We have been loyal Toob customers for many years. When we decided to move to a new address, we contacted Toob well in advance to inform you of our move and to arrange service . We signed a new contract on 22/12 and scheduled an engineer visit for 10/01 . At the time, we were assured over the phone that full fibre service was available at our new address.
On the day of the scheduled visit, we were at home waiting, but no engineer arrived. Several hours later and after call to help desk we informed that the visit had been cancelled. After multiple calls to your support team, we were informed that there is currently no technical possibility to connect us.
Several weeks later, we received a letter stating that minor work is required near our home to replace a short section of duct (in our gravel area), and that our consent is needed. After numerous further calls to support, we were able to provide our consent, though only after being passed back and forth between agents.
Since then, there have been no updates or follow-up contact from Toob. All our home equipment relies on internet connectivity, including our thermostat, which has caused significant inconvenience.
We would greatly appreciate a clear update on when we can expect the installation to be completed, and what steps are being taken to resolve this situation.
We value our long-term relationship with Toob, but this experience has been extremely frustrating, and we hope for a prompt and concrete response
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