This is a public complaint about my persistent internet outage that began on Sunday, December 7. It's now been five days without any connection, updates, or resolution. On Monday, I had a technician appointment scheduled for Thursday, December 11 (10:30-13:30). However, that same day, the appointment was canceled, stating the problem was outside my home and would be resolved without a visit. Since then, there has been complete silence. I've reached out to the support team six times in one day, spending over three hours. The experience was a total disaster: 1. 30-minute wait followed by a disconnection 2. 15-minute wait and then disconnected 3. Another 15 minutes on hold, then cut off again 4. Finally spoke to someone after a long wait, but they didn't speak English, promised a call back in 10 minutes, which never happened 5. Another long call ended mid-conversation 6. Eventually reached someone who had no information beyond an outdated email, couldn’t escalate the issue, and the only option was to wait indefinitely. I requested to file a complaint, and was told the complaints team would call me. Naturally, no one did. Since I don't speak the local language, I have to navigate the phone menu hoping to reach someone who can assist me. It's exhausting, random, and utterly ineffective. As a result, I've already signed up with another provider, even though they require 11 days for installation; at least they offer clear information and a set date. For now, I’m keeping both services, but the original provider is on borrowed time, and things aren’t looking promising. Working from home without internet means lost income and regulatory risks. The failures of your service have cost me time, money, and significant frustration. I’m sharing this publicly to inform others about what they might expect from your service. At this point, I expect: • A genuine update on when this will be resolved • An explanation for the issues I am facing • An understanding of this level of service • Compensation for the lost service and time This situation has escalated beyond mere inconvenience; it’s sheer negligence.
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Ziggo is een innovatieve en betrouwbare leverancier van (digitale) televisie en radio, internet en telefonie via de kabel.