Dear Editor,
I have been a customer of Broadband for some two years now. I had been led to believe that Broadband Inc. offers lightning speed internet access and VOIP calls. This is not so. When complaints are made to Broadband Inc. about their snail’s pace internet access there is always some excuse.
Many customers of this service provider are frustrated and no one knows where to turn. There seems to be no protection. It was impossible to send this mail using Broadband and it had to be sent by Telsnet instead. I measured the speed of Telsnet dial up ISP and it was found to be almost twice as fast.
More recently Broadband customers are being asked to pay US 60 dollars for a speed of 192 Kbs, the original price was US 50 dollars for 128Kbs. It is being marketed to customers that the 128 Kbs is slow because too many people are on it at any one time but if the increase is paid for 192 Kbs then the problem will be over.
I fell for this. I logged in to Yahoo website, and went to the washroom and came back and still the website was not downloaded completely. Using Telsnet it was much better.
Yours faithfully,
(name and address supplied)
Editor’s note
We sent a copy of this letter to Broadband Inc. for their comments and received the following response from the Chief Executive Officer Mr Brian Yong
“Thank you very much for the opportunity to respond.
Broadband Inc has been offering Internet services for the last 5 years, and this particular customer has been a customer with us for the past two years.
The fact that he stayed with us for two years indicates that he has not been unhappy with our services.
The customer’s antenna shifted when there was high winds, this happened to many customers during this period.
We were working with this customer when we received your letter, so we were shocked that the letter was sent within one day of the service disruption.
We could not get to him as quickly as he wished and as such I understand that he was upset.
The customer’s problem was rectified and he has offered to withdraw his complaint letter.
Once again thank you for the opportunity to respond and we are striving to give even better customer service.”
