Ya.com Has the Worst Service on Earth
Saturday, December 10th, 2005
We have been loyal customers of ya.com for over 2 years now, but after the horrible treatment we have received today, that will no longer be the case. They have literally left us with no other choice.
It all started last month, in November, when we received notice that they were cutting our internet dsl service for non-payment. We went through our payments and noticed that they had been paid the bill for the month of July 6 times, which was the starting cause of the whole issue. All of the payments had been paid, however. When we tried calling that day, the customer support representative was so rude that when we asked for her name and to speak to the manager because she wouldn’t listen to us, she hung up. That was only the beginning.
Later, they told us that we could straighten out the issue by sending copies of all of our payments by mail with the reference numbers, which we did. We assumed that the issue was taken care of because we didn’t receive any response from them and that was more than 3 weeks ago.
So, this morning we received an email stating that they will cut our service for non-payment. When we called to straighten it out, they informed us that our service was already cut and we were no longer customers since they had put down our contract, all the while admitting that the mistake was theirs and even having the papers that we sent in front of them. Apparently, they got our papers, but no one bothered to take care of the issue. This we finally figured out after talking to about 10 incompetent people and spending 6 hours on the phone going in circles just trying to get a hold of a person in the right department.
Now they say that we must sign a new contract with them to get service back. This takes 15-20 days. As we saw no other option, we decided to go for a new contract. Once again, nope, we couldn’t do that either. It takes 20 days to terminate the old contract. So, not only did they cut our service for a fault of their own, they have done absolutely nothing to rectify the situation and keep us as customers or even help us to become new customers.
Not speaking of the amount of stress and frustration this has caused, the burden financially for us is significant because we do all of our business online and any downtime is hurtful. The situation is completely unacceptable. Since they are clearly not concerned about their customers, we will be searching for another provider. If you live in Spain and you are considering Ya.com as your internet service provider, run away as fast as your legs will take you. They don’t value their loyal existing customers and don’t want you as a new customer either.
James B says:
Saturday, March 4th, 2006
We are also with Ya.com, but not for much longer. Since we starting using them, we have suffered irregular disconnections and poor speeds, slightly offset by good days when we had close to the 1Mbit speed for which we pay.
Over the past few weeks it’s been worse than usual though, and we have phoned them no end of times but nothing gets rectified. The idiots who answer the phones are nothing more than phone monkeys and have no technical knowledge - one buffoon even claimed it was simply because we were using the phone at the same time as the internet connection?! An explanation of how ADSL functions was deemed pointless, we shouldn’t be telling them. They eventually renewed our wireless router although I could have told them there was nothing wrong with the original one, and they’ve had Telefonica tech people come and waste time examining our phone line at the property only to declare every single time that there is nothing wrong and the problem must be with Ya.com.
Right now HTTP is almost completely dead and keeps going completely, and everything else is either on a go slow (around 1 to 2KB/sec) or dead. I was talking on MSN Messenger but it keeps disconnecting and when it’s running the messages aren’t always getting through.
Unfortunately they are useless like most services in Spain. There is little competition, ADSL is overpriced and slow compared to the UK and other European countries, and customer service is non-existent. To the Spanish, you are viewed as the trouble, instead of a loyal customer paying to keep their terrible service available to more mugs.
Telefonica is apparently better for ADSL, but re-mortgaging your home to make the payments is too extreme for most; they’re well-known for being rogues and extremely over-priced thanks to their Government endorsed monopoly.
My advice would be to leave this country and live somewhere more developed. Give Spain a 100 years or so and they might wake up enough from their siestas to offer the public something worthy, and treat their customers like they deserve to be treated. I for one will be returning to the UK where I can enjoy BT ADSL, as I at least know that to be very good and cheap from experience.
p.s. avoid Wanadoo in Spain and the UK like the plague - they are terrible and their phone monkeys hang up on you if you phone them to complain. They’re a French company… expect little.
Administrator says:
Saturday, March 4th, 2006
James,
Sorry to hear about what happened to you. After we shared this story, we have heard 1 horror story after the next, all with similar themes and different companies. We actually just got dsl service back this week, almost 3 months after this incident and after trying to get service through 3 different companies. The whole thing really is a big nightmare.