No help or reply here, no help or reply on the phone numerous times for hours a time. When I do get through, all you say is "we've ran a test nothing is wrong", then a long silence as if I should say "ah sorry my mistake I'm such a babbling idiot, these internet issues I face seem to just be in my head." I'll just pretend videos don't take ages to load, web pages simply do not struggle and online gaming is not actually unplayable and currently wasting the money I spent on a PC and games!
All you seem to want to do is get me off the call as quickly as possible and fob me off time and again as if no problem exists.
Clearly being a customer for 10 years and currently paying £35 a month just for broadband means nothing to you, and I'm just another poor schmuck reporting problems with no help or resolve.
You don't seem to care about us long term ones who are constantly putting money in to the pot to subsidise new customer's bills in the first place.
High latency, packet loss - real internet problems that have been causing me loss of service for months. I've had problems a lot last year, now this year. Continuing to pay for a service I don't actually receive as advertised or charged for but I have no option to claim for a refund or my monthly bills reduced from a lack of service because of the red tape and loop hole that you actually provide me with specifically the "speeds" you are contracted to do so. If only high latency always affected speed, so you had to actually support and care for your customers. Or your tests were setup to actually test a network and catch problems beyond "speed is fine, nothing to see here, take the cash, moving on..".
The ironic thing is reading through these forums is the average non staff user cares 10X more for people's problems than the actual company who I pay for the service.
It's all pretty stressful, and to be honest quite upsetting given the lack of care and high price, and how critical the internet is to us all now. In fact at the risk of sounding dramatic, it's quite scary the power you have in the world to take people's money and provide a sub par broken service.
I'd go to BT but they're the same, and I probably can't get out of my contract because not only do you charge a high amount for basic internet, and provide me a poor service for that, you fiendishly lock me in so you can keep your dark talons tightly gripped around my wallet each month.