Nobody cut off half a year, great wall broadband user crash-great wall-IT information

In May of this year, Guangdong Province, acceptance of complaints received by the Consumer Council visit consulting 1289, household electronic appliances, Internet service, daily-use goods class, top 4 telecom service complaints. Only in May of this year, Guangdong Province, the Consumer Council received about great wall broadband network service Ltd (hereinafter "great wall broadband") 9 complaints, involving long-term disconnection, connections does not compliance, no refund delays and other issues.

Question one: Pause service long-term disconnection

Consumers in Guangzhou, Xu lived in wire services improvement network suspended for nearly a month, great wall broadband companies is still not back to the network service. Then she learned that other networks network service has been restored. In mid-April the consumer to call the great wall broadband, contact customer service reply April 30 will inform the maintenance schedule, but there has been no one to contact consumers. May 1 consumer customer service phone call again, waiting patiently answered their, end of May we will inform programming, final consumers still have not received any reply.

Similarly, consumer Chiang residence village of rhinoceros horns introduce wire rectification, in March this year the village suddenly cut off. Consumers and broadband telephone communication more than 10 times the great wall, great wall broadband still can't give you a treatment plan, nor agree to refund, deferral.

Consumers Mr 2014 signed a 3 year contract with Internet broadband 2015 Miss live broadband companies in the area bought by great wall broadband network service. On May 7 this year, consumers began cutting off at home, which repeatedly reflected to the great wall broadband network service, answer "line correction". Last month, has not suggested maintenance and handling.

Problem two: speed standard debugging doesn't work

Deng on May 13, consumer payment 2288 renew and upgrade their own original great wall broadband packages, for exclusive 100M broadband business. On May 16, Deng found that Internet standards, reflected to the great wall broadband. That day and the next day, the companies are sending staff door-to-door debugging, debugging speed is still substandard. On May 17, consumers call the great wall broadband customer service to request a refund, did not get a clear answer, then repeatedly when you call customer service, call prompt customer service busy, on the QQ contact customer service, customer service is also a standoffish attitude.

Chen reflected great wall broadband speeds not only functionally illiterate, consumers, and from December 2015, the network has been interrupted for six months, repeatedly applied for a refund, has not received a response.

Problem three: promises refunds failing to honour

Consumer official website reported on May 16 at the great wall broadband 100M broadband packages, great wall broadband calls the next day, Mr Wu's address cannot be broadband, recommends that the refund applications for the Internet. Mr Wu May 17 telephone customer service and on-line customer service (Guangzhou 1004th, customer service), in accordance with customer requirements provides refund of bank card account number, ID card information such as photos, customer service promised for their refund as soon as possible. Until May 23, Mr Wu has yet to receive a refund, once again, contact customer service, customer service promised May 27 will refund to the account, but it was not until Mr Wu to the provincial consumer complaints, refund has yet to arrive, then contact customer service also did not receive a reply.

Similarly, consumers Mr Zhao on May 19 at 13 o'clock, to 1480 prices for 100M a year great wall broadband network service. Day 14 o'clock in the afternoon, began to cut off the network until May 21, at 9 o'clock in the morning had still not returned. Great Wall broadband website promised 7 days, no reason for a refund, consumers May 20 8:30 A.M. application for refund, commitment for refund will be contacted within 24 hours, after a 24-hour refund do not have any staff.

Cc: great wall broadband complaints handling negative attitude

Consumer Council said staff in response to these complaints, feel free to contact the great wall broadband, and a breakdown of the complaints handling process to transmit content, but great wall broadband rather negative attitude of handling complaints. Repeated reminders by the province, the Consumer Council, the company ultimately rebounded with a 6-bit consumer complaints have dealt with, however, the Consumer Council will return visit, consumers generally expressed views on the great wall broadband was not satisfied.

At present, the province, the latter has to visit consumers once again back to the great wall broadband, require great wall broadband companies to properly handle, all the police handling the case are followed up.

