strange conversation

[essexbloke]

I have had an ongoing fault for around 7 days and chats with loads of people on the chat system and still not got any where.

The latest chat earlier the person said that i cancelled my fibre last week and that i can only use copper but it is dead.

she/he said i need to create a new  fibre account.......so i said how can i be talking to you then ?

as far as i know we have had fibre for around a year we have a fibre router plugged into the incoming fibre box.

Our copper landline wasn`t working last week.

The router we have doesn`t have a telephone socket ?

Can you please arrange for us to have a router with a phone socket please....... and check if we are on fibre, this is mind blowing ?

[essexbloke]

Thanks for your help, that number and chat is an absolute waste of time, that is why i asked you ?

Can you confirm if i am copper or fibre at the moment please ?

[essexbloke]

hi, i am really sorry but i have spent many hours talking to these people and nobody has been any help at all. todays conversation was the last straw.

The person i spoke to about an hour ago on that chat has told me that i am on copper still and fibre is unavailable unless i start a new account, who do i belive, it`s beyond me 

all i need is a router with a landline phone socket, i don`t mind paying for one.

I see you said was on full fibre....is it cancelled ?

[Thabile-TT]

Hi @essexbloke I'm sorry that you have such an issue with your service. I do see that your package was on Full Fibre. Here I will provide you with the contact details for our specialist department that deals with full fiber. 

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm