Great Wall Broadband has repeatedly been complained of by three major operators or through rectification to monopolize the market
Due to repeated consumer complaints, Greatwall Broadband, wholly-owned by Dr. Peng Telecom Media Group (hereinafter referred to as "Dr. Peng Group"), was named and criticized by Guangdong Provincial Consumer Committee. On June 21, Guangdong Provincial Consumer Committee released the Analysis of Complaints Accepted in May 2016, which showed that the main reason why Great Wall Broadband was complained was that it promised to give gifts, delayed delivery and refused to honor them until the end of the event; The network is disconnected without reason, the network speed is not up to the standard, and the processing and refund progress is slow.
However, the reporter learned through investigation that in the process of "three line rectification", a new monopoly trend has emerged, Hong Kong VPS Some villages in the city limit the number of network operators that allow lines to enter the village, allowing only three operators to enter the wiring, which makes it difficult for private network operators to enter the wiring for a while, and is also the main reason for some broadband users to be disconnected for a long time.
On June 23, Guangzhou Branch of Great Wall Broadband said in a Statement on Recent User Complaints issued to the reporter of China Business Daily that it had arranged operation and maintenance personnel to thoroughly investigate the problems reflected by users, and solemnly promised that it would take a positive attitude of "no evasion, no deduction" to restore users' Internet access as soon as possible, It also provides users with compensation for three times of the duration of disconnection.
No complaints from users who have been disconnected for a long time
Great Wall Broadband Network Service Co., Ltd. (hereinafter referred to as "Great Wall Broadband"), founded in April 2000, was initially jointly invested by Great Wall Technology Co., Ltd., China Great Wall Computer Shenzhen Co., Ltd. and Shenzhen Great Wall Development Technology Co., Ltd. After being wholly-owned by CITIC Group, in December 2012, the CSRC approved Dr. Peng Group's major restructuring plan to acquire the equity of Great Wall Broadband, and Dr. Peng Group is wholly-owned by Great Wall Broadband.
In the industry, Great Wall Broadband is known as a "broadband expert", but recently it has been pushed to the forefront of public opinion due to the intensive complaints from users in Guangdong Province.
On June 21, Guangdong Provincial Consumer Committee released the Analysis of Complaints Received in May 2016, saying that there were many complaints about Great Wall Broadband, and the main problems complained about were: promise to give gifts, delay delivery and refuse to honor until the end of the event; The third line rectification (power line, network line telephone line, cable TV line) leads to the disconnection of the network, and the consumer's request for handling or refund is delayed without a clear reply; The network is disconnected without reason, the network speed is not up to the standard, and the processing and refund progress is slow.
According to the complaint cases disclosed by the Guangdong Provincial Consumer Committee, the main problem of consumer complaints is that the complaints about long-term network outages cannot be effectively resolved after several complaints. Mr. Chen, the consumer, reported that the Internet speed of Great Wall Broadband was not up to the standard, and the network had been interrupted for half a year since December 2015. His repeated applications for refunds had never been answered.
In fact, the media had paid attention to the problems of substandard broadband speed and frequent disconnection of the Great Wall. For example, in March this year, Yangcheng Evening News published a report titled "The Great Wall Broadband 100M download speed is less than 100K and is frequently disconnected until disconnected". It said that the 100M broadband installed by users is frequently disconnected, and the Internet speed is getting slower and slower. "Even opening the web page becomes difficult. If you want to see the video, you must buffer in advance. If the download speed exceeds 100K, it is good."
A number of consumers reported that due to the "third line rectification" in their residence, there was a long time network outage. After several complaints and communication, Great Wall Broadband still could not provide a solution, nor agreed to refund, and has been delaying.
The failure of the "7-day no reason refund service", the first of its kind in the industry, to be launched by Great Wall Broadband, has also become the main problem of consumer complaints. It is understood that as early as 2013, Great Wall Broadband launched the "7-day no reason refund service", promising that "all new broadband users can apply for no reason refund if they are dissatisfied with the network quality and after-sales service within 7 days after the installation". However, according to the consumer complaints disclosed by the Guangdong Provincial Consumer Committee, this commitment has not been effectively implemented, but the refund requirements of consumers have been repeatedly delayed.
According to the consumer Mr. Zhao, he bought the 100M service of Great Wall Broadband for a year at a price of 1480 yuan on May 19. The network was disconnected in the afternoon of that day, but it was not recovered until May 21. According to the "7-day no reason refund service" promised by the official website of Great Wall Broadband, Mr. Zhao applied for a refund on May 20, and the other party promised that there would be a specially assigned person to contact him within 24 hours to handle the refund. Until he complained to the Guangdong Consumers Association, no staff contacted him to handle the refund.
