There's a reason why this service is inexpensive. Despite having the necessary equipment installed, the installation process left holes in my walls that weren't justified. The WiFi barely reaches 4.5 meters from the router, and in my multi-story house, the only place with a decent connection is where the router is located. When I requested to use my own router, similar to others on online forums, I was told this would breach the contract. I then asked to terminate my service without a fee due to the inadequate performance of the router. Instead, I was instructed to find another provider, which I thought was a relief, allowing me to return to a reliable service. However, I was surprised to receive a bill for £495.76, and now the support team is unresponsive to my emails. This situation compels me to warn others about the potential issues with this service, as I plan to escalate my complaint. I have video evidence showing that the WiFi connection fails to work beyond 4.5 meters, even through just one wall, which was not an issue with my previous provider. While you might be tempted by discounts, unless you have a very small home, I would advise against choosing this service. Despite their response, they still do not acknowledge the 4.5-meter issue, attempting to blame my house instead of admitting it’s a router problem. They refuse to let me leave without penalties, despite their earlier assurances, which further complicates my case. I have yet to receive my deadlock letter, as promised. This company has shown a pattern of dishonesty, and if you decide to go with them, heed my warning. Their claims about switching providers contradict their own instructions, which strengthens my case for escalation. Although the pricing seemed appealing, the dishonesty and unreliable equipment are unacceptable, breaching the terms of service. I wish I could share my proof here, but that option isn't available. Additionally, they have indicated that they will ignore my attempts at communication while failing to address the router issues, which only highlights their poor customer service.
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