Reviews

When things are functioning normally, no problems, of course. However, when you have any trouble and have to deal with their customer service representatives, prepare to be condescended to, bullied, and forced to wait for days before service is restored. This is the 4th or 5th time I've had to wait 3+ days for them to fix our service, with them insisting that if they decide it's "our fault" we have to pay. I work from home, and not only is it costing me the daily rate of the monthly bill, but also my daily income from my freelance work. They don't care at all about this, and seem to enjoy the power trip of making people wait days.

Quite probably the worst company - in terms of level of customer service - that I've ever had to deal with.

I've had UPC for maybe 6 years and can't complain. Always here if/when the sat dish is out of alignment and the service guys has never been problematic or rude. I get an English speaker on the phone and things get sorted without a problem. Maybe I'm one of the lucky ones but I've been quite happy with the service. I think, however, that they are overpriced when I see what other sat service charge in other countries but that's with everything here I think.

Be aware of UPC. The service its just horrible after you agreement with them, from that point you are lost.
I had internet & phone from them and there were always issues with them. The best think was shortly before Christmas where my internet at & my phone didn´t worked anymore. I called, was for 20 min on hold and then the connection just abrupt. To my dozens of emails I never received any answer. So I had to drive over Christmas & new year to the office to work from there. This went for 6 weeks!! and after I finally I reached someone they just said “it´s your problem, you make somewhere a mistake, your wires are not right connected”, great, such as I am working as a IT analyst, which UPC doesn´t cared. So I called every day, for 6 weeks and finally they decided to come but they said that I have to pay for this if this would be my mistake. And of course it wasn´t. A buffer was broken which was a failer from UPC. So far so good. So I start to write emails, again. Many of them that they have to recharge me my money of course also my extra spending as I had to move to the office every day. Nothing. Not one email since then. 5 weeks ago I moved to a new flat and UPC don´t have cable there so my contract terminated. Now they are writing me emails that I have to pay for internet & phone, they send reminders and they start since few days to terrorize my on my mobile where is an automatic voice says that I have to pay my outstanding invoice! Hilarious! I wrote also emails to UPC Dutch with the same affect, nothing. They don´t reply and I can already see that this is an strategy from them, never answer and start with reminders, threat with lawyer etc. This is high fraudulent behaviour and criminal from UPC side. They did the same with a friend of my but here it was with a satellite dish. They couldn´t bring it on our house from the technical side but they start to sent reminders. They also don´t have a customer service in Praha anymore where I was for the first time. They said on phone where I was at Zizkov that I have to call or sent email. Funny. If they never reply.
Forget this fraudulent company. You will have issues from the first moment.

I have had the upc internet for over 5 years. While their speed of internet data connection seems quite good, there response, service and communications from their call center is horrendous.

I have recently been physically accosted by an outsourced technician (reported to the police) and UPC will not acknowledge, apologize or make ammends in any way for this event. They are something out of the dark ages of communism.

Speedy data lines? Great. Service when it breaks? Wait for a long time and then you will get substandard (and sometimes abusve service)
I will swear by all of this.




www.tinyurl.com/upcattack

If my Internet connection works, then everything is sweet. However when it doesn't, be prepared for some nightmares; such being on hold for hours day after day, problems with billing, etc. The technicians are cool and very helpful (if you manage to get hold of them), it's just that the management doesn't allocate sufficient resources to the customer support. Nevertheless they still get my vote (by default ) as the best ISP in Czech Republic, purely because their competitors are so much worse and there are no better alternatives. Be prepared for potential problems with UPC, but if you need ISP while in Czech Republic UPC seems to be the best choice. Personally I'm grateful for UPC as my ISP, somewhat ironic, but true.

Used O2 (OK but expensive) and Volny (absolutely dire - don't go near) in my previous flat, but when I moved to a building with cable I thought I'd give UPC a go due to the much lower prices.

Overall I am very happy with the service - admittedly it was a bit of a rocky start as they were slow to ring me back regarding installation after putting in my internet order and took me ages to get through to an English speaker, but after that the engineer came on time and I've been very happy with the connection, billing and service ever since.

I think things have improved considerably since though, as when I did recently put in an email request for tech support (which in the end was just down to a loose cable - my fault), I was rung back within 2 - 3 days by a very polite, customer-service orientated, English-speaking agent - a genuine breath of fresh air after years and months of shoddy customer service from so many sources here!

My advice is to make contact initially via email / over the site, and you'll be contacted back by an English speaker within a couple of days, rather than wasting loads of money trying to get through to one on the phone.

Been waiting 3 weeks now for UPC to come and install Internet in flat. Have been called by engineer many times and texted confirmation of install and yet, I have never seen anyone. This after agreeing to have it installed the Monday after I signed a contract. Cannot comment on how good the actual service is, as I don't know yet, but if it's anything like getting it set up, I assume it will work at a snails pace and be forever letting me down!

Lets see, I am now into my fourth month of attempting to contact, and correct the fact that they are overcharging me for a plan I never signed up for, with a name that is not even mine (grossly miss spelled at least) I have spent a total of 14 euros, in call charges trying to talk to somebody, and all they do is take my number, say they will call back, and they never do. At this point, I am flatly not going to pay my bill, and would not recommend anyone take the chance of being overcharged. The system they have is abysmal in its effectiveness for solving even minor customer requests.

I've had UPC for quite a while now -- I have moved my account with them through 3 flats ... no problems. I just take the modem with me to my new flat, and they come, and sign my new contract -- charge me 1kc for the new activation. They even dissed out a bunch of Coax cable for my 2nd flat (drilled through walls, etc... to get internet installed in the flat that didn't have it) ... I had to wait 3-4 days for this.

