The migration of Liberty Global's fixed line systems to Vodafone Hungary is not entirely problem-free, at least as evidenced by the gradual increase in customer complaints since mid-spring, which have now flooded the telecommunications company's social interfaces.
Almost without exception, customers call attention to the unexpected operation of fixed-line infrastructure, such as the outage or slowdown of Internet service, and the lack of they complain about various problems with the TV platform (stuttering, malfunctioning CPEs). A protracted internal troubleshooting process appears to be a recurring problem, so restoring services in some areas can take long hours and, in extreme cases, days.
However, the response to Media1 suggests that the core elements of fixed line services (quasi-fixed core network) are still operated by the previous owner, Liberty Global, while the new owner, Vodafone, is already responsible for the quality of the service.
Media1 also asked the National Media and Communications Authority (NMHH) if they had experienced an increased number of customer complaints against the service provider. In its reply, the authority described that the number of complaints about the service provider had doubled in recent months compared to the same period last year. However, when examining last year's figures, it was not entirely clear how complaints about Vodafone and UPC services, which were still operating as separate companies, were calculated.
The chapter on quality targets in Vodafone Hungary's General Terms and Conditions sets a target error correction interval of 72 hours commonly used in the industry, but this is only accepted by the service provider in up to 80% of cases. In the case of telephone customer service, the company undertakes to connect the clerk within 60 seconds (live login) in 60% of cases. The fact that the customer also has to wait 5 or 50 minutes to wait for an agent is irrelevant under the terms of the contract.
Vodafone otherwise provides 98% annual availability of its fixed line services, ie a maximum of slightly more the service may be suspended for a week for technical reasons. In the event of an annual outage exceeding this, the service provider may be required to pay a penalty or, within certain limits, the subscription contract may be terminated.
Gellert is Technology Editor at Counting News Media and contributor at other major tech publications. Her interests includes testing new gadgets and reading.