A week ago when I was working from home due to the pandemic, my internet went down. I called in to speak to someone to get to the route of the issue. I spoke to a woman who reset the box and assigned me a new easy password (1 through to 9). She said give it 10 mins and then try logging on again under the new name and with the new password. Tried for half an hour and it kept saying incorrect password.
Called back up, had to go through the tedious security automated questions to be put through to a young man. He said the password should be 1 through to 8, not 9 and to try again. Again, it did not work so he said he would reset it AGAIN. After 4 times of resetting, the box stopped working altogether and the advisor told me there wasn’t even a signal through the box anymore, he apologised but said they had messed it up even more on their end and he had no choice but to send a new router and I had to wait up to 3 working days, I asked for an upgrade to a next day and he said that facility wasn’t physically available, but promised me it would arrive by the Friday.
No sign of the box Friday, so called that evening and spoke to another woman. She said it appeared the box hadn’t been sent and would offer me a £20 credit, but assured me she would send it out the following morning on a special delivery which would be guaranteed for the Monday, but I had to be home to sign for it. (Although on the Tuesday they said they didn’t have the facility to send special delivery - lies).
I proceeded to contact my manager and book the day off work, as I couldn’t work from home due to no wifi, and had to wait at home for my new router.
I called on Sunday and spoke to a man who confirmed my order would arrive Monday, and had been sent special delivery.
Monday morning and I called post office to ask for tracking, someone said they would call me back within the hour - lies. Called 2 hours after my initial call on the Monday asking for tracking and said nobody called me back, and the man said “Aaron has taken this on and will call you with an update when he has one”.
It got to 3pm and still no sign. Called again and spoke to a woman who put me on hold 6 times, trying to get a tracking reference was like pulling teeth. She then proceeds to tell me it has been despatched TODAY and would take up to a week to arrive. The tracking reference she gave doesn’t work and isn’t registered with Royal Mail.
As a key worker in the midst of a pandemic, not being able to work because of the pack of lies I have been continuously told; I have had no choice but to dump them and cancel my direct debit... if I could give a review less than ‘poor’ I would. It’s an absolute shambles and I have no idea how they haven’t gone bankrupt. I asked to speak to a manager and was told ‘no managers take calls’ - WOW. It’s an absolute disgrace of a company. They state all calls are recorded but clearly nobody listens back to them, even after being asked to.