ADSL down again for days
On the early morning of Thu the 16th of May, my phone line went dead yet again after a few days of dwindling. The fix phone was absolutely silent while the modem ADSL light was permanently red.
I called Barefoot. They went through a long procedure while keeping me on the phone only to declare that everything is okay at their end even if they could not even call me on the fix line.
They would log though a fault with Telstra for my sake but I may have to pay the copios Telstra's fees for intervention just in case I tinkered with their distribution box which I have no idea what and where it is.
I have no contract with Telstra and don't want to deal with Telstra. I want Barefoot to fix their faults in 48 hours at most as it should.
So, in the past few months this is the second time I have no Internet for days. I cannot work because I work from home. I cannot watch my shows or Netflix. On top I'll have to up my mobile bill to buy additional data.
I had enough of calling Barefoot only for them to blame me, the customer, because they cannot properly diagnose the line from their end.
It's not good when the customer service claims their systems are okay when they clearly aren't or when they claim, as last time, that they measure 6mb/s, which is no reason to complain!, when I was measuring 3-4mb/s with Telstra's own speed test.
Besides, when I asked last time to be compensated for the time, effort and money lost during their failure to fix the line two weeks in a row while asking me to buy and replace modem after modem, they were prompt to tell me that they have a policy in place that limited compensation to a few days.
Now, more than 48 hours later, Saturday the 18th, the line is still dead and will remain most likely so until Tuesday.
The reason I have not cancelled yet Barefoot is that I fear it could be even worse. But if Barefoot continues to be increasingly unresponsive, unable to diagnose a defect but trying to threaten me, the customer, with Telstra's rich fees, I'll simply terminate the contract with minimum notice.
Unreliable internet - repeated hours of no wifi during peak times with no explanation or discount offered. Waste of money.
I'm in Brisbane, CBD, Saturday night at 8
8:30, no internet, again, and no one available to phone. This is the 4th time in just a few weeks.
Thankfully this hasn't happened while I've been working yet, but I cannot afford the risk.
My internet constantly drops out, especially at night and I have to tether my phone. I called about it and it seems like an overly complicated process to see what the problem was including me having a Ethernet cable which I don’t have.
Their delivery and connection dates were earlier than expected.
Their tech support line is answered immediately and your not left on hold for hours waiting, like with other internet providers.
All of my technical issues have been resolved promptly by helpful and friendly staff.
Grateful to their customers
When calling Barefoot there are very short if not non existent wait times and the staff are extremely helpful and professional. When issues have occurred they have been dealt with quickly and professionally putting costumer satisfaction first.
Good so far
I haven't had any issues with internet and it was easy to connect and set everything up. So far internet has been stable and normal speed, with the usual slow times after 5pm as with every other provider I have had in the past. I only had only issue with getting my new SIM card with them and they made a whole month of my life really difficult without any proper solution but for me to return to my old phone provider and their customer service is not great.
No thrills, No Fuzz, No Buzz but it is Cheap
I have been with a barefoot for a few months now after shopping around for a good broadband deal until NBN arrives. On the price they are very competitive and for service we have not had any outages but my word the service is sooooo slow. I have not had a slower of any provider compared to them.
Terrible speeds every night
My internet is basically unusable at night, slowing down to <1mbps (speed test) and then sometimes gets stuck on this speed during the day too. Customer service is only available until 7pm which is extremely frustrating for those who work long hours and means I can never call when the speeds go down. Repeated troubleshooting hasn't worked. I understand they rent the lines so their customers get booted off the bandwidth first. I'm not organising to change providers.
Worst Experience ever with ADSL barefoot
I just came back from my holidays a month ago and decided to pair up with this company as i've previously done a nbn service with them. i must say a lot of things has gone horribly wrong.
1. Arrogant staff:
I politely asked if there was any discount or offer for a returning customer and the staff sounded angry and wasn't pleased at offering it to me.
2. Poor communication between staff
Sadly the staff could not pick up my address (if there was nbn or no nbn offered at the building). I was eventually signed up and was told there was an issue with the building (line disconnection fee) and needed to wait approximately 20 business days for the line to activate. No communication or follow up until the last day of the 20 days and was told i need to fork out additional $200+ to get the line re-install and wait another 20+ days. This was totally ridiculous. After having enough of this i decided to turn to another ISP.
I'm currently with TPG and i must say they were really polite and friendly. There was constant communication and follow up on the status on my installation. It took them a total of 3 business days to get everything sorted out.
My biggest regret was coming back to barefoot. Have really wasted my time and energy with you people that can't even get your processes right.
