We all knew that Kingston Communications offer an expensive and dire broadband and telephone service. Karoo have recently had to pull the plug on disconnecting customers without any warning or evidence of copyright infringement. They can afford to be like this because they’re the sole provider of telephone and broadband services in Hull, and they’ve made it far too expensive for competition to move in. Their monopoly means they can treat customers how they want. Customers have no option but to be without telephone and internet services if they want to ‘take their money elsewhere’ as punishment for a shoddy service, as there is no ‘elsewhere’.
I’ve recently been trying to get a phone line and broadband installed for my student house. On 31st July I phoned at 9am and they carried out a credit check. I was told this would take until the 3rd or 4th of August at latest, and that they’d phone me back with the conclusion. On the 5th I received a letter informing me I must pay a £100 ’security deposit’ if I wanted to be connected as I either had bad or no credit rating, and that this wouldn’t be returned for 12 months. I presume it’s the the latter as I always pay bills on time. It wasn’t quite as straight forward as this however.
Karoo received a phone call from me requesting to pay £100 to them by card. I was told that this wasn’t possible, it had to be a postal order or cheque. I don’t require a cheque book, I’ve never wrote a cheque, not one company I use requests this as sole payment. Postal order was my only option. I was told I could speed the process up if I took my postal order to their office in Hull. The people downstairs would simply give it to the people upstairs. I promptly set off, having to pay £10 for the privilege of purchasing the postal order.
Once I arrived at the office there were three technical support staff, only stationed there for pre arranged appointments. Along side them were a bunch of telephones where customer service could be contacted. I spoke with the staff who wouldn’t take my payment upstairs, instead gave me a prepaid envelope and insisted I had to send it there. When I glanced at the address it was in fact that same office building.
This is where I am to date, 6 days on without even starting to set up my phone line and broadband service. I don’t even have an account with them yet as they won’t open one until the £100 is paid. They’re able to exploit their customers because we literally have no alternative. We have no market competition to turn to in order to punish a bad company. Ofcom desperately needs to step in and change this situation.
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