Review Time
When I ordered the broadband, it was advertised as having a speed of 1000 Mbps; however, this is not accurate, as the router has never exceeded 250 Mbps. This constitutes a significant deception towards the customer. I attempted to contact them by phone, but no one answered. I also submitted a complaint through their website, yet received no response. I have reached my limit with this subpar service. Do not trust them; you are paying for nothing.
Moved properties while with 4th utility. Have been double billed for months. Spoke with staff several times -always being reassured this would be sorted. Last call- besides today was on the 21st of october- all should've been sorted! asked for a direct refund to my account. Turns out -as i found today. I have been credited in the 4th utility accounts instead of having a direct refund but also thst i have been double billed again right on the 26th!!! Over the phone today, i expressed my disappointment and asked for the contract to be terminated- they've responded they can't do that without imposing exit fees (but they were willing (to show good will) offer me 3 months free. I refused. Submitted a complaint.Learned they have given themselves 30days to issue a refund to my account. Beyond concerning. Will seek legal advice. The world has gone mad!
Finally spoke to someone with knowledge and experience (OLU) but after several hours on & off we didn't achieve getting me back online. Even though I'm happy with the service OLU gave in unplugging, updating and everything possible to reset the router i still find myself paying for a service that's not being provided . Not sure what the next stage will be as the cityfibre engineer that visited last week couldn't find any fault on their equipment. Ombudsman & Trading standards will be my next move. Finally cityfibre came out and admitted the ONT box installed from the start was basically obsolete and swapped it over for the correct version and suprise suprise my internet connection is how it should be ! So who's going to compensate me for all these months of having no Internet. I await a reply ( 4THUQF79304 )Update, After speaking to 4th utility helpline today (Joe.S ) I've changed my rating to 5 stars after previously leaving six one stars reviews , took months of effort and more likely cityfibre at fault but all is good now plus a few months of refund always helps forgetting the bad times. UPDATE Almost two weeks have passed and no sign of promised compensation but they still take their direct debit. Incompetence or just neglectful ! Either way i ain't being put on hold for 40 minutes trying to phone you so just letting off steam here instead.
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