I know I'm in the minority here but I don't get why people always slate Karoo. When I had broadband it was great apart from the odd outage. Now I'm on fibre its bloody brilliant, fastest Internet speed in the country, apparently. When you ring up you're waiting for hours but what do you expect from a local call centre with 100,000's of customers. And the price, when you add bt line charges on national packages, it works out around the same anyway.
Of course, But I suppose its down to money, sky ect will have millions more to spend on things like this. If kc had to open more call centres I can only see an increase in price for the user.
I think any company should employ enough staff to provide a decent service to their customers, at the moment, KC don't.
The Call Centre operation is to be out-sourced to Serco, as far as I know. [EDIT: Uh-oh! http://www.thisishullandeastriding.co.uk/story-19512138-detail/story.html?#axzz2YLpuOVng]
That's all the stuff for Hull City Council, KC Call Centre had the contract for that, but now Serco have it. I believe Serco are being investigated for fraud, which isn't too good. KC's customer services and technical support etc are in Carr Lane and, although they can do nothing about the amount of staff superiors deem appropriate to employ, they are mainly all good Hull folk. Many providers outsource their helpdesks to India etc, which I imagine is a worse customer experience.
Technical support is normally half decent, it just takes you too long to get to speak to someone and you need your service to fail in normal office hours, otherwise there's nobody there at all.
Some builders managed to cut the broadband service to one of my offices and they gave us a dongle to use until it was fixed and it was next to useless.
I have never had to wait more than 10 mins and at least you get to talk to a real person. I used to have AOL for my internet and they used to take days to sort problems out, any problems on KC are usually sorted with one phone call.Just wish they would speed up the rollout of Lightspeed
No they aint. Suggest you wake up to modern technology. Correct. But dont tell Chazz as his brain cell cannot cope. Yes they are. Good ones are even better. You get what you pay for actually.
Didn't think you could get BT out your way either? Yes but only by paying a subscription on top of Sky TV. £12 a month rolling contract I believe. Free to BT customers. The wait times aren't usually too bad*, especially compared to BT etc. and I agree that every company should just employ more people to do it but then again this is a free service that we don't have to offer but choose to simply for good customer service. With other ISPs you don't get that. *I'd say 95% of the time there is either no queue at all or one of less than 5 minutes. It's only when there's a big problem somewhere combined with a couple of people phoning in sick that it gets really busy. Very often we're sat their with 5 or 6 people without a call to answer. That's true but actually a long way wide of the mark. The bit that's changing is the Hull City Council line. Nothing to do with KC's service, we just operate their call centre for them (or rather, we don't any more!). We're open 8am-9pm. Re the OP, there have been issues in North Hull, Brantingham, Leconfield and Holderness Road area.
I was talking about KC generally, rather than just technical support, your main numbers are open Monday to Friday 8.30am – 7.30pm, Saturday 9am – 5pm - Sunday closed.
Only the big boys know where lighstream is coming next. If you're in the old town it shouldn't be bad though. You'll be connected to the Civic exchange which is within Telephone house so less than a kilometre away I'd have thought?
karoo are excellent , got lightstream had a bit of teething problems at the begining and because i missed out on internet for 3 days kc kindly got me city tickets x2 against derby with meal and a couple of free pints .....sorted well pleased
I swear its open till 8? I should probably know this as I start there on monday but my contract states that I the latest shift I'd have to work is 12-8
And tbh I've seen the customer service and tech support floor, there's a few staff to cover the amount of calls but obviously it can get silly busy at times. As for the customer service its far bettee than most other companies I've dealt with
Off we go..... Is a rethink over call centre on the cards? http://www.thisishullandeastriding.co.uk/story-19516369-detail/story.html?#axzz2YLpuOVng