Do NOT choose this ISP
I used this company for over a year. The service constantly dropped out and if I wanted to get it fixed I had to risk a very expensive outcall fee if I was found "at fault". On top of this, the service did not work at all for the last month, but the bill kept coming. And now, after having canceled the service more than a month ago, I am still getting my bank account debited by this company!! I even received an email confirmation from them saying that my account was closed, but I am still being charged. DO NOT USE THIS COMPANY. My overall experience is rated at 0/100. I literally feel robbed.
Took a while to get connected
It took a while to get my service connected as Telstra kept rejecting the order from Barefoot saying there were no ports available at my address. I nearly cancelled the order because Barefoot couldn't guarantee any ports would become available. Eventually (3 weeks later) Telstra managed to "release" new ports and the service was connected. Connection is good most times although sometimes it can be a little patchy when you watch Instagram stories or if 2 people are streaming at the same time.
Typical "its not our fault", but happy to charge for services not provided
When will telcos be held accountable for "services" they charge for? 2 months with no connection so closed account. No offers to refund, just the usual "we can troubleshoot" but you might have to pay for it depending on what we find. No thankyou im not paying to fix a bad line on a rental, in which we supposedly pay a "rental" fee for the line.
Day we cancel acccount we get a bill for another month, Barefoot sends an email stating they will refund. Blatant theft of our money
Terrible connection from the start, if it rained... no connection. Hot day.... no connection etc...
Great Service & Product
Very easy to contact the company and you will be answered by an Australian who understands the issue and wants to help.
The only hiccup I had with connecting my service was finding the correct port to plug the modem into. The guy I was speaking to on the phone was very patient and fully prepared to stay on the line while I went round my new residence trying each one I found.
Have been up and running nearly three months now and my ADSL connection has been outstanding.
The biggest thing for me is how easy the company is to deal with. Contacting them is easy. They are efficient and friendly and the whole process is always so simple. I cannot fault any of the dealings with the barefoot team including a difficult intial connection, moving to a house with no address, and missed payments.
Connection has always been reliable, despite living in a bad area and I haven’t had any issues with the service.
Useless company. 5 Weeks without service. Why is it never their fault?
Ordered ADSL2+ internet more than 5 weeks ago, and I still don't have any service.
Called customer support and they kept saying it's not their fault and they can't do anything about it, and tells me to keep waiting.
Find another company!
Great value & personal Australian service
So far I am 100% pleased with Barefoot Telecom. All seems to be reliable. No dropouts.
I've only ever phoned for a query or support, both of which have always been happily and efficiently managed by Australian based staff and with lovely customer service.
Stay away! Will never give you any service, LIE to you, then REFUSE to refund you, and then blame yo
All email exchanges and correspondence with Barefoot have been uploaded to an image hosting site for reference and evidence, to prove that this review is unbiased and supported with claims
I will check back regularly to see if the link is still working, if not, it will be re-uploaded.
Let me address each point one by one from the title.
First of all, do NOT believe any of the positive reviews, they are all fake accounts made by Barefoot to boost their own score on ProductReviews.
If you click onto each individual profile, you will see that all the accounts which gave positive reviews were created on the day (or one day prior) of the review, WITHOUT reviewing anything else. Barefoot does this daily to keep their scores up against the numerous bad reviews.
Now onto the actual review
(All points addressed will have evidence provided to keep this review unbiased)
*****1. No Service.
Placed the order on the 14th September, received an email from Barefoot on the 18th, saying the order is being processed, and I will hear back from them in 3 business days with an update (Which never happened, no updates were received at all)
During this time, as I had an old service active, I emailed Barefoot, to delay the activation until the 27th September, in which they agreed, and stated that the billing cycle will not start until the 27th September.
On the 27th September, I emailed Barefoot again, as there was STILL NO internet, I received a response from Barefoot confirming that there was no internet indeed.
*****2. Barefoot LIES to you
At this point, I was extremely fed up, so I called Barefoot to get some answers. The customer support team tells me that I have no internet, because the request is being rejected by OPTUS, and when I ask why, they said they have no idea why, and they are UNABLE to find out for me.
When I asked why I haven't been updated about the requests being rejected, they told me that they HAVE notified me through email and SMS, but due to a systems error, I didn't receive it. At this point I requested a callback from a supervisor, and I was told I will receive a callback in 15 mins.
After about 45 minutes, I finally get a callback, they told me that, the internet is done through TELSTRA, not Optus (You don't even know which company you are providing internet services from??)
Furthermore, I was then told that there was NO systems error, and they DID NOT notify me.
When asked why, they replied that "there was no need to notify you, it has only been 10 business days since you signed up, this is within our reasonable time frame not to provide internet."
