Review Time
This is only a review for customer service for signing up up to Fibre Broadband. Not the broadband service as its not live.
The rep was super friendly and clearly understood my requirements and offered a few recommendations and how to transfer provider. I all took 10 minutes to resolve.
I am currently bound by a contract for another 15 months while preparing to move. I am okay with keeping my contract during this time. They provided me with two options: raise my monthly bill from £32 to £41 for a new 24-month contract or pay a £400 cancellation fee upfront. This approach feels unfair to customers. I certainly will not consider using them again and will recommend others avoid a service with such practices.
The representative was fantastic, arriving right on schedule. It was a smooth and straightforward experience, with everything clearly explained both beforehand and throughout the process. The setup was neat and hassle-free. Truly a remarkable individual who left everything tidy afterward. 👍 📈
I encountered an issue, but it was my own mistake. When I reached out again, the support team was incredibly understanding. I couldn't be more pleased with the assistance they provided. They even offered me a generous new customer bonus, which I'll keep to myself. I highly recommend trying this service; you might have the same fortunate experience I did. I'm very impressed and look forward to maintaining a positive relationship with the company. 5 stars!
The router I ordered never showed up, and now my installation date has come and gone with no updates on when I will have WiFi access. I've received no communication from the service, and attempts to reach them by phone have been unsuccessful.
This isn't the first instance of enduring long hold times, only to be connected with staff who merely read from a script on troubleshooting steps instead of providing genuine assistance. I've been experiencing intermittent internet issues for half a day, and when I finally reach someone, all I'm told is to restart the router. This is unacceptable. There's been a lack of effort to address my concerns, and any technical issues are escalated to a team that never follows up. Resolving problems feels impossible. It would be a one-star review if the internet hadn't worked fine before this incident, but the customer service is truly disappointing.
Customer support is lacking, especially when you manage to reach them. The online complaint system appears to be ignored, as I never receive responses unless I make a phone call. There have been frequent errors regarding installation, cancellation dates, and billing. The call centers often provide misleading information. While the Internet connection is decent most of the time, it rarely meets the advertised speeds. If possible, consider using a different router.
I waited 40 minutes for a call regarding a problem with my router, and one of the technical advisors suggested using ChatGPT to address my speed issue. This is troubling if they are supposed to provide expert assistance. I'm dissatisfied with how the technical support operates.
Although I was unable to discuss broadband during the initial call due to being on the road and out of mobile signal, the representative called back and clearly guided me through the process of switching our broadband service. Very good service overall.
I received excellent assistance throughout the entire process. The representative was very patient with my responses during times of confusion and uncertainty. Overall, waiting 20 minutes for help was definitely worth it! Unlike my previous experience, I actually received the email requesting photos of the issue. A big thank you to the representative for their patience and helpful support! <3
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