topic Re: Freedom fibre LOS 8 days nightmare in Full Fibre

Freedom fibre LOS 8 days nightmare

Tk-421 — Tue, 12 Dec 2023 12:15:35 GMT

After logging a fault 8 days ago I’ve had nothing but useless service and excuse after excuse.
the ONT shows LOS and no PON.
Up to now I’ve raised 4 fault tickets which keep getting deleted after 2-3 days without any resolution or update. I’ve been promised 2 routers, not sure why and an engineer visit that was canceled 2 hours before due.
need to get a complaint together and out of this useless service. Never had such a bad experience with nobody interested in taking ownership. At least BT resolved faults!

Re: Freedom fibre LOS 8 days nightmare

Anonymous — Tue, 12 Dec 2023 12:24:52 GMT

Good afternoon,

I'm so sorry to hear this. I've escalated this over to one of my colleagues from the Freedom Fibre Team and have asked if this can be picked up ASAP. I'll post back here as soon as I receive an update.

Thanks

Michelle

Re: Freedom fibre LOS 8 days nightmare

Anonymous — Tue, 12 Dec 2023 12:35:42 GMT

Hi again,

They have just come back to me and have asked one of the team to contact you directly. Please let me know if you're not contacted by the end of today.

Thanks

Michelle

Re: Freedom fibre LOS 8 days nightmare

Tk-421 — Tue, 12 Dec 2023 13:28:24 GMT

Thanks for the update.
just spent the last 2 hours on the phone being passed from, eventually contacted the care team and spoke to a really nice women who was super helpful and apologetic about the whole thing. Lets hope for a quick resolution.

I will keep the thread updated.

Re: Freedom fibre LOS 8 days nightmare

Anonymous — Tue, 12 Dec 2023 13:32:18 GMT

Hi,

Thanks for the update and I'm sorry to hear that. We'll also check back in with you in a few days to see how you're getting on.

Thanks

Michelle

Re: Freedom fibre LOS 8 days nightmare

Anonymous — Fri, 15 Dec 2023 07:10:28 GMT

Morning,

How are you getting on?

Thanks

Michelle

Re: Freedom fibre LOS 8 days nightmare

Tk-421 — Wed, 24 Jul 2024 05:54:45 GMT

And here we are again, no internet, flashing amber lights on the router.
when the engineer visited last time he mentioned that whoever had done the fibre hook up and connecting on the main pole across the roll wanted talking to as there were all kinds of wrong in there including coiled of excess fibre just bunched up. It does look a mess. Regardless I’m left again without any internet. I’ve never had such a flaky service in all my years. It goes down regularly but usually comes back on before you get chance to raise a complaint. Will obviously start the ridiculous running around and contacting people today…yet again.
please send someone who actually knows why they’re doing for goodness sake

Re: Freedom fibre LOS 8 days nightmare

Anonymous — Wed, 24 Jul 2024 06:52:59 GMT

Morning,

I'm really sorry to hear this. I've passed this straight over to the Freedom Fibre Team now and have asked if they can look into this ASAP.

Thanks

Michelle

Re: Freedom fibre LOS 8 days nightmare

Anonymous — Thu, 25 Jul 2024 06:18:12 GMT

Good morning,

I believe that the team have now been in contact.

Thanks

Michelle

Re: Freedom fibre LOS 8 days nightmare

Tk-421 — Thu, 25 Jul 2024 06:57:50 GMT

Yes,

CS staff contacted me yesterday regarding the continuing issues with the Freedom fibre broadband connection and loss of service issues.
Although no replication was provided a new router is being sent out. I do still feel there is an issue outside the property. Let’s see what happens going forward.

Re: Freedom fibre LOS 8 days nightmare

Anonymous — Thu, 25 Jul 2024 06:59:12 GMT

Hello,

Thanks for the update and hopefully the team will be able to get to the bottom of this for you.

Thanks

Michelle