| by lesc, 01 May 2008 |
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I've been with Demon for over 5 years (ever since we got broadband up here), I was keen to support a Scottish company, but sadly, I am about to cancel the service. I can only echo others' comments - expensive for what you get, seriously poor service from the call centre in India, unprofessional staff, appalling liaison with BT & a sense that they just don't give a fig. They used to be fab until they offshored their support. I have nothing against offshore callcentres, the guys at Netgear are FAB. My recent highlights include: 2 outages of over a week in the past 3 months, broadband dropping out at least 6 times a day during the past 3 months, unannounced visits by BT engineers, 3 new routers (curtesy of Netgear) because they blame the router every time, & best of the lot.....a downright refusal from any member of the UK demon staff to speak to me on the phone, their response to my desperate pleas for escalation was to get an Indian supervisor to call me 16hrs later than promised.
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| by steve, 29 April 2008 |
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Demon are second to none in their ability to be useless. I urge anyone with demon to go elsewhere and anyone thinking of using demon to think again.
The last 12 months with them has been hell!
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| by Geoff C, 12 April 2008 |
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I've been a Demon customer for over 13 years. Technically OK. But twice I've had invoicing problems, and both times Customer Service has displayed breathtaking incompetence. "Yes sir, this will be corrected on your next invoice", month after month (I'm in month 6 at the moment). Perhaps the staff are only interested in making more work for themselves. Avoid Demon.
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| by neil, 02 April 2008 |
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I am currently with Demon and it is the single most, apalling, pathetic and pitifully ran customer service/technical assistance/staffing company I think ive ever come across.
Please, if your reading this and considering using them, think again, it will be a stressful waste of money and time.
I pay for an 8mb unlimited line (the truth is its 50gb capped), the line ran fine at 7mb for 3 months, then 4 weeks it dropped to a ridiculously slow speed - I am an ADSL engineer by trade so knew exactly what the check. All tests were done and even had a mate who works for BT round to test the internal phonelines. All fine. Speed being achieved was near 56k dial up modem speeds.
On reporting to demon tech help (they dont have a clue what technical support is) they told me they want speed tests. I provided them proof of slow speeds. They asked for more. They then dont respond to emails, they hang up on you on calls and never act on instructions. they wont even give me a fault reference!!!
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| by keithbrueton, 25 January 2008 |
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Ive been a Demon customer since 1991 and ended up with 3 business and a home account. No problems up till last year.
The call centre was switched to India. DEMON SEEMED TO HAVE BECOME TOO BIG FOR THEIR BOOTS SINCE THEY MERGED WITH THUS Plc.
I Have terrible troubles just speaking to a customer services adviser and i have ended upo cancelling all 4 of my contracts in favor of another provider who offred th esame deal with a static IP address at half of
the price and with a UK based call centre 24/7 for free.
WAKE UP DEMON LISTEN TO YOUR OLDEST CUTOMERS WHO ARE NOW TALKING WITH THEIR ACCOUNTS
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| by Jes P, 05 December 2007 |
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The lack of response from their so called customer services department is appalling. They don't reply to emails and they don't listen or take any action when you finally get through to them on the phone. I'm trying to cancel my service and i bet they can't do that properly. Don't go near them.
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| by dave b, 15 October 2007 |
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I cancelled my account mainly due to really bad speeds. An average of 1 meg for an 8 meg cost. Any complaints were not taken seriously. The call center in India was appalling and seemed to read off scripts.
After holding on for ages you would explain everything only to have your call dropped and you would have to call in again at a rather large cost. They refuse to call you back even when it is their problem. Their dealings with bt seemed shambolic and ended up with me losing my phone and internet for 2 weeks. Oh and when you cancel the customer care man shouts at you down the phone. And the question is why would you pay £25 a month for all this when you can pay £7.50 for much better service elsewhere?
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| by Teck, 10 May 2007 |
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A good solid service but, when it does go wrong the technical support staff, based in India, are extremely difficult to contact as Demon cut you off and refer you to the Text helpline. This doesnt help if you don't have web access. Also the support staff dont have anywhere near the skills that the UK based staff had.
My email has been down for 8 hours during which time I have been unable to contact anyone and had no reply to my Text Chat live.
At least BT answer the phone!
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| by Chris E, 19 April 2007 |
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Demon are great until you want to cancel your service. In my case I was moving house and I had a cable line in the new home and they refused to cancel the contract even though I could not recieve an internet connection from them for 7 months. Even after the 12 month time I have phoned and written to cancel and they still have not acted on my request. I would never use Demon again, their customer service has been very unhelpful. I would point out when using them they are great, I had no problems until I wanted to cancel.
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| by HippyChippy, 08 April 2007 |
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Connection slow and unreliable since 'upgrade' to 8mb last year. Calls to Mombai customer service frustrating - have had to rewire phone socket, buy new filters, pay for replacement modem CD (despite having downloaded & installed same drivers over the 'net) before they'd get BT Wholesale to check the line. Now that's done, average connection has dropped from 6.2mb to 1.2mb! Think I'm paying over the odds for a distinctly unspectacular service, so will move to a cheapo 2mb deal.
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| by VazMan, 26 March 2007 |
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Service is poor. Appointments have been made with BT via Demon. Demon does not phone back to confirm appointments, hence appointments not met. Phone them up and on hold for a long time and then the line goes dead. This is poor service and I would not use their products again. I have had slow connection for 2 months and the fault is still outstanding. Customer service is not their strong point! I wanted to know who will contract me when an appointment is made i.e. BT, Demon, both or none! , I got 4 different answers from Demon depending upon whom I spoke to!
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| by Julian, 13 March 2007 |
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I have used Demon for many years, both dial-up and broadband. It has always been available and trouble-free. I recommend them highly. The very few times I have had to call them for support, they have been very good; calls are at standard land-line rates.
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| by Max W, 08 January 2007 |
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A solid no frills service. Connection is excellent and in 3 years we have had little outage. Importantly their technical support people are efficient and friendly too, and are UK based. they are not the cheapest but they are reliable in our experience.
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