No fibre after 2 months, customer service is no help

If I could give no stars I would. I am extremely frustrated with the experience that I have had, 8 weeks after placing the order I still have no fibre connection. I have spent over 10 hours on live chat, each time with a different agent making me do the same checks every time, even though I explain that I’ve done them before. Agents can’t see previous chat messages which is utterly baffling and poor customer support. I’ve had one manager put the phone down on me, admittedly I was frustrated but by no means rude (she also was not listening to me) and have mailed another manager 19 times. Supposedly, the issue was reported to a ‘Service Delivery Manager’ on Thursday 11 September 2025…I am still waiting to hear from them.

On 21 July 2025 I ordered a Fibre installation from the website.

On 23 July 2025 TT Connect came to do a sight inspection.

On 1 August TT Connect came to install and confirmed that their part of the job was done.

I then got a call that TT Connect needed to come do some kind of set up. When I enquired what this what as I was previously told TT Connect were done, the person mentioned again it was to check/set something up. This was scheduled for 8 August 2025 – no one arrived.

I was then asked to confirm on a form sent by email that everything was in order. I had no router and I am no IT technician and so rep**** that the fibre line and box were installed but I couldn’t confirm if it was working properly.

I then got emails from Afrihost that I was all set to go.

On 15 August 2025, I confirmed that I was not as I did not have a router. A router arrived the next day by courier.

That router has never worked. I have not been able connect even once. The details it was configured with never worked, nor did the password on the router itself. I have asked for someone to be sent out and I have asked for another router.

I’m absolutely fed up, Afrihost can come fetch their router and TT Connect can come dig up their line. I cannot believe this is a company that won 2025 MyBroadband Awards for ISP of the Year and Hosting Provider of the Year, not much to be proud of.