uno Reviews

We're sorry if you feel the questions are "unnecessary". We have to ensure that we gather information for a reported issue and if we are asking such questions, it means that not all the information has been provided on the initial form. Unfortunately, some information entered is either incorrect or the fault type selected could be mismatched to what is being stated; these are things we have to check.

Much of what you've claimed however is incorrect in regard to Openreach works and line checks we can and do run on faults.

Openreach do routine cabinet reboots/software upgrades and these are not always notified to us on an exchange or cabinet level. This is not unique to us in any way. Genuine outages however are recorded and published when service affecting.

We can, of course, run a line check and this is one of the standard things we do when a report is received. However, as you do have a line, if the Openreach line check is clear (returns no detected fault) and based on the issue you are reporting, checking for a clear dial tone amongst other things are standard diagnostic checks.

If you've requested to cease your service which it sounds like you have, a cease fee, charged by Openreach, is passed on at cost. Unfortunately, if you've not followed the steps within your portal, this delays your cease request but could have been avoided by doing this on the first instance

We appreciate your comments very much but do have to make clear that you have no email hosting with us.

In regard to the cease fee, this remains exactly the same as it did prior to transfer. In 2017 we explained the terms of the transfer more than 60 days before this happened setting out that you could go elsewhere and had this period of time to decide.

As you made no request to us in this time, nor made any contact whatsoever, the transfer proceeded but as was explained in great detail at the time, your contract terms did not change; the length remained as it was as did the pricing. This still remains true today. As we made sure, no customer would be disadvantaged by the change.

The network you are moving to have generated a losing order which has generated an Openreach cease which is passed in to you, no different to what would have happened prior to transfer.

One of the team was trying to explain this to you today on the phone but unfortunately, you spoke over them and then hung up.

We will be in touch to send your original terms as well as the current terms for your peace of mind to show there has been no change as claimed.

We appreciate the comments although feel some information has been omitted.

In regard to the speed, we provide a speed range prior to signup that the line should be capable of. At the point we were contacted, the line was within this banding. There was a claim the line was higher prior to migration which we advised was likely due to a DLM reset which can happen on migration. Avg support response was less than an hour.

We also checked historic DLM records with Openreach which showed the line had a variable sync before it migrated to us. The customer then located the issue with a filter and as soon as that was replaced, sync returned to the level the customer expected with no further reports since (over 15 months to now).

In regard to the cease fee, this is clearly mentioned before any order progresses on our broadband product pages, after entering a number in the summary information box prior to entering any details and also within our price list referenced in the terms agreed. We can't agree the reviewer wasn't aware of it, or that it wasn't clear being shown three times during the order.

Due to the provider who the line is migrating to and their order, it generates a fee which is passed on at cost.

Finally, being "overpriced" is subjective and we're by no means the most expensive either. A quality service does come at a price and we don't aim to compete at this level.

We appreciate the feedback, especially when it is fair. However, in this case we don't believe it is, especially where that service isn't provided by us.

The customer reported issues with a service indirectly provided and the claims of missing messages could never be proven. In a choice of one of three third party webmail clients, the missing messages could be seen and viewed.

Further more, the customer reported that two emails were missing attachments when in fact these messages were using inline encoded content to make up a HTML formatted message. When rendered, the attachments do not show because they form part of the message.

There is certainly no issue that we are unable, or won't resolve but can only do so where there is evidence that such problem exists and this was not the case.

Notably we do not provide an email forwarding system and have never done so in the past.