PCCW

PCCW Netvigator, and especially Business Netvigator, is really a 3rd world service provider based in Hong Kong and managed/operated by a bunch of stupid shit-brained management and staff. They can't even do anything about the spam mails that keep flooding their customers' inbox yet when corresponding with them and trying to see how to fix the problems, get tons of most brainless stupid excuses that shows they are really moronic retards void of any decent service mentality.

Their staff are a condescending lot that think hosting your email account is doing you a favor and mind nothing about the fees you paid them to do a professional job. Avoid PCCW and Netvigator at all cost!

Cqalled PCCW hotline 5 times today to fix the same problem, To have my address shown on the statements being emailed to me. They are currently masked for some reason, and unable to change through on-line portal because the system is undergoing "Upgrade" so not working!!

Each time the operator assured me they would fix this and email the statements to me. 3 attempts later 3 calls later and nothing changed - emails issued with address masked. Called a 4th time to be placed on hold for 11 minutes and then the call rings to connect and then silence and no reply for 3 minutes, after which I hang up.

Attemt to call again, (5Th time) on hold for 17 minutes and no connection which lasts until 25min.. So I hang up.

Completely useless and absolutely no real interest or desire to assist.

The help line message offers the chance to participate in a customer survey at the ennd of each call- but of course no connection or option to take the survey.

So really ANGRY and FED UP.

And guess what, I'm due to resign my plan for both personal home and m company's phone plans. I'll gladly carry the cost to change out our office technology if another provider can offer better pricing and better service- even a hint at better service will get my business..

So I guess I'll get back to ringing and writing to the PCCW customer service suggestions line, I've got some good suggestions for them..

Contacted Pccw 'chat line' twice re.my flat move and gave details of new address etc( ten days or so before move on 31 May/ 1 June 2015). As is my practice I 'photocopied' both conversations with the CS reps/Pccw....informed by the CS reps that the 'relocation' staff would contact me to make relevant arrangements etc etc.,and that I was to transfer the relevant pccw equipment in advance- to the new address.All done,then by Mon 2 June NO Contact from pccw staff at all;my phone calls to pccw hotline just wasted my time and drained phone battery!More contact later same day revealed 'no trace' of the 'Chat Line' agreement(Glad I recorded it!).

On 3 June an 'emergency order' was effected re.connection of both Internet and Now TV.

My contract expired on 22nd Aug 2014. I have come across many glorious customer experiences about PCCW billing practice.

With that in my mind and about one and half a month before the expiry date, I went to PCCW Store in Central asked them what happens after my commitment period expires. One of their staff, much interested in phone than talking to the customer, informed me that the contract will get terminated automatically and I wouldn't receive anymore bills. To my surprise, I have received a bill again. When I called the customer care I was told after the commitment period the billing continues on monthly basis.

Why do they have to do this? If they are so afraid of losing customers then they should focus on improving services rather than squeezing every penny out of customers' pockets. I have been on the move for the past three months and continued paying my bills since that was my commitment period but now after having not used the service for four months they still rip me off. It's not about the money but about the onerous practice by a big company against who the customers have got little protection.

PCCW, please keep your staff informed otherwise you will keep losing customers. I was not surprised by the news that PCCW released a fantastic earnings last quarter because I know how do they make money.

i been terminated my pccw netvigator on may 25,but they still send me a bell almost 541 dollar's.Im so really disappointed about this,they don't give satisfaction to their customer user.I really hate what they r doing now to me.Im always call their hottline no one will answer directly to me..im not feel comfortable now coz i can't contact and to talk directly to the head office regarding this.it so verry hustle to me Us a helper that i have this kind of payment that im not using starting on may when i say i want disconnect my netvigator.some call me that all is ok and i can't use netvigator,they also offer me another moble phone but i said i dont want to use again pccw.but she still offer me and she told me i will cal here if im interested..

I have had a PCCW Netvigator account for more than two years. I left Hong Kong and relocated my account to my friend's apartment. Over a month ago, I terminated my account, as my friend was no longer using it. I called the customer service hotline and arranged for termination. The customer service person also arranged for the pick up of my modem from the security counter at the lobby of my friend's apartment block. My friend went away on holiday for a month thereafter. Upon returning home to Hong Kong, my friend discovered that nobody had bothered to pick up the modem, and he found a note from Netvigator that they had charged my credit card HK$904 for the modem! He called the hotline and was told I must be the one to call in personally.

