Fast.co.uk
February 10th, 2010 (Last Edited: February 12th, 2010)
Was previously with Orange - always had good service & good speed from those guys, but had to switch because they refused to provide a VAT invoice (I work from home a lot, so claim back my broadband expenses through work).
So, did a lot of desk research and found lots of really good reports about Fast. The switch across was very straightforward and it was pretty easy to set up to be fair.
Speed was slow-ish to begin with, but then settled down to about the same speed I was getting with Orange.
BUT then the speed today was reallllllllllllllllllly slow. Turns out I'd gone over my 5 gig limit and they choked it right down to 24bps at one point......that's the slowest connection speed I've ever had, even slower than dial-up ! That is ludicrous.
At first I naively assumed it was a technical problem, so I spoke to one of their technical guys tonight and he was downright rude to me !!(never mind being incredibly patronising at the same time) All he tried to do was upgrade me to a higher package, and made no apology for choking off the speed. When I complained about the lack of notification, he couldn't care one bit.
Very poor service, and very annoyed, given the previously good reputuation, which is false, imho.
******* UPDATE as at 12TH February *******
Further to my post from 2 days ago, I subsequently received more than one phone call from one of the Directors from Fast, offering profuse (and sincere) apologies for the poor support. He listened to my complaints and explained what had happened.....
It transpires the information given by their Tech support guy was totally incorrect - Fast normally send out an email warning the user when they hit 80% of their monthly download limit. I never received this email, Fast are now investigating why not (it was not in my spam box). They have subsequently removed the cap for the rest of this month and have advised how to check my usage rate online (which I wasn't aware of earlier). My speed has now returned to normal.
This is a good example of how to resolve a customer complaint and is perhaps more reflective of the "normal" levels of customer service. In light of this development, I have now revised my ratings from their initial low scores.
So, did a lot of desk research and found lots of really good reports about Fast. The switch across was very straightforward and it was pretty easy to set up to be fair.
Speed was slow-ish to begin with, but then settled down to about the same speed I was getting with Orange.
BUT then the speed today was reallllllllllllllllllly slow. Turns out I'd gone over my 5 gig limit and they choked it right down to 24bps at one point......that's the slowest connection speed I've ever had, even slower than dial-up ! That is ludicrous.
At first I naively assumed it was a technical problem, so I spoke to one of their technical guys tonight and he was downright rude to me !!(never mind being incredibly patronising at the same time) All he tried to do was upgrade me to a higher package, and made no apology for choking off the speed. When I complained about the lack of notification, he couldn't care one bit.
Very poor service, and very annoyed, given the previously good reputuation, which is false, imho.
******* UPDATE as at 12TH February *******
Further to my post from 2 days ago, I subsequently received more than one phone call from one of the Directors from Fast, offering profuse (and sincere) apologies for the poor support. He listened to my complaints and explained what had happened.....
It transpires the information given by their Tech support guy was totally incorrect - Fast normally send out an email warning the user when they hit 80% of their monthly download limit. I never received this email, Fast are now investigating why not (it was not in my spam box). They have subsequently removed the cap for the rest of this month and have advised how to check my usage rate online (which I wasn't aware of earlier). My speed has now returned to normal.
This is a good example of how to resolve a customer complaint and is perhaps more reflective of the "normal" levels of customer service. In light of this development, I have now revised my ratings from their initial low scores.
Review Ratings
- Services
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- Support
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- Speed
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- Value
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