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mmmjaycee's avatar
mmmjaycee
On our wavelength
2 months ago

Numerous issues for last couple of years

That's it, since a router change about 2 years ago our service has been really poor off and on. This weekend the service has had numerous intermittent drop outs for a few seconds, as it seems to have done every few months since the router change. I think we've had 4 engineer visits in that time, and the checker is now telling me we need another visit!  The cost of our service is now astronomical as well, and of course another price rise coming shortly.  I wa offered a discount a few months on threatening to leave but it was still not going to be a competitive price, and that needed another 18 month commitment.  Why do we not get something off for customer loyalty, as that's what we've been for a very long while now?

So that's it, I've had my moan, but it's a poor service now, (which had been fine up until the router change) engineer visits that so far as I can see only temporarily fix our issues, and an astronomically high cost.  And the offer of full fibre in the street. 

 

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  • Buffer6's avatar
    Buffer6
    Legend
    2 months ago

    It sounds like you're at the end of your patience with this provider, and honestly, I don't blame you. A consistently poor service for two years, multiple engineer visits that don't seem to fix the issue long-term, and rising costs—it’s a frustrating situation.  

    If your service was fine before the router change, that strongly suggests the issue could be hardware-related, rather than something needing repeated engineer visits. Have they ever offered a different router to test?  

    With full fibre now available in your street, it might be the perfect time to switch. If you're already fed up with the service and the price isn’t competitive, another 18-month contract just to get a small discount doesn’t seem like a great deal. Other providers might offer better service and pricing, especially with full fibre options.  

    Have you looked into switching yet, or are you hoping they might finally offer something worthwhile for loyalty?

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hello mmmjaycee

     

    It's disappointing to hear of the both the service issues and problems getting this resolved. We appreciate you raising this via the forums.

     

    From checking the connection there are issues, although the main levels and specs are where we would expect them to be the hub is reporting errors that haven't been corrected. The Hub also shows it has been online for 112 days, a reboot may not fix the issues but it would help see if the uncorrected errors return. If you can do this and let us know so we can check to see if they return?

    I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.