Slow + unavailable + overpriced = Karoo??

August 28, 2007 · Filed Under Internet

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So, once again Karoo is having trouble with their service. Not only have I not been able to access my Mac email for three days, but when I spoke to their Customer Service team, they were not very helpful and could not say whether I would get any compensation.

So, onto their PR manager -a lady called Kay Stevenson (her number is 01482 602 400). I am glad to say that Kay was not only friendly, apologetic, but also genuinely interested in our dilemma. I spoke to her at length about a number of issues, namely

The current problems customers are having with some websites and email
The pricing of the service
The total lack of choice of any other ISPs in the area

Kay explained that it is a hardware failure, which they hope to fix today and it has caused intermittent problems for people (my problem has been constant). She also said that she believes that they do offer a fair price and they do check prices within the UK. Finally she explained that other ISPs do not think that Hull is a viable attractive business and hence they are not willing to invest in the necessary hardware to provide a service. I really appreciate Kay taking the time to speak to me, and although I do not agree with the pricing, I understand why we are stuck in having only one ISP in the area. It may be time to lobby other ISPs and not just complain to Karoo.

However, at the very least, they should offer one month’s free access to all customers effected and I really hope they do this, it could just save them from another onslaught of criticism.

UPDATE

Looks like we are back up and running - my email has just come flooding in. Their tech support line says they anticipate having all problems resolved by 2am tomorrow morning. Is everyone else ok?

SECOND UPDATE

Well, surprise, surprise. It’s down again. When is this going to be resolved!?

THIRD UPDATE

All working now, thank goodness - fingers crossed!

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Comments

Comments2007-08-28+10%3A34%3A36mossman to “Slow + unavailable + overpriced = Karoo??”

Richard on August 28th, 2007 11:41 am

Just because there’s no competition doesn’t mean the existing service should be weak. If they offer service it should be first rate, nothing less. Or else don’t offer it.
admin on August 28th, 2007 12:46 pm

Exactly Richard - they offer a service far from first rate I’m afraid - not competitive with other offerings and intermittent service coupled with a high price.
People are getting fed up and it is slowly becoming higher profile. I really hope something can be done. In this day and age, a customer having zero choice is almost unheard of.
Jamie on August 28th, 2007 3:57 pm

I was talking to my girlfriends dad the other day about this very thing. He said that it is possible to get online with another ISP, if - get this - you pay Kingston Comms £35 for the privilege of an outside line. On top of this you would be required to pay the BT line rental and the cost of another ISP. Hardly making it easy, or even feasible for most customers.

My internet has been pretty slow, although not completely incapacitated. I find it slightly unnerving considering I have just upped my subscription to the next level!

Well done on taking them up on this Jon.
admin on August 28th, 2007 4:27 pm

Thanks Jamie - it is disgusting. Someone on the Hull flickr group has just responded to something I posted there as well - looks like an MEP is looking at the monopoly which is good news!
tommy on September 19th, 2007 7:29 pm

The reason other isp’s can’t offer any services in hull is because Kingston Communications (Karoo) own all of the telephone wires throught hull so they can just fob you off with bullshit storys when the actual fact is that they are greedy wotsits. Now owned by the lovely carlisle group

Great news !
admin on September 21st, 2007 10:22 am

Tommy - you are bang on the money there. I really hope something is done, and the momentum is not lost.