I emailed on Monday 22nd July to explain a problem and have received no response. I have had chats with 7 different agents, all of whom follow a computer script and refuse to offer any actual help or support, I have also emailed your CEO, shock that there was no response there either. Below is said email. It has now been 39 hours without active internet, yet you don't deem this an urgent case?
Good Evening,
I am emailing due to the outrageous and un-helpful customer service. My internet has been down since 1800 yesterday evening (Monday 22nd July) it's is now 16.17pm on Tuesday 23rd July which means I have been without internet for 22 hours. I have spoke to five different agents, and I am constantly repeating that I have completed all the checks your online guides suggests, and each time they tell me they can sort the issue, I then get told I will need to book an engineer who will turn up in a weeks time, do you think this is acceptable? I work from home and study from home, I am losing out on wages due to not being able to work and you expect me to go a WEEK without working? I would like to know if YOU would go a week without? Will your company being compensating me over loss of earnings due to you not fulfilling your contract and providing me with a working service? I'm sure if I withheld my payment each month for 22 hours you would have something to say. I am not happy at all, I have an "open case" for a fault which I should of had a response from in five minutes, yet it's been 22 hours? I am using up all of mobile phone data, will you compensate me for my mobile phone bill?
I am disgusted that a wait for an engineer is up to a week long, you do not treat potential customers this way, you're all bells and whistles when trying to obtain new customers, yet do nothing to support the customers you have. As stated I've spoken to five agents and sent a complaint email, and I have received no response. I will be making people aware of this company and not to use you when you can not provide the service that is being paid for. 22 hours with no internet access is unacceptable. I hope on receiving this email you will be to step in, organise an engineer alot sooner (I don't want to hear how they show available slots they have, I suggest that I am an urgent customer who needs a slot ASAP) and I also hope to see some form of compensation for my loss of earnings, mobile data phone bill, and the fact you're charging me for a service I am not receiving. If this issue is rectified to a decent standard I shall be happy, if not, I will be swapping my internet provider to a company who looks after thier customers and is also cheaper monthly, and also seeking advice from the citizens bureau on how to file to claim back the above mentioned costs.
