On Friday 15th November, my broadband disconnected for no obvious reason, and after testing and resetting, the router you decided as it was a Shell router, you needed to send another one.
I am very unhappy that you appeared to have disconnected my router. However I was prepared to wait patiently over the weekend. Then on Monday one of your team called me to say a new router had been despatched on the 13th November – this is not possible, since that is two days before I raised the tech issue and complained. They then said they would dispatch another router. That was yesterday.
Now I have called again and they STILL cannot confirm that a router has been sent or not. I can’t be put through to anyone in the UK. This is outrageous incompetence. I have been without broadband at home now for five days.
Your call centre staff in south africa are incompetent, rude and unhelpful and they seem to know absolutely nothing.
I insist that someone – in the UK – contacts me immediately to work out how this can have gone so badly wrong.
I WILL be complaining to Ofcom about this, and the dispute resolution body.