I asked them: "In the email, you said there will be internet on the 27th September, why is there still no internet"
They started to stutter on the phone: "Well umm, look mate, uhhh, when we say the 27th, we don't really mean it's actually going to start on the 27th, it's just an approximation mate"
I was furious: "There was no mention that this date was approximate in the email. What's the approximation? A few days? A week?"
Barefoot replied: "We don't know."
I then asked, "Okay then, when will I have internet? Can you give me a guaranteed time?"
They said: "That's hard to say, it can be another 2 weeks, 1 month, we don't know."
I replied: "So you're saying, that I may never ever get internet, forever, and Barefoot has no legal obligation to do anything about it."
Barefoot: "Yeah, that's right, when you sign up, you signed all your rights away in your waiver, it says that we don't have to provide any services to anybody within any time frame, without any consequences."
*****3. Barefoot blames their problems on you
On the 28th September, Barefoot sends me an email saying that my service is active, I immediately setup my modem, and it worked for a few hours, and then it suddenly stopped working (DNS server stopped responding), no matter how many times I restarted and re-setup my modem (With a CD and manually)
At this point, I was mentally exhausted having to deal with so many problems with Barefoot, so I called them immediate to cancel the service and refund my charges.
The person on the other end was extremely hostile
Barefoot: "This is most likely not our problem, your modem is probably broken."
I replied: "I am fairly sure that's not the case, it was just working fine before."
Barefoot: "We've had lots of people with a working modem, and then they suddenly just broke for no reason, it happens."
I replied: "I find that hard to believe, that's ok, I will ask for a refund instead of dealing with Barefoot."
Barefoot: "Look mate, why are you changing companies? You can't just run into some problems with a company, then change companies, all the other companies will have the same problems as us!"
I replied: "I want a refund, and if not, I will be reporting this issue to the TIO."
Barefoot: "If you report us to the TIO (Ombudsman), we won't refund you, we will just wait for a letter from the TIO."
(Barefoot THREATENED to not refund me if I report them to the TIO (Ombudsman) )
I replied: "Ok, I won't make a report if I receive a refund."
They said they will pass the information onto the billing team.
After the call, I took the modem to my friends house, it works perfectly.
(I had to make sure, because after all, if it is my issue, then I can't blame Barefoot)
*****4. Barefoot REFUSES a refund.
I receive an email on the 4th October from Barefoot, saying that, they still haven't charged me $59 for the line connection fee, and since I owe them $59, they will NOT be processing a refund.
That's completely irrelevant, Barefoot insisted that they don't provide a stand-alone internet service, and they insisted that they connect the line for me.
And I have not received a SINGLE BIT of service from Barefoot, so it's irrelevant whether the line is connected or not, because there has NEVER BEEN an internet connection.
Barefoot will use any excuse to get out of refunding you.
This report is more than 1300+ words and has taken me over 2 hours to write, no person in their right mind will go out of their way this much to write a report like this, unless they deem this to be the most appropriate action after being BULLIED by Barefoot.
If any PR from Barefoot wants to respond to this, and has trouble finding which points to respond to, I will make a summary for you.
1. Why has Barefoot told me the internet service is provided by Optus, when in fact Barefoot's internet is provided by Telstra?
2. Why haven't I received any updates within 3 business days as stated in the email by Barefoot? (not just 3 days, updates AT ALL)
3. Why didn't I get a callback from the manager in the stated time frame?
4. Why did Barefoot lie to me and say that you DID notify me, but there was a systems error, which caused me to not receive any notifications? (Then later admit that no notification was ever actually sent)
5. Why was there no internet on the 27th September as stated in the email?
6. Why did Barefoot tell me, the date of the 27th September is just an approximation? When in the email, it doesn't state that this date is an approximation?
7. Why did Barefoot blame me for having a broken modem as the reason for the lack of internet, when the modem works perfectly fine? (Modem tested at another location)
8. Why did Barefoot threaten to not refund me if I make a report to the TIO?
Great customer service
Very good service from Barefoot - quick and friendly. Unfortunately ADSL speed was very slow due to the local connection and internal house wiring :(( Have to cancel because of this, but I'd still recommend Barefoot!
Great Internet speed and friendly service. They do direct debit from your account so you don't have
Quick Internet. Always friendly service and they are Australian on the phone. Payment is direct debit from your bank which I enjoy because I don't have to worry about paying a paper bill. Never had a problem. Been with them for 12 months. I stream Netflix with no issues.
You let us know when it dropped and back to normal.
The connection is very reliable.
Yes we experienced dropouts, thought it was the connection, just about to reset the modem, when got a text notification from Barefoot.
I really appreciated the notification, when dropouts and when recrified.
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