True Move.... GRRR!

[khunpa]

Went to move our Internet to a new address last week. Seemed easy and after filling out some stadard papers, we were told they would call us and do the move within 3-4 days.

So we go home and wait. Nothing happens, so we call them several times per day to hear why they are no coming to setup the box as promised. Every time they say that they will call the person, who is responsible for the setup in our area.

Still nothing happens, until tonight a girl calls and says that the move can not be done because we have an unpaid bill of THB 350 that is 3 years old. We are like... WHAT?????? since we have never heard of that debt and each month pay our total bills of over THB 5.000 at the True Move counter. Never has the debt been mentioned.

Anyway the girl apologies that we have never been informed, but still says that according to procedure and although she admits it is their mistake, we now have to start the moving procedure all over again (of course after paying our HUGE old debt of THB 350 first)

So tomorrow, we will go to 3BB and get all our subscriptions moved there and close all our True Move accounts. Their loss!

I am now wondering how many True Move employees have actually seen the debt amount in their system, but just ignored it or for some other reason not mentioned it to us? Why have we never seen the debt on the invoices we have always paid on time? Well, again I find myself asking "Why?" when I know there is no logical reason or answer and life here is just a constant stream of weird surprises and people responsible only can smile and giggle, when a mistake is made :-)

Just another day in Thailand, where you go to this site to rant a bit, just to avoid going completely mad ;-)

Edited March 9, 2016 by khunpa

[patyh]

I too was kind of in your situation as well..

Received a letter from True Move stating that I have an outstanding balance with them even though the number had been disconnected for about 2 years..

I've been paying for my True Internet by giving them my Thai ID but was never told that I had an outstanding balance..

Gave them a call and the call centre staff could only tell me that the system might have missed sending me the last letter.. when questioned why the counter staff did not inform this Outstanding amount to me (60 odd baht btw), she could only tell me that it is in a different system and the counter staff would have to be informed to look for disconnected number account before they could see the amount..

I guess bidding for the 4G spectrum means True having to come down on old outstanding debts? Every Satang counts I guess.

[seajae]

this morning the modem simply stopped working, I have had problems with it since we changed to true last year and they even came to our house and replaced all the connections,. I informed them that it was the modem(I am tech savvy) but the technician refused to accept that even when I told him it stops working 2 or 3 times a day. I have lodged several complaints about it since as it happens virtually every day but true simply refuse to admit there is a fault in the modem so today I took it to their service centre and they informed me they can do nothing as they do not have replacements there or any spare ones. They said the Bangkok centre will call me today and I informed them if I do not have a new one by tonight I will cancel our service, they are simply ignorrant and dont care about customers at al, should never have left 3bb, will be back there very shortly.

[whiteman]

thanks 4 the input I bet they will start to upgrade there customer service even more because of losing customers such as you but now the have NETFIX taking there market share

Edited March 10, 2016 by whiteman

[Speedo1968]

I am not that tech savvy but some years ago started using True Move. It was often very slow or dropping out. Eventually I found that at busy times they were routing thru Vietnam. Complained face to face at a store counter where they denied any such thing was happening, When I showed printed details they put on a typical blank face and walked off. Cancelled account.

[shirtless]

True gave me all my grey hair , went to local wifi no problems.

[cooked]

Screw Truemove.

[kjun12]

True is one of the worse companies I have ever delt with. Their service is abominable.

[notbkk]

So which is the best alternative?

[johnno2]

^{true's customer service is hopeless. I used them for my mobile phone. paid by credit card monthly set up by them. i went on holidays, came back and i had no mobile phone service. rang them, they said i hadn't paid my last bill on time. really? my online true account said it was paid. oh no, you owe 1500 baht. no way. they said they would restore the service until the problem was sorted out. didn't happen. eventually after 3 days of empty promises to fix the problem, i went to true service with all my receipts. counter staff useless, eventually got to see the manager. she invetigated and found out true had changed their billing cycle. service restored nearly 1 week after the problem appeared. changed to AIS straight away. true don't care.}

Edited March 11, 2016 by johnno2

[StatlerandWaldorf]

I used true internet for a few years and it mostly worked ok but then I had a number of repetitive issues which they could not resolve and they seemed to give up trying. They kept promising to call back but never did, so I was basically paying for a service I was not receiving.

Consequently I changed to 3BB fibre (30Mb) which also allowed me to get rid of the overpriced crud that is true visions. I now have expat tv and netflix which combined, cost less than half what I was paying true visions for their antiquated satellite service with poor content, if you are able to find it after they change the channels around every few months.

I personally will never have anything from True again as long as I live.

