Total Home Wi-Fi Booster add on for £8pm

[Peterjl2]

I recently signed up to a new 24m contract but because we have wifi signal strength problems, I add the Total Home Wi-Fi Booster add on for £8pm, which claimed to use wifi repeaters like eero mesh to get wifi signals all around your house. 

It is now 3 weeks on and I have yet to receive the wifi mesh boosters. I contacted the chat line and they did not even have them on order. I spent 40 minutes talking to 4 separate staff who seem to be unable to sort a simple problem and eventually was passed through the the Better Value Department (sounds ominously like customers complaints). Unfortunately, by this time I had to go out so I cut the conversation short by asking them to send me the wifi repeaters and email me when this had been done. 

4 days later and still no confirmation or tracking order reference.

Has anyone else had the same problem and how did you get around it?

[Mandisa-TT]

I have gained access to your account an update regarding your equipment order.

Your equipment is currently in FULFILMENT_REQUESTED status. This means that we have received your order, and it is now in the process of being prepared for shipment. It should be delivered within the next 2-3 working days.

[Mandisa-TT]

Thank you for reaching out and sharing your experience with us. I sincerely apologize for the frustration you've encountered while trying to resolve your issue regarding the Wi-Fi repeaters. 
 

I appreciate you taking the time to download the chat script and provide detailed feedback. It’s clear that the process has not met your expectations, and I want to assure you that we are committed to improving our service.
 

Regarding the confirmation email and tracking number for your Wi-Fi repeaters, I will access your account and check if the order has been placed. 

[Peterjl2]

Hi Mandisa, yes I tried again to resolve this through the chat helpline which is a very frustrating process. I downloaded the chat script to show how many people I had to deal with before Mark in Billing explained that when I renewed the contract they should have put through an order for the wifi repeaters but this obviously did not happen.

I am however still waiting for a confirmation email with a tracking number so that I know that these repeaters are on their way.

For the record, after chatting to Sara the automated first contact, I was then passed around on 2 separate occasions to:-

Order management

Technical support

Customer service & billing

Each chat took about 40 minutes and in both cases I had to cut the chat short because I needed to do other things. How long the chat would have been to get to the end is possibly over 1 hour, to resolve a fairly simple problem. Does this sound reasonable to you?

[Mandisa-TT]

I have gained access to your account, and it is showing that you are currently on our live chat agent regarding the same query. I will be able to assistance you with your query.

[Mandisa-TT]

Hi @Peterjl2 I'm sorry to hear this, I will access your account and asisst you with your query.