Terrible Occom Service
Switched to Occom from iinet, as the apartment I moved into only supports redtrain and the previous tenants were Occom users.
3 weeks ago my unit had an internet outage, called Occom and their technical support teams recycled the same message "have you turned your router on and off again?", before asking me to be placed on hold while they search up a tutorial on their systems. (I've spent a collective 14 hours on the phone with their team through this problem)
Patiently waited for 2 weeks, while being called daily by their support team on the same script, concluded it was a redtrain equipment fault and regarding calling a technician, asked me the "customer" to contact the wholesaler and organise the bookings. Mind you, only the SERVICE PROVIDER has access to a portal that can BOOK a time with the WHOLE SALER.
Redtrain then told me to talk to my service provider, as they are the party receiving the payment not the wholesaler. Occom rejects this and states that they are only the middle man and only the customer has the authority to book an appointment with the wholesaler.
I eventually contacted the TIO, they sent a warning to the service provider. 24 hours later, a "senior" agent told me that a technician has been booked within the next 5 days. But unfortunately a technician cannot be sent out for a "green level" ticket and can only be sent out when there is a major outage in the area and then can swing by to fix my issue as a second priority.
A red-train technician heard my story over the phone and got so tired of Occom's bs, he personally came out on his day off to fix my problem in 30 minutes, updated the ticket and left.
Occom then called me, telling me to be grateful for their assistance in this regard and to confirm that this ticket has been finished and any future problem is not their fault. They also asked to leave a 5 star review.
