Review Time
A key example of misleading customer service.4th utility are fantastic when you are signing you up, easy to get through to on the phone, telling you how great the service is. Then wait till you have a problem...Takes over an hour to get through on the phone to the technical support team, they put the phone down on you before you can ask a question. They couldn't install the service so I was left with no internet due to the building lay out, despite me communicating the lay out pre install.I tried to call them (held for 30 mins) to ask about returning the router since my contract was cancelled. The person said we might ask for it back i'm not sure. Just to receive an email 2 months later demanding the router back or to be charged 75£, luckily I hadn't binned it, but they are impossible to get through to other than when you are contacting the sales team.
The customer service is an absolute joke, wait more than half hour to get through and they all repeat the same script and tell you to call back after an hour and then go through it again with another advisor.Been without internet now for 2 days and they still can't figure it out, just blaming cityfibre and that they need to sort it, but can't speak to anyone there because they say contact your provider directly luckily I'm within my 14 days so more than likely will have to leave, can't pay for a service that isn't provided and fact that have to wait so long to get through and then go over the same old troubleshooting script, some didn't even leave notes for the next advisor so they couldn't see what we did already. The troubleshooting is like they hired the staff from 'The IT Crowd', literally like can you try turning it off and on again in different ways, ridiculous.I was getting speeds of around 700 - 850 on a gigabit connection, which is ok but I'm paying for a gig so the speed could be better.Update:After 2 days and getting cityfibre involved the issue got resolved so I am glad they resolved it, not happy the it took 2 days and getting through to them is still a pain but I'm giving them some stars back as the service has been good and steady since
I signed up to 4th Utility 12 months ago and I can't wait to leave. They fitted a new cable from the the nearest telegraph pole to the house which fell down a couple of weeks later. The engineers that came said it was sabotage by another company! Soon after that stopped my service stopped completely. Fair enough that my debit card had expired but I had to spend a few hours finding this out for myself, no warning or explanation prior to the expiry. But the most long lasting problem is the router I was given, which gives off the weakest signal of any router that we've had since domestic wifi was introduced! It just doesn't reach to all parts of the house and it's only a 4 bed terrace. And finally the bill seems to increase when they fancy, in 12 months its gone from £21.50 to £29.50 and still 12 months to go.
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