising me that it would require an engineer to set up the connection. I therefore had an appointment booked your 3rd party company to sort the connection on 20th May at 3pm.
On the 17th May I then received a phone call from the engineers that the order was in progress, they were doing their final checks and that my router would be dispatched that same week and therefore I did not require the engineers visit anymore, and it had been cancelled on my behalf by UPC.
On the 20th May I had still heard no information and therefore called your helpline. I was advised that now an engineer was again required and that I would have to rebook another appointment with the 3rd party company. I of course objected and the operator raised a ticket to look into it further.
Over the course of the next 7 days, I received nothing but incorrect and unprofessional behaviour from UPC.
On the Friday 21st May I received an email from Z.Palkova advising that the modem had been sent and I would receive it in the ‘next few days’.
Being in urgent need of the internet I responded asking for it to be sent with immediate priority, to which I received a response on Monday 24th May from V. Varga informing me ‘your new modem has already been sent’. Initially I was of course pleased with this, however upon asking for the tracking number I was advised by L. Mitrova on 26th May that in fact no medem had been sent and I again would need to book an appointment with an engineer!
At this stage I was incredibly close to just cancelling the contract and going elsewhere for better service. On the 27th and 28th I spent a huge amount of time on the phone to quite helpful representatives who could not work out what was going on - I was again informed the modem had been sent, then informed it hadn’t - no one had a clue!
I was just in the midst of cancelling my contract via your online chat when I received a call from the engineer informing my modem had now been sent.
In all of this, I was informed many times that in my building there are already UPC customers, why does it take so long to set me up.
Sincerely unhappy that it took nearly 2 months to set up the connection. I understand I am in a new apartment but the unprofessionalism and the conflicting information I received was not acceptable. I required the internet in order to do home office and this was severely affected.
On top of this I have spent numerous hours on the phone with people trying to understand what is going on with my order.
With UPCs reputation, I expected significantly better and would hope to be compensated effectively considering the above. The time taken out of my personal life, the working life affected and the shear stress and annoyance caused by this alone.
Now that the internet is installed I am of course partially happy. However I would like to see this complaint upheld accordingly in order to restore some faith in UPC.
Finally, I find your phone lines very frustrating. Why offer all your internet and web pages in English, but when I call this is not an option. So many times I had to continue through the German route and hope for the best that the person spoke English. If they did not, I had to be put on hold for a colleague for a large amount of time. Perhaps an English option from the beginning would be a step forward.