BitCo to the rescue - thank you Greg Sellars!!!

I recently decided to terminate my fixed line and ADSL internet contract and move over to fibre. After much deliberation, I opted for a very appealing, cost-effective fibre contract with a well-known ISP. I submitted a request online and after confirming my fibre would be installed in the required time, I agreed to the contract, paid the initial fee immediately and gave notice to cancel my ADSL line and internet contract.

I followed up daily to ensure that my fibre installation was on track and was assured that there was no need for concern. Two weeks later, the team arrived to do the fibre installation and I was told that the ISP would contact me to connect the router.

From that point on all communication from the ISP stopped. I grew concerned that time was running out and tried to contact the ISP. My emails were ignored and the only contact number available was for the support centre, who noted my concerns, provided me with reference numbers, and I was told there was nothing they could do, it was the responsibility of the fibre network provider, Frogfoot.

I emailed the ISP and called the support centre daily, but to no avail. Eventually the support centre suggested I contact Frogfoot myself, which was impossible as they only deal with the ISP.

With only two days to go before my ADSL contract and service was terminated, a friend suggested I contact Greg Sellars from BitCo. I emailed him that evening, and to my surprise, he responded immediately and said he would contact me in the morning.

He called me first thing and I explained the situation. Greg advised me that I would have to persevere with the ISP I had signed up with as the installation was already done. He asked for all the relevant details and to forward him the email history and reference numbers. I thought it was pointless as I could not change ISP to BitCo, but sent it anyway.

Soon after, Greg contacted me to say that he had made contact with Frogfoot and would try to resolve the problem. I reminded him that I was not a BitCo client so he was not obligated to help me, and he said “but one day you might be, and right now you need to be connected”. He gave me ongoing feedback for the next two hours and told me to expect a call from Frogfoot who would finalise the installation and arrange with the ISP to complete the router connection.

To my astonishment, I was called shortly after, and a technician arrived within an hour to complete the fibre installation. Before he left, the ISP was called and arrangements were made to connect the router the next day.

All that happened in ONE DAY, after three weeks of desperation attempting to even get a response from the ISP who had absolutely no regard for the situation they had put me in.

Thank you Greg and BitCo for coming to my rescue. You can definitely count on me as a client soon!