After a year of waiting whilst paying the extortionate virgin media out of contract broadband fees we finally had an install date for city fibre to come round last Friday morning. They were great installed all in under an hour, had lots of calls an texts beforehand and the router was sent in advance…however they didn’t stay to check it was fully set up with the router before leaving.
They did ask if we had registered etc beforehand…i was confused around this as we had received no details from talk talk on how to do this…as it transpires we were supposed to receive a contract copy and an account number etc, which we did not have, until today. (Problem no 1.)
Problem number two is the eero router didn’t find an internet connection whilst they were still at the house, they said this was normal and to give it until 5pm on Friday before ringing customer service. 5pm came and went and we still had no connection (problem no 2.)
My partner then spent over 3 hours talking on th phone to bots ‘customer service’ on the web chat trying to fix this to no avail -they constantly started by asking for an count number we didn’t have and passing us through 4 different departments when cutting us off the line multiple times.
the engineers returned another day, still no connection to the house from talktalk, they tried to have a conference call with talktalk on the phone and event they got cut off.
I spoke again yesterday with customer service on chat (phone lines are not available on Sundays for some reason) (problem number 3) as it was incredibly difficult to explain my issue to a bot to get through to a human and even then to find anyone who could understand the issue and help. Again i was cut off multiple times and had to reconnect many times and re explain to new assistants, who eventually said they have passed the ball back to cityfibre to investigate who would be in touch. They asked when they could next come round to which i said Monday (today).
since then no one has come round to attempt to fix the service nor been in touch…however my email with an account number magically appeared in my inbox.
after leaving virgin media due to terrible customer service I feel like I’ve found a new low. We did leave two weeks overlap on the old broadband from virgin media but at this pace I am doubting it will be sorted before the old service terminates.
Has anyone got any pointers?
the white ONT box shows the three lights it should for a good connection…expect there is none.
we have tried with the erro, our own tp link p9 to get a connection but no joy.
My partner and I are very technical in our own jobs but feel a bit stranded by this as it seems neither company wants to take responsibility or ownership of the failed connection.
