Incredibly bad customer experience consistently, the company has structural problems.

Things are fine when everything is working and you don't have to interact with them. They are one of the most horrible companies to deal with when you have a problem that needs to be solved. I have been going through my call logs and I have spent over an hour on the phone being bounced back and forth between people that don't know how to deal with issues and can't wait to pass you to the next person. There are never any follow ups and they never meet their own time lines, when you ask about their process is taking long all you get is explanations about what needs to be done. I finally decided to cancel my fibre line with them, and even this is proving to be a nightmare, my cancellation was escalated(yes a simple cancellation needed an escalation) 5 days ago and true to their nature of never following up I had to keep calling back to find out what was happening. Five days later the ticket is still opened and they have still yet to start the cancellation process meanwhile I cannot move to another ISP because they have not released my line, a consequence of the cancellation process not being done. I was bounced to five different people on the phone and none of them could answer as to why my cancellation process has not been actioned, all they talk about is how this will be 'escalated', a word I'm starting to doubt they appreciate the meaning of. They seem to lack an accountability structure that is visible to the customer.

The incompetence when dealing with customer issues is truly spectacular. It really seems that this is structural as they have structured their communication process, [weather intentionally or not] to make it hard to reach specific people the consequence being that you usually talk to someone new every time you call even with the same issue. Their call system is abysmal, in various occasions I have been transferred to numbers that lead to the main IVR entry after being on the phone for over 20 minutes. People just forward you without confirming with you which has lead to me having to call back a couple of times, or people answering the phone with me not knowing who I'm being transferred to or the other party knowing why I was transferred to them.

I would not recommend this ISP to anyone. It should say something about their willingness to improve that they have not rep**** to any of the complaints on hellopeter.