1 reviews | Active since Sept 2017
Unusually internet for 2+ weeks; multiple service requests escalated
I’ve been unable to use my fibre internet service here at home for going onto two and a half weeks now. The connectivity keeps dropping every two or so minutes. What is concerning is the number of service requests I’ve had to log - some closed without any real resolution, some cancelled, and some still open at the time of this review. Not to mention the daily calls I have had to make to follow-up, only to find that we are nowhere closer to a solution; bear in mind also that with every interaction I get reminded that I need to give it 24 to 48 hours turn around (even for ‘1-critical’ escalations).
I was advised that my ongoing issue might be as a result of an old/faulty router and I need to renew my contract in order to get it replaced. The SO raised in this regard, I was later told, contains notes indicating that the ‘customer will continue to use the existing router’. Subsequent requests - yes multiple - to have the router replaced under the new contract has also been unsuccessful thus far.
Yet my debit order will go off without fail, and if I try to cancel the service I will be held liable for notice periods etc..
I have lost complete confidence - the lack of transparency, coupled with empty promises suggest that there are broken processes and structures… I shouldn’t be paying the price for this.
Regrettably, it seems an old router/fibre box was not the cause of the problem - despite having had a internet for a couple of consecutive days (worth noting even before the new hardware was replaced), I am yet again without a working connection for most of this week without even being able to connect any device. Strongly suggesting that there is another issue, but seemingly I’ve not been able to land this concept with the support team.
I am back to phoning in daily to follow-up on progress only to face yet another failed trouble shooting attempt. My original ticket from 10 April 2026 remains open - its been a nightmare month of long telephone calls, whilst having to incur additional costs on mobile data to hotspot from my phone and spending fuel to travel to an office location instead of working remotely.
I am at a loss for words and hope at this point.
Regrettably, it seems an old router/fibre box was not the cause of the problem - despite having had a internet for a couple of consecutive days (worth noting even before the new hardware was replaced), I am yet again without a working connection for most of this week without even being able to connect any device. Strongly suggesting that there is another issue, but seemingly I’ve not been able to land this concept with the support team.
I am back to phoning in daily to follow-up on progress only to face yet another failed trouble shooting attempt. My original ticket from 10 April 2026 remains open - its been a nightmare month of long telephone calls, whilst having to incur additional costs on mobile data to hotspot from my phone and spending fuel to travel to an office location instead of working remotely.
I am at a loss for words and hope at this point.