Order ***

This is a last resort, after spending literally hours on the phone, and trying to go into the shop to sort this issue out. We were on fibre at our old house. We moved. We cancelled this service in November because we were moving in December and were aware of the one month notice period and app**** in November for adsl at our new house because there is no fibre in this area.

We received an sms and order number. The technician came out on 7 December and said there was an issue with the cable that could take between 7-14 days to sort out. We called back after 14 days. Nothing. We called back again were told 7 days. We called back again and were told 7 days. Finally we were told it had been ‘escalated’ and would ABSOLUTELY be sorted out by yesterday. Needless to say we’re still waiting. In the meantime we are still being charged for the fibre line that we are not using at the house we no longer live in. I homeschool and don’t have access to the Internet thanks to your terrible service and lack of communication. It’s cost a fortune in cellphone calls trying to get through to the callcentre where we speak to a different representative every time. There’s no new reference number as a record for each new call. And I feel like nothing is being done about this. I can’t go to another provider because there is no line into my house. We have been loyal adsl and then fibre customers for years. When we phone to sign up the call is answered in minutes. When you phone to log a fault, you’re left on the line for 45 minutes. Your service, or lack thereof is shocking