Advanced Info Service (AIS)
Reviews and Complaints

Hello,

As a long standing AIS customers we have been having picture freezing problems for nearly 2 years many , Many phone calls , Technicians replacing Routers and Playboxes with no results in resolving picture freezing problems , Now from only having the problem on channel 603 , Now channels , 114,115, 111 and many more daily !

This has gone on way ! To long and we are tired of calling about this and want immediate resolution or we are going to consider canceling our service, Honestly the length of time passed we should be getting credit on our bill and horrible lack of response of resolving this lengthy problem !

Deeply Disappointed AIS Customers !

Best Regards  

Robert Tyrrell/ 

Siriporn Penkoksung 

Service Address: 666/284 Moo7 Soi-15 

Tabon Muang 

Ban Bueng Thap  Chang  

Nakhon Ratchasima Thailand 30310

Siriporn Penkoksung 

Tel # [protected] 

Robert Tyrrell 

AIS Account # [protected]

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เป้นนโยบายบริษัท หรือคะ ขอทราบเหตุผลได้หรือไม่คะ

Wilai
tel.[protected]

I am currently subsribe to postpaid package, I bought the 688 baht package but with 50% discount. I and my wife bought this package last March 2017 because of the promotion. During that time we still have money on our prepaid account.

Today, I asked customer service in AIS shinawatra tower 2 to have my wife's number convert from postpaid to prepaid since my wife will fly out of Thailand. Upon changing to prepaid, the customer service said you need to top up money because current balance is 0.

I asked them why, they told me that my wife's prepaid balance will be zero once you change from postpaid to prepaid but I remember clearly last March 2017 prior to changing our accounts from postpaid to prepaid that AIS said the money in your prepaid will be retained and not move to any postpaid or whatever account.

The customer service here told me that it was converted to free minutes when change to postpaid. But in the postpaid account we bought there's free local mobile call as part of the promotion. They're telling me it's converted? I dont' t think so, this is clearly so unfair to subscribers. SO UNFAIR that I hope you don't offer and lie to your customers especially foreigners who worked here.

I am only asking for fairness and I received none. Very unfair and very dishonest customer service.

Name: Rosie Stewart
Address: Unit 116, Building 3, Waterford Sukhumvit 50
Passport number: [protected]
Mobile number: +[protected]

Monday 6th August, I travelled into the city purposefully to go into the AIS store on 6th floor of Terminal 21 department store, to open a broadband account. Having chosen the new Fibre 4 package- I was told this package was only for local people and not for tourists. As I explained that I have been living and working in Thailand for 4 years and hold a work permit and other documents, I was still told I would be unable to access this deal. Because of this I simply chose a basic broadband package as none of the other deals could compare.

I supplied my passport and the agent in store helped me complete the paperwork. I was told the earliest the broadband could be installed was be Wednesday 7th which I accepted at 10am. I was also told that I would recieve a call from an AIS technitian who would confirm the address and time of installing. Later that day I recieved a call from the agent in the store at Terminal 21 saying that my account could not be processed as there was a problem with the mobile number. I explained that I was using my partner's mobile number (who I live with) and I supplied their passport number to confirm this. The agent in store said he would 'sort this out' and call me back. I never received a call. I rang customer service at the call centre who said they would find out what was happening and call back. They never called me back. I called the number of the agent who contacted me from the terminal 21 store- he said he didnt understand what was happening and he would get the agent to call back. The agent never called. I then called the store again and was told that it wouldnt be possible to install the internet on Wednesday now, it would have to be Thusday. I accepted Thursday and again I was told to wait for a call from a technitian. I waited all afternoon and all evening and recieved no calls. I called the store again yesterday (Wednesday 9th August) and was told that an email had been sent from the technitians to state that they had tried to call me- but as I tried to explain- I didnt recieve any calls back from any of the AIS staff! I was then told that they problem would be resolved. I spent an entire day waiting for a call, that never came. So I once again, travelled across the city to go into the store at Terminal 21 to resolve the problem. I waited in store for around 20 minutes and I was told that the technitians would definitely call to confirm the Thursday installation. I supplied the agent with a 2nd mobile number (for my partner) so they now have 2 possible mobile number to contact. I did not receieve any calls. I contacted the agent once again- he told me the agent would call immediately. A call came through to my mobile- rang once and cut off- there was noone on the line. I called back the agent at the Terminal 21 store and he told me he arranged the installation for Friday 11th August. I expained that Friday was no good as I would be out of town so the next possible day would be next week, which I could not confirm as I start a new job. This would be 8 days after I origionally been into the store. I am wirting this complaint about the service I have experienced- where false proimises are made and even the call centre doesnt call back on request! I am complaining about how my date kept being changed so I have been unable to use the internet for both buisness and pleasure- for 4 days now. I am complaining about the number of times a 'technitian' was supposed to call and didnt and how noe- a simple courtesy call to my phone to confirm my address and telephone number, has resulted in me not having my internet installed at all. I would like this complaint to be resolved and I am looking for you to offer some compensation for this bad experience and unacceptable customer service I have received. I was signposted to AIS as being the leading provicer of mobile and internet serivces and right now I cannot agree with this. I have been messed about and lied to and in turn I have missed several business and personal calls and messages and I am having to rely on using the internet at a local coffee shop which is not appropriate. Please consider my situation, and i hope you can find a solution. Thank for for taking this time to read my concerns,

On 8th January, 2015, I checked my balance of funds on my mobile telephone to find I was in credit of 154.54 baht. Today, 9th January, 2015, I topped up my balance with 300.00 baht which should make my total balance 454.54. After topping up, my balance showed 448.54 baht. a loss of 5 baht. After calling AIS's Call Centre to find out why the difference, I found that I had been charged a further 12 baht for the call. AIS does not give any other number to call other than its Call Centre. So, who do I complain to?
AIS has thousands of users and if they charge 5 baht from each customer, that adds up to a lot of money for doing nothing Add to this their Call Centr is to help customers to use their service better but they charge an absorbitant fee if the customer uses it, even to make a ligitimate complaint against them. My main complaint is not just the 5 baht but the principle involved of robbing their customers for no service..

this mobile operator Adavanced Info Service PLC (or AIS for short) keeps sending/spamming SMS daily to my mobile without asking me whether i want it or not. very poor service. i wish to spam SMS to company's management daily too. he/she will know and feel the same way as customers.