Compass Communications Limited

Very slow dealing with queries and Internet issues. Bad enough you can't use the 0800 toll free from a mobile so you would have to call the 09 number which uses up all your minutes because it takes so long to answer the phone. They need to have a answer machine stating you've reached them after hours, but instead waiting on call thinking you're in que.
You get a text message to go on chat instead of waiting on call, but that's just as bad. Just soooo slooooow! Please improve on your customer service or hire more workers to deal with queries. Not a good start during sign up for this customer.

My experience with compass communications was one of the worst experiences I’ve ever had with a internet services provider, terrible customer service, poor internet quality (constantly cutting out, slow speeds), and expensive! M I was with a different provider who were great and then Compass took them over and it all went down hill, the transfer over was awful, had to fill out multiple forms cause they lost them, then charged you late fees, all the while the internet connection since they took over barely worked. All they cared about was taking your money, they didn’t care about you as a customer or even about providing a quality service. Trying to talk to someone took hours and I kept getting this guy called Dale and he was just the worst, he constantly lied, I ended up switching to emailing due to the constant lies. They also lied and did not follow through with what was agreed by my previous provider and they hiked the price and then provided a worse service. I wanted to support a local NZ owned company, but don’t go with Compass, they are the worst company around, I was so glad to be rid of them.

One of the best Internet Service provider in NZ, they also have their own data centers and Managed IT solutions as well.

Great price for broadband and landline, but service, if you have a problem is less than stellar.

No customer service. I tried for a month to pay the bill.even without internet. Noone will answer the help lines. They don't want customers.

I have been dealing with one of your customer service team via your Facebook page called Matt. He has been absolutely wonderful, helpful and really fast at getting back to me and sorting out issues that have arisen. This guy is such an incredible asset to your team! Every company should have their own Matt

If I could give less than one star rating I most certainly would. The customer service from this company (when you actually get someone) is beyond a joke, no two support team can give you the same answer, most of the time you are going to be given misinformation from someone. The continued drops in the internet are a daily thing. Then they have the cheek to offer you a new upgraded modem as long as you sign into a longer contract. Bit of a laugh that you expect full payment of an invoice for a service that you can't even provide to the full extent. Avoid this company at all costs. Before they sold out to this disgusting company I had no problems with my net nor getting help from their awesome team. Now its like pulling teeth.

Been charging me late payment fees even tho they set ther amount for the direct debt as for a refund of these fees and I would rather pull teeth. Time to take it further

Been trying to get in contact since Friday! WiFi connection has not been working since Friday and on call right now waiting to be answered. 4 days with no WiFi connection but still have to pay on time is not acceptable.
This has happened numerous times but this is the longest the connection hasn't be working.

Terrible customer service you will get here, there was some team lead with name preyuna something was not understanding what the issue is and giving baseless solutions. Trust level from the Compass Communications is now gone, they are good for nothing just taking money and not delivering the services

Am not happy with the service after payment was made, I am still waiting for my cellphones to be unblocked, i was told that they would be working after an hour, I am still waiting, this was paid this morning, i have a child and with no phones I can't ring out to any numbers including emergency calling, this is absolutely disgusting of this company.

This is the SEVENTH time in the last week that the connection has dropped suddenly. Usually it's after midnight for almost an hour. This time it was for 15 minutes. No explanations, no apologies. I'm at my wits end and seriously considering looking for an alternative.

The worst customer service EVER! We've battled for years with over-charging from this company. Kelvin Hussey (the CEO) promised a credit but three plus months down the track, with follow up emails (no response from him), still no credit. I even copied in one of the Board members. I'll now be lodging a complaint with the Telecommunications Dispute Resolution. Sigh.

Internet was slow and patchy. They hardly ever answer the phone or read emails. My average internet speed tripled as soon as I changed ISP.

We were transfered over from Speedster to Compass. It was not our choice to change providers and no contracts were signed. Service has been appalling.internet constantly down and the phone often wasnt working.
I wouldn't recommend them EVER!

Call backs not even, I waited days and still no call backs and pre pay plan $3 a day and on website it says no Bill's or late penalties.hmm.i got disconnected due to negative balance and i was still getting charged for wifi I wasnt using.poor customer services as he said he'll transfer me, sounds like he put me on mute and waited until I hung up then all of a sudden they hung up and no bother ringing the customer back, my number wasnt even in private.

Shocking service. I elected to pay by credit card and they loaded my details and failed to take payments but sent me harsh threatening texts saying they would cut off my internet and charge me a fee- which they did but after I complained they reversed it. A couple of months later had to reload new credit card details - their portal wouldn't let me do it. Phoned 5 times, no call back till after they cut me off and again charged me a further late payment fee. Since then 3 emails and 4 attempts at trying to get through to reverse the fee and I'm still waiting to sort it out 4 days later! Would not recommend - impossible to talk to anyone and when you do they have no idea about customer service. Why charge customers late fees when your portal doesn't work properly. Finally emailed Kelvin Hussey who runs the company and finally got a response and things put right. But it shouldn’t come down to that - they clearly have issues!

Why don’t you display outage or network problems on your website? If you do, they’re difficult to find. I’ve had a problem all day with connectivity and I’m still unsure what’s going on. Unfortunately, most outages appear to happen over a weekend.

Wouldn't recommed
We have nothing but trouble since we got the internet though these guys can never get though when we ring over charged for internet witch works once in a while.

Sort it out compass

Very poor service, multiple phone calls, long hold times, promises of call backs, $120 bogus charge on my bill, bill arrives on the 19th of August due on the 20th, no resolution in time to pay bill
EDIT: still waiting for a call back 4 days and counting. Luckily our contract with them expires in october
EDIT: still waiting!