I upgraded to fibre in August. Though I have never noticed any increased speed at least the service worked. On Tuesday the red light of death came on the so called super router. After ringing technical support I was told that despite being less than 2 months old the router must be faulty. I duly awaited my replacement. On arrival and setting up, I still had the red Internet light. Rang back and was told my IP address must not be registering with the network, to turn off for 30 minutes and then it would definitely work. Unsurprising it didn't. I rang again yesterday and explained my severely autistic son is extremely distressed that he cannot access xbox live, does not understand why the service disappeared over 3 days ago and is suffering an extreme reaction. Could they please get us back online as quickly as possible. Today I rang again. I spoke to a highly unsympathetic 'manager' who sounded like she was reading from a rolling script. She said they would escalate it but i must agree to terms and conditions before she would do anything. One of these being that I would be billed £65 if the fault was mine. I explained bluntly that the fault was at their end and that I had experienced no issues at all before 'upgrading' to fibre. Since then I have had sluggish Internet and now total loss of service (WiFi). She said it would be up to 72 hrs before an engineer can look into it. I explained again about my disabled son and the impact this is having on us as a family. She clearly couldn't care less. I said that I would look to terminate my contract on the grounds that i have never achieved anywhere near guaranteed speed since having fibre and now have ongoing total loss of service. She said I could not do that!! I am appalled by the lack of customer service. I am in for the weekend from hell with my son, who seems to think I have the power to do something about this and is taking his anger and frustration out on me. Sadly I have no idea if or when this will be resolved. I absolutely despair of this company and intend to run as fast as I can once this contract ends...one way or another. Poor quality service and staff completing lacking in empathy.
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