ISP Reviews by blgsmrs

I was contacted by them at the end of August 2012 when I arranged to lease a rental property. The salesperson was pushy but polite, and I ended up agreeing to take the service as I was assured it would be up and running when I moved into the property in the middle of September 2012. A few days later, I received an email confirming a service start date for the 2nd week in October, some 6.5 weeks after signing up. However, I understood that the Olympic games were causing backlogs and delays, so I made other arrangements in the meantime.

The router was delivered by courier on the specified date, and the engineer came to check the line the following day (two days off work). There was a problem at the exchange, so my go live date was delayed by a further dat.

Once the line had been activated, I followed the instruction for the set up of the router, but was unable to get access to the internet. I asked a friend to assist in case I was doing something wrong, but to no avail. I then contacted the Technical Support helpline for assistance. Over the next four weeks, I called tech support at least 3 times a week trying to rectify the problem. I completed a number of diagnostic tests, and was told a number of different reasons why I was unable to gain access to the internet (it's your line; it's your computer; are you sure you can't get access?). Tech support would often not return calls when they said they would, or would call in the middle of the day on the mobile phone, even though they had been advised that I work full time. Funnily, they never called on the landline that was installed as part of the broadband service?!?

Eventually, I was told that the problem could lie with the router, and was asked if I had another one that I could plug in to test, or borrow from someone else. I said I couldn't, and was then asked to buy one as they would not be able to send a replacement unless they could confirm that my original one was faulty!!! I did eventually get my replacement router, but was still unable to access the internet, at which point I requested that my services be terminated and my account closed.

After a few emails and a couple of weeks, my account was closed. I still do not know what the issue was, but I don't feel they tried hard enough to retain my custom. At no point did they offer to send and engineer to resolve the problem once and for all. Having also received an email intended for another customer with specific details contained within, I have little confidence in the professionalism of this company.For the UK's "fastest growing telecoms company", I believe they have a long way to go.

Their selling point seems to be that as a renter you can have a rolling monthly contract; I would rather have a service that works and worry about contract negotiations when the time arises. I am now with a mainstream provider, paying less on a monthly basis for more benefits. They were able to activate my service within 7 days.