The internet connection has been down since 28 November. After several communications with the support team and multiple remote diagnostics with technicians, it was determined that the router is defective and needs replacement. This conclusion was reached weeks ago. Despite this, the problem remains unresolved. A technician visited on 17 December and reconfirmed that the router is faulty. However, the technician arrived without a replacement unit and informed us that the local partner does not have spare routers available. Consequently, we were told to wait for the company to supply a new device, with no clear timeline provided. We were explicitly told that a new router would be delivered today, but this did not occur. We were informed that due to the holiday season, we are unable to send anyone for the router delivery today. We understand this may be frustrating and sincerely apologize. The earliest availability we have been given is January. As of now, there is still no internet connection, no installed replacement router, and no confirmed delivery date. Since 28 November, we have been without the internet service we are paying for. Along with the lack of service, we have wasted a significant amount of work time communicating with support, waiting for technicians, and repeatedly following up on this issue. Both my spouse and I work from home, and our work quality has been severely affected, as we have been forced to depend on unreliable mobile internet for over three weeks. Throughout this period, we have only received apologies but no tangible compensation for the extended outage and poor service quality. Considering the length of the incident, the lack of proactive communication, the missed delivery promise, and the total absence of financial compensation, we find this handling of the situation unacceptable. Please, be cautious with this company.
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Glide is a market-leading broadband & infrastructure business, delivering connectivity in student and built-to-rent accommodation and business sectors.
