Helix Customer Service is Top Notch.
For all the crappy customer service out there, Helix excellent customer really stands out.
This review is purely about the customer service aspects of Helix. You can read my original review here.
https://www.reddit.com/r/IPTVReviews/comments/b4nqbl/helix_and_smoothstreams_for_the_last_year_more/
As you can read from my original post, I subscribe to Helix. Ignoring the stream quality, channels, which you can read in my review, I want to focus on Helix customer service.
So as many of you know Helix is a provider and not a reseller. The general rule of thought is that resellers provide better customer support than providers since they can focus on a smaller subset of customers. Some how Helix manage to defied the odds (which I imagine has a lot of customers now) is very response to customers. Quote impressed
Couple of points
Payment Taking - This can be a challenge for all providers there is not a lot of Paymnet processors for IPTV will take payments. This is where resellers have the advantage since they can fly under the radar. Helix has found ways to work around this and has multiple ways of taking payments. Not going to lie, for PeeeeeeePal, you do have to go to another site.. but it works. They also added another payment processor besides that crappy EPayouts recently. I like their ongoing effort.
Forums/Chat/Facebook - NONEXISTENT! At first, I was like WTF. How am I going to get help? Then I started thinking.. when has those items really helped me? None really.. most of the time it is with customers dueling with each other or staff fighting customers. I don't need that in my life. Helix offers a twitter and tickets.. and when you thinking about it.. that is really all I need. I do not want to hear about some jackass missing their favorite footie (don't care).
Give me an annoucement of issues on twitter and if there is no annoucment I will open a ticket.
Response Time to Support Request - This part is exceptional. They have staff 24/7 I have gotten responses in all times during the day and night. Usually within 1 hour. I belive they have 7-10 people just manning tickets between their sites. I rememeber having an issue during Christmas day and I got a response within a hour... insane.
Customer abuse - NONE. I seen some many provider get call out about customer abuse here. Most are run by jerks. Disagreements between customers and providers get heated and the provider resorts to name calling and we event have idiot provider DOX their customers. I don't care if they have the best streams out there.. If I get disrespected or privacy threatened., they will NEVER get a penny from me.
As for HELIX, they are in a different class. I have seen NO ONE complain about customer service from Helix. They seem to be run by a set of professionals who respect their customers. Clearly a service that is set on providing good customer service that sets them apart.
Honestly I am impressed.. so much to a point where I might be looking to resell their product. Havent' decide but even if i do not resell, it is a bit of a discount for me long term.
I look forward to hearing your thoughts.
EDIT: Here is the link.
Throwaway account for obvious reasons. I am not sure why anyone would post here with their regular account?
Quick background on my IPTV path taken.
I been doing this for 3 years for now and have tested/used many services out there. I was here during ACE, Flawless, Fab and Epicstream, Smooth Streams, SetTV and NTV.mx Vcarib when they were the new kids and heavily discussed here ona regular basis. I had accounts with these providers. They all peaked and petered out. Some got in major issues with lawsuits and stuff. Most no longer in service. Epicstream seems to be winding down, removing channels and subcumbing to EPL threats. Vcarib was just a joke of a service. Smooth Streams still going strong
Helix started here and advertised for good prices and had the US/CA package that fit me well. I had SmoothStreams account but need more variety than what SoothStream can provide.
I signed up for a free trial (when they still had it) and they immediately went offline due to a DDOS attack. LOL! Quite the joke at the time. I forget th name but they use to have reddit and facebok presense but I understand why they stop responding to people here.
I did subcribe to a month at Helix and had some initial issues but the US/CA channels. When Helix worked that first month, it was amazing. When it ran into issues, I used SmoothStreams. Then something happened and Helix figured something out.. they got really stable and reliable... at the same time they closed their reddit/facebook account. (could have been due to that) They went all tickets support and to be honestly they have provided the best support I had at IPTV. Never was mean or rude even though I gotten mad at them many times. I did let my subscription expire for one and tried a competing service but the quality and supoort wsa not there. I ended up going back to Helix after a two month break.
Helix was just simple and easy. Service comes on and quality is good. Support takes care of me. I use Smooth Streams when Helix has issues. I use Helix when I want more than 80 channels.
Are there better and cheaper services? Maybe I am just getting old... I almost don't care anymore. I do not need the fancy, the biggest, the most. I just need something that just works kinda like cable. I have come to expect that with Helix.
Now they given me headaches here is some to name a few.
Added XXX to my channels when I didn't request it (thanks I guess) kids thought it was great.
Removed Paypal and made me use ePayouts
Luckily I am back on Paypal with them after I sent them a ticket
Kodi/APK need reinstaling.
An occasional buffer here and there.
It is been more than a year since I been using Helix with Smoothstream as a back up. I paid 1/10 of what I would have paid for cable. I am extremely please with both of them.
TL/DR: I been around the IPTV block. Helix and SmoothStreams works best for me. Helix should be good enough for most add in SmoothStreams if you need sports fix and backup.
https://helixhosting.xyz/index.php
https://twitter.com/SmoothStreamsTV