[AlQaholic]

Overall where I live in the countryside I am happy with true. However I have seen a decrease in the quality of technical support. I do not use the dish anymore (I cut my cord) but my wife is rather addicted to it. We have this problem with the remotes not working properly, some buttons are not working and the box only responds occasionally.

Only way to get a replacement is to call true to come and service us at home, there is no place you can go and simply change the remote or box, seems highly inefficient and costly to me. Anyway I don't care about that anyway since I use internet. True installed fiberoptic at my home a while ago and it works perfectly ever since. Where I live True is about 400 Bath cheaper than 3bb for the same speed (so far...).

On a side note though, I always get the guaranteed download speed of 30+ MBit/s when speed checking within Thailand, but if I check speed with servers outside Thailand I get everything from 5MBit/s to 20 MBit/s, but never 30MBit/s.

Edited March 11, 2016 by AlQaholic

[patyh]

So which is the best alternative?

The market for broadband internet here needs to improve more.....

You get AIS only in certain area. Their prices for fibre is great.. only if you can get them..

TOT is the worst state run enterprises ever.. Their call centre only acts as a point for you to get initial information.. If you need more details, they would direct you to call their branch office who seems to never pick up their phone.

True has the cheapest plan available and has one of the "widest" coverage available. But their customer service needs to improve..

3bb plans tends to be more expensive than it's competitor when comparing their fibre internet packages.. They seem to have issues with network speed for server outside of Thailand as well.

[cooked]

Customer 'service' seemed to be (permanently?) annoyed that I had personally visited the local branch. I was given false information.

I tried to get the monthly bill paid by direct debit was refused as my photocopy of our bankbook 'showed too little balance'. This because I use the that bank account only for paying bills via direct debit. No way we could discuss that although I never missed a payment. I didn't feel like transferring ฿10 000.- just to please Truemove.

Gone.

Now we watch TV using an old fashioned aerial and the kids watches stuff on the PC (parental lock). Plenty of VPN services out there allowing me to watch BBC etc.

[Autonuaq]

the main problem is the overall thai attitude adn service

what is written about TRUE is my experience with AIS, 3BB as well with other Thai companies.

the happiness to the people will really come if staff understand that there are customers and that company can make mistakes too.

Thai need understand that service is very important and being proud of the work and service you deliver to your customer.

Even in western countries this is an issue too only they are a few steps ahead.

.

[martijn12345]

I guess I am one of the lucky ones. I have both my mobile account and my home internet here and I hardly ever have any problems. Two months ago I bought a Google Chromecast to play with and I experienced hick-ups in the streaming over the wifi network of the old modem. I called True, admittedly, the lady had no real clue what my issue was and I decided it was best to help her conclude my modem had a problem (it didn't really, it was working according to its technical specifications, it was just outdated). 2 hours a later a mechanic was here who understood my need for faster wifi network and her replaced my old modem with a new one at no cost at all. I think he really just wanted to see what a Chromecast was as he was hanging around for another 15 minutes after he was done just to see how the Chromecast worked hehe. Nice guy.

I have also always found both the call center and the shop in the nearest mall to be very helpfull, friendly and efficient. Sorry for the OP, sounds like a shitty situation. Just want to report its not all shit at True and I am Truely a statisfied True customers hehehe

[Bangkok Barry]

No-one has mentioned CTH! Perhaps that's because no-one is using them anymore. After the farce late last year in which they appeared to have billed all their customers for imaginary missing payments from two years ago I sent them an email detailing all my payments and photocopied receipts. That was in early December, after three times having the emails returned as undeliverable during November. Since then I have not received a call, reply, acknowledgement of any kind, only disconnection every month until I call and explain the situation. We even contacted the NBTC who said they'd get back to us in a month, two months ago.Given up on that now as it can take hours of hanging on for CTH to answer. I get my Sky News via YouTube and footie (which includes all the CTH channels) via ilikehd (which also has Sky News). I lose maybe 10 percent in picture quality, so will see what happens when BeIn take over the EPL broadcasts next season - how to access it and at what cost. So many Thai companies have absolutely no idea at all about customer service. No pride in their job, and no initiative in how to deal with problems.

Edited March 11, 2016 by Bangkok Barry

[Ghostnigel]

I guess I am one of the lucky ones. I have both my mobile account and my home internet here and I hardly ever have any problems. Two months ago I bought a Google Chromecast to play with and I experienced hick-ups in the streaming over the wifi network of the old modem. I called True, admittedly, the lady had no real clue what my issue was and I decided it was best to help her conclude my modem had a problem (it didn't really, it was working according to its technical specifications, it was just outdated). 2 hours a later a mechanic was here who understood my need for faster wifi network and her replaced my old modem with a new one at no cost at all. I think he really just wanted to see what a Chromecast was as he was hanging around for another 15 minutes after he was done just to see how the Chromecast worked hehe. Nice guy.

