Review Time
A tale of two cities, and two parts Part 1: 4 months of poor speed, no wi-fi television. Exasperated by a failure to respond to letters (3 or 4), a failure to respond to emails (3 or 4), and a failure to respond to complaints raised on their own on-live forms (2 or 3). I made 3 phone calls and was given ineffective advice. Eventually, I requested cancellation without penalty. Part 2: I made a phone call insisting on cancellation. However this time I was answered by a star by the name of Saraj! He listened to my complaints, fully understood my anger and frustration and asked if he could make one last effort to resolve my issues. The first issue was something to do with geolocation and ip addresses. Although it was clear that I was in Glasgow, I think the wi-fi thought I was in Manchester (or somewhere). 10 minutes later I had wi-fi on my tv after 4 months. Half an hour later, after further tweaks and adjustments, my speed was more or less as it should be. He also suggested that my equipment was a bit dated and recommended an update to get full benefit. This I have done and now everything is as it should be. Thank you Saraj Choudry, you put things right where others of 4th utility’s team failed.
Had issues with payment, first person who i spoke too was unhelpful and had no ability to talk me through that they were showing my direct debit was reversed and that I basically didnt understand the bank statement I was reading whilst on the phone,Then asked me to send bank statement to prove myself, yet provided no reference number so the emails bounced Second call led to a pleasant lady named Katherine who was far more helpful, showing that someone in that office actually was empathetic to my issue and actually checked the issue rather than fob me off
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