Support wise, they could probably be better ... I speak Czech quite well and I'm very technical, so I can fix most of my own problems ... if the service is down, the service is down .... or, if it should be working, they replace the modem (1-2 days) if I say it doesn't work.

All in all .... moving into my new flat, and UPC will be my ISP of choice, again.

Just for the record ... I had UPC in the following locations:

Vysehrad (max. days down in 2.5 years = 5 days)
Podoli (max. days down in 2.5 years = 5 days)
Kobylisy (max. days down in 8 months = 3 days) ... this is a former Karneval account

If you don't speak Czech, I can see why it could be an issue ... (calling the English language lines will almost certainly get you a Czech-only speaking person) .... however, if you speak Czech or can get somebody to speak Czech you -- I don't think their service will disappoint.

Tempted by the low prices of UPC, when i moved home, I switched from O2 (then Czech Telecom) which provided a superb service, to UPC.

I experience downtime almost every month.

Today I have no service and every UPC helpline does not even have call waiting. If no one replies, their answer machine says 'call back again'.

We'll be switching back to O2 in December.

The management at UPC need a kick up the arse. Their incompetence is showing.

Their cable service for the telly has been stellar. Not so much as a hiccup over the course of the last year when I joined them. No complaints at all.

The internet service on the other hand, well...
Mine was out for two weeks at begining of July. I called 4 times and tried to get English speaker. Once I was on hold for 37 minutes, then when I was told, by a Czech recording BTW, that I was next in line, I was skipped over and pushed back to number 44 in line.

Then I called their Czech language lines and I got a promise that they would have an English speaking technician call me. This little theatre repeated itself three times over 5 days.

Finally, after 14 days of no internet at home, I wrote a very polite letter, in my butchered Czech, telling them I cancel service and will never pay any invoice, ever again. I included details of my lawyer as for all future contact.

This was sent registered mail Wed July 18.
On Friday, July 20, I was surprised to receive a call from an English speaking technician who fixed everything in 5 minutes... it was their fault, they somehow had changed the settings in my modem. Nice, eh?

Perhaps this could be a lesson for all complaintants in the future? Good luck

From my experience do not use UPC for internet.
They are currently supplying me with 10% of the download speed as in my contract.
I am trying to contact them by phone. I get the usual "for communication in English, press 1" after that I am put on hold. I gave up with that and tried the communication in Czech, only to be told (by recorded message) that there is no one at the client centre!! "Please call back later." I am writing this at three in the afternoon on a Thursday!
And then the billing. I had organised for them (UPC) to send me a monthly bill by email. Which they did not send, and so threatened to cut me off for not paying the bill I did not receive.
Basically if you cannot be bothered with being billed 10kc a minute for a call centre that has no one there, avoid UPC.

ok please let me start my story of trying tog et connection with UPC.
1)I tried contacting UPC way before we were coming to Prague to make sure their connection is available at our new address. Well it taken them just 2 weeks to respond to my e-mail. Oh well who cares, we still were not in Prague.
2)after finally moved to our new home we contacted UPC with request to signup for their services. BUT! they refused to sign us up because people who lived in this house before us left some debts. How on earth can they be so "not smart"?
They signed a contract with a Person who lived there, not with a brick house or the landlord.
I'm not sure what really turned their brains on, common sense or my information about willing to signup for over 5k czk a month services.
3)I will drop 2 weeks of our tries to get in contact with them and arrange a technician for most complex procedure on earth of connecting TV cable to modem.
I will also drop over 200czk wasted on mobile phone listening their music while waiting for their operators to respond. We weren't able to contact them by phone at all. They called back after 5 orders made from their website.
4)and finally they came. Technician came right in arranged time and even called to check if we are home.
But.. good god, didn't his mom teach him any most primitive manners? take of shoes, "good morning" "may I come in.."
It is ok. We can handle people without manners, but my goodness what are all these cables and wires he left all over our apartment? Do we look like monkeys and ordered to turn our apartment into jungle? Doesn't UPC know that normal people can't live with cables laying all over their rooms. Humanity did invent drills and managed to figure out ways of cables installment over the houses.
I will drop another fact the guy wasn't aware of TV services that we signed up for and didn't even bother to stick cable into TV and check if it works at all.
I traveled a lot and seen BAD service in eastern Europe, but guys you beat all records.
Rating is 2 because I added +1 as "hope". I've heard a lot of nice feedback from my friends about UPC. They really insisted that I should wait for it patiently.
But I should have told my story as a hope for UPC can learn something and improve the way they deal customers. Czech market is pretty filled with good ISPs, and with all the foreigners coming to the country willing to pay GOOD money, they should really be more careful.

I've got to echo Jen here. After much to-ing and fro-ing I finally managed to get UPC to show up and, on showing up, they did an excellent job of a very fast installation of both the cable internet and TV services.

On the other side it does however mean that I'm going to be sliding into fat person territory now, vegetating on the couch watching TV. Oops.

I just had UPC cable internet installed in my office in Dejvice. While it took some time to actually get a technician to come install, the actual installation was quick and efficient, and they even showed up right on time (the beginning of the two hour time slot they give you when you make your installation appointment).

i placed the initial order on their website, and was called within a day to confirm my order. I was then contacted within another day by the technician to set up the install time. They determined over the phone that I wold need an advanced install because I didn't have a cable jack in my office. On the day the tech was supposed to come, he called and said that he was running late, and I told him that the UPC box was right outside my office door, that they just needed to run a cable into my office. He said ok, that's a basic install and said he'd get the techs to get back to me to set up a basic install. Here I did wait about a week before they got themselves together again to make the next appt, which went as I described above. So aside from the basic > advanced > basic install hiccup, it all went well. I would recommend it.