NuCast UK Reviews 137

Reply from NuCast UK

May 15, 2019

Hello,
Right this customer is editing his review each time we respond, making this pointless in responding to any longer.

1) The customer always complained that the live connection from the customers computer to our server was not stable (dropping), after discussing with the customer it was revealed that the customer is connected using WiFi and not a stable wired connection, we suggested he connect using ethernet (wired) connection since this offers the most stable connection for audio broadcasting (and this is widely known in internet radio broadcasting to use wired not WiFi). The customer has made no indication at anytime that he has attempted to use a wired ethernet connection to confirm WiFi is the problem, we find that strange since the first thing you do is test. Customer claims the issue is our end but has never provided any proof regarding his connection, not a single other customer has this problem either so it is clearly not "our server setup", of course comments regarding working fine with another provider we cannot verify, so this comment is useless, more useful would have been direct engagement from the customer, for example providing connection logs from his broadcasting software (this would log ALL connection issues), attempting to use a wired connection to see if this actually helped and such.

2) The customers account was on a server that recently faced a critical failure, resulting in accounts being moved to new servers. The customers account was setup on a new server, the customer then immediately reported the same live connection issues. This is the same issue reported previously only now on another new server at another new location, of course we cannot verify the customers claims that the WiFi connection works with another service provider. We can also safely say there is nothing we can do regarding an incoming connection since the customer is not actually on our network and we have no control over any customers incoming connections to our servers, however we have not received a single other customer with this issue nor has this customer had issues with the listener connections (indicated by server logs), only the customers incoming live connection.

3) When the customers account was setup on the new server and then the customer reported his incoming connection issue again, the customer indicated cancellation of the plan with us to move to another service provider, as such restoring of his media files was halted as his account is cancelled and remains unpaid at this stage, not blackmail at all, the customer is asking to transfer media from the failed account to an account that is cancelled. Also it is course the customers responsibility to have a backup of the media files or to download them before cancelling the service, we can't restore media for a cancelled service.

4) We have many religious or community streams on our services, many that are funded by volunteers, this doesn't change anything in terms of requiring a stable & solid connection to broadcast live.

5) Fact is, there is nothing we can do in terms of any customers incoming connection, we have no control of this since we do not operate or own the network the customers use to connect, we can only fix or troubleshoot issues that are on our servers and within our datacenter network, not external issues. The only time our servers drop incoming connections is if the connection is lost on the customers side.

Additionally, this customer has been posting edited versions of this review stating "do not believe in money back guarantee", we have never offered such thing as a "money back guarantee" and several times we have said this but the customer continues to think we do offer this, we are unsure where the customer thinks we offer "money back guarantee", where do we say this?

The customer is upset that the account was on the failed server causing some downtime, and while we have deeply apologised for this, we do not believe the continued editing of this negative review as a result of 1 major server failure since we started in business in 2005 is productive at all.

We have openly and honestly admitted to customers, we have failed them with the recent server failure, this is not the quality of service customers have come to expect from us nor is it the quality of service we wish to offer and for that we are deeply sorry. Servers do fail from time to time and yes that is mostly out of our control but as previously mentioned this is the first such failure we have had since starting in business in 2005, we think thats pretty good for service quality in the long term, almost all customers are back up and running without issues on the new servers and customers on existing servers are noticing a far more superior quality of service since the failed server was removed from the network, we're sorry this customer has felt the need to post a negative review and continue to edit it, despite nothing new to add and no change in the situation.

We do wish this customer all the best in the future and again we are deeply sorry for the recent server failure.

EDIT: The customer cancelled the plan before getting access to media files this is unfortunately not something we can assist with since this was the customers choice, at the moment we cannot transfer media files from old account to the new account because the new account isn't active since the customer cancelled this, so the customer would still be unable to access the media content? Unfortunately the customer cancelled before recovering the media data, this was the customers choice, the customer could have cancelled after the media data was moved over and the new account was active.

Regards,
Dribb.com Customer Services

Reply from NuCast UK

Apr 4, 2019

Hello,
We're sorry to hear that your issue was not resolved to your satisfaction.

We can see communication has been an issue, all support agents communicate in English, as such responses from clients that may be provided via a translation services do not always provide the correct intended wording, but we do our best to assist.

Regards,
Dribb.com Customer Services

Reply from NuCast UK

Apr 4, 2019

Hello,
Thank you very much for your feedback!

We hope our service is serving you well, but as always we are here if you have any issues at all.

Regards,
Dribb.com Customer Services

Reply from NuCast UK

Apr 4, 2019

Hello,
Thank you very much for your feedback!

We hope our service is serving you well, but as always we are here if you have any issues at all.

Regards,
Dribb.com Customer Services

Reply from NuCast UK

Apr 4, 2019

Hello,
Thank you very much for your feedback!

We hope our service is serving you well, but as always we are here if you have any issues at all.