I called the 1000 hotline number. I am now in Sydney, and long distance calls are not cheap. I was bounced from one person to another, and had to explain my predicament three times. I was finally connected to someone called Serah Chan, who spoke very poor English and didn't seem to understand what was going on. Even after I explained that I am no longer in Hong Kong, she still asked me to go to a service centre to fill in a form! Then, she told me that it would take 4-6 weeks for me to be reimbursed. I asked to speak to her manager and she promised to have her manager call me at my Sydney mobile number, before the end of the day. I left my phone number but nobody called me.

My friend in Hong Kong then called the hotline again and explained once more the situation. He was told that I had to fill in a form and that they could not reverse the credit card charge but can only reimburse me via cheque. I do not have a bank account in Hong Kong anymore. How am I going to cash the cheque? Cashing a Hong Kong cheque in my Sydney bank account will cost me extra in fees. This is ridiculous and extremely vexing!

Why should I have to pay for a mistake that PCCW Netvigator has made? They failed to pick up my modem and without any warning just charged my credit card for HK$904! Is this even legal?

I am very stressed and angry that not only did the people at PCCW not bother to do a decent and fair job in this situation, but they also ripped me off for nothing and are now making me go round and round, and making me pay extra money, just to try and get what is originally my money back!

PCCW what is your service commitment about?

Have signed up for the last 2.5 mths and not getting a solution on:

poor internet coverage and connectivity

account manager is hopeless and hides

tech team has visited 2-3 times yet NO Solution provided.

For the rates they charge, it's daylight robbery for the non existent service!!

Need to find another service provider FAST!

Any suggestions are welcomed.

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Since several months I had an internet connection by PCCW. Suddenly it didn't work anymore. When I complained they told me, that they require my credit card details before connecting again. As I was not willing to do so, I denied.

Then for 2 weeks nothing happened. Then they called me again and said they need my credit card details. I repeated that I don't want to give them that information. Then she threatened me that my internet connection won't be reconnected, if I don't give her my CC details. I still refused.

Then she said, I can also make a deposit. I asked how much and she said 3000 HK$ would be necessary. I also refused, because I also didn't want to do a deposit and I never agreed to it. Then she threatened me again that if I don't do so, the internet connection won't be established. I said that would be fine.

One month later (I had already a new provider) they send a bill with a penalty of 3000 HK$.

This is really unbelievable! I seriously doubt that can be legal in Hong Kong. First they change the regulations and demand more than was agreed. 2. They give you a penalty.

Of course I called. But the person I was talking to at PCCW didn't even try to understand. She only mentioned" Sir, if you don't continue the system will issue a penalty." It was obvious that she couldn’t do anything and just repeats the procedure of their system.

Normally I don't like to spend too much time on such an issue, but in this case I absolutely feel insulted by PCCW and its customer service.

I will check with a lawyer, as I really feed to defend against PCCW and their doubtful practices.

If anybody has a similar issue with them, please contact me under: rhm8_1999(at)yahoo.de.

Together we can achieve more!

18 Months ago I signed up for PCCW broadband with a promotional upgrade to 100M fibre for free. I used that for 18 months and then it stopped working.

Call support, they send someone out 2 days later who can't help as apparently my account shows I should be on 30MB ADSL. It's been 2 weeks now, nothing fixed, every call I make to complain I get told "they are investigating". This is the WORST customer service I have experienced ever, and I've lived in 4 countries before. Incompetent staff, nobody wants to solve the problem - only call back later when they know their shift will be over and I won't be their problem anymore.

Trying to get this service cancelled is impossible as well. When it comes to PCCW, buyer beware.

On 14 sep 2009 17:50-18:14 HK PCCW technical support group can't get solve to my cell phone about "packet data not available". After several repeated unsuccessful attempt showing no help.

Those was all wasting my air time and batt for my next call.

Techical Support Manager Roger Choi and his sub-ordinate was seeking time wasting tactic to avoid their lack of knowledge for the snag. Lack of communication between customer and their own team, lack of competent trade knowledge, lack of assertiveness to avoid conforntation.Pouring gas to fire instead of water to put down *** off.