Comments on: Ziggo support

By: Margaret

Margaret — Tue, 26 Jan 2010 11:14:43 +0000

Did a search for “talking to Ziggo” and found your website. In NL. In English! Ziggo really has lowered the bar on customer service. Can hardly wait to see what my phone bill is for trying repeatedly, and failing repeatedly, to get my internet back.

Actually, I do have it now but I don’t know for how long. Getting back onto the internet involved technical things that my boyfriend knows how to do. In my understanding it was this: he spoofed an IP address so that Ziggo’s dynamic IP system would assign me to another gateway. The problem, as it appeared to him, was that the gateway assigned to me was not working. By switching me to another gateway, the problem was solved. Unfortunately, the solution is fragile: if there is a power interruption, I get kicked back to the old gateway and my internet access disappears again. For most of January, I’ve had no internet. My boyfriend estimates that there would be 200 to 500 people affected by the malfunctioning gateway. It’s Ziggo’s gateway that’s malfunctioning: this is important, and I cannot get through to customer service that there is a problem.

Every time I call customer service to tell them that, they check the connections – at my end only! – and tell me everything’s fine and there shouldn’t be a problem. When I tell them that there is indeed a problem and it’s at their end, they promise to check it out, then put me on hold to listen to music for 10c/minute and then cut me off. (…Oops!)

I’ve called so many times I almost know their script by heart. Nothing I’ve said has got through to them. They insist that the problem is at my end, although they’ve no idea what the problem could be, because it all looks “just fine” to them.

So, I stopped wasting time on calls to Ziggo and made a call to another ISP. I’d guess 200 to 500 more people are doing the same thing.

By: amouria

amouria — Sat, 26 Dec 2009 00:02:22 +0000

any chance to communicate with ziggo in english? it is weird that they claim to be international but no word in english on their website. what to do if you are required to live in the hauge but unable to find a decent english langauge speaker in ziggp. any suggestion?

By: David

David — Wed, 18 Feb 2009 14:35:52 +0000

Just to keep this discussion alive…. 4 month after the last post the service of Ziggo remains unchanged. In my case I have relocated. It was within same town and in modern quarter so you would expect reasonable infrastructure is already present. Ziggo say they need 4 weeks to relocate me and they charge 30 bucks for that. Unfortunately they do no say in which four weeks of the year they can do it. After 2 and half month waiting, calling (yes, I had to wait in the line, sometimes being dropped off too) and paying there is no change at all. The biggest joke of all – I got even advice from their customer service to cancel my contract sign new one. Obviously, who cares existing customer.

By: Walrus

Walrus — Wed, 29 Oct 2008 18:34:52 +0000

As a recent arrival from the USA, I’ve enjoyed every part of my Dutch experience except for my 10+ hours on the phone and skipped appointments by ziggo. I’m now paying for services that I’m not receiving, and since I don’t have a phone to call them and don’t want to waste any more cell minutes on hold. I’m now struggling on how to fix this situation. I thought customer service was poor in the US (outsourced to India), but Ziggo has lowered the bar to unimaginable levels and makes me wonder how this company is still in business.

By: Drukstylz

Drukstylz — Wed, 24 Sep 2008 16:49:26 +0000

Well, I doubt I will get to know Ziggo, a week of little to no internet and customer service that takes 30 minutes of waiting in line. I’m changing my ISP I hope Ziggo gets mugged and beaten while wandering the streets.

By: B10[m|g]

B10[m|g] — Wed, 20 Aug 2008 07:54:25 +0000

Clueless Ziggo Helpdesk…

I don’t seem to be the only one who didn’t like ziggo’s customer service …

By: suzero

suzero — Sat, 14 Jun 2008 09:10:48 +0000

That kind of customer support seems to be the norm nowadays. As I am moving house I’ve had to call a lot of companies and where some of them shine in their genuine politeness and desire to help (Nuon was one of the really good ones, which actually surprised me) many others were downright rude, sighing and tutting just like yours did.

I recently requested a new internet/phone connection via Telfort and the lady on the phone spoke to me informally, as if I was a friend of hers. That might have been pleasant were it not that she is apparently rude and impatient with her “friends”.

My connection is in a big office building with multiple companies, so I tried to explain that my unit had its own “KPN connection point” and she got very pissed off asking me incredulously, “Where the hell do you expect me to input that information? I have no field for that on my screen.” Her tone was most unfriendly by this stage. I prayed that her employers were listening in on the line… but they’re probably too busy thinking up stupid ad-campaigns.