We were attracted to Wildanet due to its brilliant offers and have had a great experience with some very helpful engineers, but customer service has been dreadful and after two months of waiting for issues to be resolved so that we can get online, we have had to give up and cancel the plan.On our initial visit, a very helpful and personable engineer informed us that there was an issue with the ports in the box down our road which would need fixing before they could get us online. He assured us this was usually a quick fix and that we should hear within a few days that all was sorted. We heard nothing from Wildanet and eventually reached out ourselves. We were repeatedly told by customer service that they had escalated the issue to the complex case team (they never did) and were resolving it (they never did). Assurances that we would hear back in various time frames were repeatedly broken. We chased and chased, with the delay meaning we came out of our previous fixed term contract with another provider and ended up paying an extortionate price (almost double) whilst waiting for Wildanet to come back to us and get us online.After approximately two months we gave up and asked to cancel. An engineer came out - despite us cancelling the arranged appointment and asking for a different time - to collect the equipment. They phoned the complex case team in front of us who responded that they were unaware of any issues in our area. Within an hour the engineer was able to come back and inform us that the issue with the box would not be a quick fix. They were unsure why no one had been able to tell us this until this point. We asked customer service for details on how to escalate our complaint several times, a request which has been repeatedly ignored. We were told Wildanet could give us no compensation for the ridiculously high internet charge we ended up paying waiting for Wildanet to tell us what on earth was going on, and then eventually were offered a “lifestyle discount card” which holds no monetary value. It has never arrived anyway.We are really disappointed with this service and would absolutely not recommend.
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