can't reach pccw termination line from line to be terminated

[AsiaJason]

Anybody else had this problem today?

When I try calling:

1000, 2(Eng), 6(other), 3(eye/fixed), xxxxxxxx#(tel#), 3(terminate)

it hangs up when calling from the number to be terminated? I tried many times throughout the day, and same behaviour.

but when I finally called from a mobile (which is poor service from my location, so don't normally try this)- it seems to work fine?

lol. that's real good stuff, pccw!

[AsiaJason]

oh, and apparently - despite having a line to help you terminate, you can't do it over the phone. They have to send you a letter, then you have to send/fax it back.


Anybody try just sending a piece of paper with name/phone/"terminate" on it before?

[ghkg]

walk into customer service , get a form and submit it to them.

[madmax77]

Been there. Tried to cancel Netvigator for 6 months or so. Eventually I went to PCCA store and did not leave until they put me in touch with customer service and I got it cancelled.

Will never get any service with them.

[Gruntfuttock]

walk into customer service , get a form and submit it to them.

Last time I tried that they insisted that they didn't have any cancellation forms and that I had to call to get one. Getting through on the phone is difficult. Then they promise to send one and it never arrives. Repeat a few times. Eventually I had to go back to the shop and do the "I'm not leaving and I going to get louder and louder and scare away all your customers unless you let me cancel this service" act.

It is an absolute nightmare - I really don't understand how PCCW thinks that they get more benefit from delaying terminations by a few weeks than they lose by the enormous bad feeling they generate.

[Proplus]

oh, and apparently - despite having a line to help you terminate, you can't do it over the phone. They have to send you a letter, then you have to send/fax it back.


Anybody try just sending a piece of paper with name/phone/"terminate" on it before?

Makes sense really, stops trolls inputting some random stranger's phone number and it terminated there and then.

[Cwbguy]

walk into customer service , get a form and submit it to them.

What I did the last time was not only go into the PCCW shop and fill in the termination form in front of the service executive, but I also took a dated photograph of the man with my form as proof and insisted I receive a confirmation email within 24 hours, which was sent.

As expected on termination day the service was not terminated, and a months payment taken out of my account

I called them and received the usual bs about them not having received my termination notice. I then sent them the confirmation email with the photo, and miraculously they found my termination letter and reversed the payment, even though the reversal took five weeks for "processing"

When you have a problem with PCCW forget about the customer service hotline and contact the Head of Corporate Communications instead. This is the person who contacted me within minutes of my letter being published in the SCMP, and who solved the problem within minutes.My name and number for her is way out of date, but a bit of googling will turn it up.

This is such a well documented problem that has been occurring for many years with many blogs and letters to the SCMP, including my own, highlighting the problem, but as has been stated here before PCCW simply don't give a toss. If you are the idiot son of the richest and most powerful man in HK you can get away with murder.

[Gruntfuttock]

To give PCCW their due, they seem to have improved somewhat since I last needed to terminate a service with them. As before requests to terminate by phone and by email fail, but going to the PCCW Shop on Des Voeux today (expecting to have to make a fuss) it was actually very straightforward. They immediately produced the relevant 2-copy form which I filled in giving 1 month notice and took the carbon copy away. Took 2 minutes and stress-free, unlike the "angry gweilo" act that was necessary to accept a termination a couple of years ago.

[bdw]

To give PCCW their due, they seem to have improved somewhat since I last needed to terminate a service with them. As before requests to terminate by phone and by email fail, but going to the PCCW Shop on Des Voeux today (expecting to have to make a fuss) it was actually very straightforward. They immediately produced the relevant 2-copy form which I filled in giving 1 month notice and took the carbon copy away. Took 2 minutes and stress-free, unlike the "angry gweilo" act that was necessary to accept a termination a couple of years ago.

Hang on, they havent terminated you yet. Lets see what happens in a month from now if they actually do as promised before you start praising them.

[Gruntfuttock]

I did indeed speak too soon! I withdraw my previous comment - PCCW is still absolutely incompetent. Despite the fact that I submitted my termination form at their shop on August 2nd, with, therefore, an effective date of September 1st, I have just had my credit card billed for service for the period 4th September - 3rd October.

This is getting utterly ridiculous! I have started the disputed charge process with Citibank, and I will not be paying of course, but why, oh why, do they think they can just blandly get away with this sort of stuff?