In May this year on the great wall broadband complaints, mainly in the following aspects: promised gifts to delay delivery until the campaign was over and then refusing to honour; three corrective action causes disconnection from the Internet consumer refund claims processing or no clear reply; cut off for no reason, speed is not standard, and the slow pace of refunds.

断网半年没人理，长城宽带用户崩溃 - 长城宽带 - IT资讯

今年5月，广东省消委会共接待来访、接受投诉咨询1289人次，家用电子电器类、互联网服务类、日用商品类、电信服务类居投诉榜前4位。仅今年5月，广东省消委会就收到关于长城宽带网络服务有限公司（以下简称“长城宽带”）的投诉9件，涉及长期断网、网速不达标、延迟不退款等问题。

问题一：暂停服务后长期断网

广州的消费者徐小姐居住地因三线整改网络暂停服务近一个月，长城宽带公司仍未恢复网络服务。随后，她了解到其他网络公司已恢复网络服务。4月中旬消费者致电长城宽带，客服答复4月30日将会联系告知维修进度，但一直无人联系消费者。5月1日消费者再次打客服电话，得到回复让其耐心等待，5月底会告知进度，最终消费者还是没有收到任何答复。

同样，消费者蒋先生居住地犀牛角村实行三线整改，今年3月份村里面突然断网。消费者与长城宽带电话沟通不下10次，长城宽带仍给不出处理方案，也不同意退款，一直拖延不理。

消费者吴先生2014年与互联宽带签订3年使用合同，2015年该宽带公司在吴小姐所住片区的服务被长城宽带收购。今年5月7日，消费者家里开始断网，其多次向长城宽带客服反映，均得到答复“线路整改”。时间过去一个月，始终未有人维修和处理。

问题二：网速不达标调试没用

消费者邓先生5月13日付款2288元续费并将自己原有的长城宽带套餐升级，办理了独享100M宽带业务。5月16日，邓先生发现网速不达标，向长城宽带反映。当天和次日，该公司均派工作人员上门调试，但调试后网速仍然不达标。5月17日，消费者致电长城宽带客服要求退款，未得到明确答复，此后再多次致电客服时，电话均提示客服忙，QQ上联系客服，客服也是爱理不理的态度。

消费者陈先生反映长城宽带不仅网速不达标，而且从2015年12月至今，网络已经中断半年，其多次申请退款，始终未得到答复。

问题三：承诺退款迟迟未兑现

消费者叶先生5月16日在长城宽带官网报装100M宽带套餐，次日长城宽带来电称，吴先生的地址不能安装宽带，建议申请网上退款。吴先生于5月17日分别联系电话客服和网上客服（广州1004号客服），按照客服要求提供了相关的退款银行卡账号、身份证等信息的照片，客服允诺尽快为其办理退款。直至5月23日，吴先生仍未收到相关退款，再次联系客服，客服允诺5月27日退款将会到账，但直到吴先生向省消委会投诉时，退款仍未到账，随后联系客服也未得到答复。

无独有偶，消费者赵先生5月19日中午13时许，以1480元价格购买长城宽带一年100M服务。当天下午14时许，网络开始断网，直到5月21日上午9时仍未恢复。长城宽带官网承诺7天无理由退款，5月20日上午8时30分消费者申请退款，对方承诺24小时内会有专人与其联系办理退款，24小时后仍未有任何工作人员联系办理退款。

省消委会：长城宽带处理投诉态度消极

省消委会表示，工作人员在接到这些投诉后，立刻联系长城宽带，并按投诉办理流程将内容转达，但长城宽带处理投诉的态度相当消极。经省消委会多次催办，该公司最终回复有6位消费者投诉已处理好，但省消委会回访时，消费者普遍表示对长城宽带的处理意见很不满意。

目前，省消委会已将回访消费者的情况再次反馈给长城宽带，要求长城宽带公司作出妥善处理，所有案件仍在督办跟进中。

今年5月关于长城宽带的投诉较多，问题主要集中在以下几个方面：承诺赠送礼品，拖延交付直到活动结束再拒绝兑现；三线整改导致断网，消费者要求处理或退费迟迟不予明确答复；无故断网、网速不达标，处理和退款进度缓慢。