I have also always found both the call center and the shop in the nearest mall to be very helpfull, friendly and efficient. Sorry for the OP, sounds like a shitty situation. Just want to report its not all shit at True and I am Truely a statisfied True customers hehehe

I hope you gave your 'mechanic' a healthy tip?

[superal]

No-one has mentioned CTH! Perhaps that's because no-one is using them anymore. After the farce late last year in which they appeared to have billed all their customers for imaginary missing payments from two years ago I sent them an email detailing all my payments and photocopied receipts. That was in early December, after three times having the emails returned as undeliverable during November. Since then I have not received a call, reply, acknowledgement of any kind, only disconnection every month until I call and explain the situation. We even contacted the NBTC who said they'd get back to us in a month, two months ago.Given up on that now as it can take hours of hanging on for CTH to answer. I get my Sky News via YouTube and footie (which includes all the CTH channels) via ilikehd (which also has Sky News). I lose maybe 10 percent in picture quality, so will see what happens when BeIn take over the EPL broadcasts next season - how to access it and at what cost. So many Thai companies have absolutely no idea at all about customer service. No pride in their job, and no initiative in how to deal with problems.

You are so right about customer service , it is almost non existent in Thailand . Once the money has left your hand its all downhill most of the time .

Are you on a dish or fiber optic ? I have found that ilikehdtv cater for all that I want to watch i.e. all UK and European sports , all UK tv , Netflix , all Sky channels and so on . I have had a few problems occasionally with loss of programme but they blame it on the fact that I am using a smart tv as opposed to an Android box . My ISP is TOT giving 20mbps down / 8 up for 750 baht a month with a stable signal for 90% of the time , 450 a month to ilikehdtv . For those who do not know you can pay and view with them starting at around 40/50 baht to watch a 2 hour slot for any programme including premier league footy . .

[buythisdashcam]

Moving anything is looking for problem, just take a new line or new carrier and then cancel the old former one. Maybe you just arrived in Thailand and this is why you don't know how to manage the people and the companies here ?

[quandow]

I just went through the same thing. I had been venting about the ills of Thailand, so I pulled the plugs and moved to Mexico. I made absolutely sure I paid all my bills, including ToT internet.

When Mexico turned out to be a disaster, I came back to my same condo as before. I thought getting ToT internet would be an easy task. When I went to the office in Pattaya, they said I never paid my bills. NOTE: I had to pay IN ADVANCE and tried to persuade them to check their records. No luck.

Enter 3BB. I contacted them, and to get their best DSL package I had to pay A YEAR in advance. OK, spank the plastic and it's done. Days went by with no contact from the installation tech. I returned to the office, talked to one of the girls who called the tech, he said he'd be there that day. Of course he was a no show.

I went back 5:00 p.m. the next day, they called him, he said he forgot to come to my place! He came out at 6:00 p.m., but the phone tech at the condo had finished work (they needed this guy to get access to the locked phone line closet).

One more day (and an addition 2,500 baht charge for the condo tech) and it's FINALLY done. I've been monitoring bandwidth, it's up and down, but more up than down, so this I can live with.

It reminded me why I moved out of Thailand in the first place, but I have a newfound appreciation. It's tolerable now that I have something to compare it to.

[Liquorice]

I experienced a problem with True internet a couple of months ago.

(Never had an issue with the TV)

Just disconnected multiple times a day........really frustrating.

After having an engineer visit 4 times in the next 5 days, the problem was passed to a 'trouble shooter'.

It took him another two weeks to locate the problem.

He found a newly installed cable was passing right next to a high voltage transformer and causing interference.

He kept us informed every 2nd day of his tests and search to find the fault.

The following month True credited my account for the 3 weeks it took to locate the problem.

[patyh]

I experienced a problem with True internet a couple of months ago.

(Never had an issue with the TV)

Just disconnected multiple times a day........really frustrating.

After having an engineer visit 4 times in the next 5 days, the problem was passed to a 'trouble shooter'.

It took him another two weeks to locate the problem.

He found a newly installed cable was passing right next to a high voltage transformer and causing interference.

He kept us informed every 2nd day of his tests and search to find the fault.

The following month True credited my account for the 3 weeks it took to locate the problem.

You are lucky that they credited you back..

Normally, they would say sorry and continue to charge you for non-existent service.