Regards,
Dribb.com Customer Services

Reply from NuCast UK

Sep 24, 2018

Hello,
We're sorry you feel we did not solve your issue.

We can see from your support ticket that when our support agents responded to you, you did not respond back, if the support agents did not solve the issue for you or if you was not happy with the first response you can reply back, since we cannot assist you if you do not continue to communicate with us.

We always try to hop our best to support our customers, we always ask that customers continue to communicate with us until an issue is resolved to your satisfaction.

Regards,
Dribb.com Customer Services

Reply from NuCast UK

Sep 5, 2018

Hello,
We are sorry to hear you are disappointed, however it seems the issue is not with the quality of service we are delivering and more on the side that we do not support a specific function you may wish to use, a function not advertised as being part of any of our service.

Our servers (the physical machines) are secured with firewalls and protection agains DDoS and such attacks, server level security is essential to protect our customers and is very different to the front end SSL certificates (https).

Https is not a worldwide standard when it comes to radio streams (it is for ecommerce/business sites), as streams contain no sensitive data (such as bank details for processing payments), 99% of internet radio station websites do not use or require https as such the need for this is extremely limited, so much so that not even a handful of customers have requested this. Most station websites that sell merchandise (for example) use 3rd party stores (not self hosted) and any donate buttons direct to 3rd party payment processors such as PayPal, making the https more of an option than a requirement for radio station websites.

You do have the option to self host web players and scripts on your own web hosting account, this would of course work with your https website.

We are aware that free website builders force https usage due to the business model (that users can open a store and collect personal data), unfortunately we can't assist in this matter, we do however offer free web hosting with selected plans, we can disable the front end https without compromising server security.

We may review this in the future if the demand for this functionality is higher.


Regards,
Dribb.com Customer Services

Reply from NuCast UK

Sep 24, 2018

Hello,
Thank you very much for your feedback!

We hope our service is serving you well, but as always we are here if you have any issues at all.

Regards,
Dribb.com Customer Services

Reply from NuCast UK

Sep 24, 2018

Hello,
Thank you very much for your great feedback!

Regards,
Dribb.com Customer Services

Reply from NuCast UK

Jun 14, 2018

Hello, we are sorry to hear this is how you feel.

1) Graphic quality for custom branding and theming is good for apps provided free, our apps are not duplicates like many such free app services, where the only change you get is station logo or if you are lucky colours also. Our apps have custom branding, custom theming and different layouts. Not basically the same app with a different logo like many others provide.

2) You was on an old plan, you requested we update your plan to what is stated on the website, we did this, you did not ask for any information and we did assume you was aware this would mean all specifications would be updated (since you was requesting the plan update to what is on the website), if this was not as expected, you could have requested we move you back to old plan. The upgrade process is standard across most service providers, you can upgrade at anytime, but you lose any remaining time on current plan, this is why most customers upgrade only at the account renewal stage (end of current term), not mid-term, we do require immediate payment for an upgrade since it is a new plan to be activated, however we did state that your next invoice date would be the same as your old invoice date, so the week you would have lost in June (since you was only 1 week from your renewal date), you would get back in July, so this would be no loss, but you turned this down, and did not request we reverse you to old plan. Alternatively you could have upgraded at your renewal date (since you was only 1 week away).

3) You have not reported any server blocks or any such problems in the morning, we cannot fix something we do not know about. We have received no other reports like this so this is likely an issue to your account only, but unless you tell us we don't know and cannot resolve it.

4) We do have a #nowplaying twitter script available, this is available to download in your My Dribb site and has been for several months (November 2017), in the Knowledgebase.


Regards,
Dribb.com Customer Services

Reply from NuCast UK

Jun 3, 2018

The customers service was suspended due to his monthly data transfer exceeding his paid plan.

The customer then launched a PayPal dispute because his service was suspended.

The customer accused us of going into his PayPal account and taking a payment, the customer was signed up using PayPal’s automatic subscription service, at per our terms it is the customers responsibility to cancel this before the next due date if they wish to upgrade (the customer did eventually cancel this after), if the customer had communicated with us regarding an upgrade we could have credited his account.

The customer did not at any point discuss with us about an upgrade to the next plan, when we mentioned to the customer about upgrading he seemed unwilling to do so and simply wanted his account unsuspended.

It seems the customer wanted to use more allowances than he paid for without upgrading his plan, due to the behaviour of the customer, launching a PayPal dispute without valid reason and unwillingness to accept his usage required an upgrade to resolve this, we notified of account termination.

This for us has been a one off case, we have never seen a customer behave in this manner before.

We always do our best for our customers, provide help and support where needed.

Unortunately in this case, due to the customers attitude, we couldn’t do this.

Regards,
Dribb.com Customer Services

Reply from NuCast UK

Sep 24, 2018

Hello,
Thank you very much for your great feedback!

Regards,
Dribb.com Customer Services