Review Time
My call was answered speedily and I was quickly connected to a technician called Lloyd. He was very patient with me and talked me through the process of fault finding and resolving the issue in a clear manner. I am very happy that my internet is now working.
Finally, an ISP that empowers network control! As an IT professional, I chose this provider for their support of BYOD (Bring Your Own Device). Using a restricted ISP router wasn’t suitable for me. Despite an initial installation issue caused by a third party, the support team provided outstanding assistance to resolve it. The service has been incredibly reliable since. A special mention to a representative who helped me troubleshoot a static IP configuration and quickly identified the root cause. If you seek excellent service and technical flexibility, choose this provider.
Avoid this provider. My service was activated on the 12th of November, and it has been a nightmare. Before signing up, I confirmed they could provide a static IP, which they assured me was not an issue. I requested the static IP on the same day my service went live, but I still haven't received it. Last week, I was without internet for over 36 hours, and as I write this, I've been without service for over 24 hours. The person who can resolve this issue finished work at 5 PM, and no one else is available to assist, so I must wait until tomorrow morning. I attempted to transfer my service to another provider during the cooling-off period, but my email went unacknowledged by the cancellation team. Only after the cooling-off period ended did they mention cancellation fees, claiming the period starts from the sign-up date. How can there be a cooling-off period before the service is even active? They have now agreed I can leave without charges, but no clear explanation has been provided for why I can't get what I was promised. The customer service team was commendable, and I can't fault their efforts. However, I wouldn’t recommend this provider to anyone. Kudos to the advisors who tried to help, but they were limited by the company's policies. Update: I've contacted customer service and technical support, yet still no internet. I'm being given the same unhelpful advice to switch off the ONT for 30 minutes or reset the router. Everything has to go through a specific representative, who seems to be avoiding my issue since I mentioned switching providers. Last week, he assured me he'd resolve it as the head of the technical department. I paid for a service, but I'm not receiving anything.
I wanted to upgrade to a gigabit connection but didn’t want to stay with my current provider due to their poor customer service, so I chose this one. Initial impressions were positive; the company seemed responsive, which they still are, but the installation was only partially completed because the engineer arrived after dark, making further work impossible. The engineer drilled through the wall and installed the necessary equipment, assuring me the installation would be completed 'within a day or two.' I noticed they tried to call me and then sent a text asking me to call them back, which I did. The call was answered promptly, but the audio quality was poor, and the agent's voice was distorted. However, the agent was excellent and addressed my queries efficiently, telling me the installation would be completed in the next 5 to 10 days. My installation date was yesterday between 1 PM and 4 PM, but the engineer arrived after 6 PM. It seems incomplete installations should be prioritized and completed sooner, not in the 5 to 10 days I was told. While I understand that darkness affected the installation, the company should ensure those with partial installations aren’t left waiting more than 48 hours. Overall, it’s not a great start, which is why I can only give three stars.
Finally, an ISP that allows control over my network! As someone in IT, I opted for this provider because they support BYOD (Bring Your Own Device). Using a locked-down ISP router wasn’t an option. Despite an initial installation hiccup caused by a third party, the support team was outstanding in resolving it. The service has been very reliable since then. Special thanks to a representative who helped me troubleshoot a static IP configuration and quickly identified the issue. If you seek excellent service and technical freedom, choose this provider.
I considered signing up but checked their terms and conditions first. BE VERY CAREFUL. With most broadband providers, the 14-day cooling-off period starts on the installation day. THIS IS NOT TRUE FOR THIS PROVIDER. Their cooling-off period starts the day you order, which means your service likely won’t start within those 14 days. Essentially, you're committing to 18 months without a way to exit if the service is poor, without facing significant termination fees. I believe this contradicts regulatory rules. I decided to walk away; I won’t commit to 18 months without testing the service. I've experienced this with another provider that offers a 31-day period from the installation date. Please be cautious and check with neighbors who may be using this service to see if it’s reliable, as you won’t be able to leave once service begins without incurring costs. They have since requested I contact them, but they haven’t provided a way to do so easily. Attention to detail is needed; if you want me to respond, make it straightforward.
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UK nationwide ISP offering super speedy simple great value full fibre broadband. Our commitment is to provide exceptional value, lightning-fast spends, and top-notch customer service. All our broadband products are unlimited, and we offer download speeds from 80MB to 1000MB.
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