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Waplord's Review for ReSQnet

 ReSQnet (Broadband Fixed Wireless)
Posted: 07th May, 2014    By: Waplord
Title: Poor Customer Service and a very poor product
Joined ResQnet approximately 12 months ago, upon joining the service speed was initially quite good 10mb approximately, however almost immediately due to under investment and increasing user load the network very shortly crumbled under its own weight with outages of a day or more being commonplace.

I wish i could say that the support was good but unfortunately not, if they answer the phone (which isnt very often) the nice lady you speak to on reception tells you an engineer will look into the problem and call you back no support ticket number etc is assigned to you and again very rarely if ever will an engineer call you back. (ResQ usually say they are too busy fixing things or don't have sufficient staff to call you back if you can actually quiz them on this), you can email them again you'll be lucky if you get a response, they also have a system on their web site to open support tickets, these are rarely updated if they are it'll be an engineer will investigate and get back to you , which they never do again (noticing a pattern here).



Since the summer of 2013 the service has limped on with inconsistent speeds and frequent unexplained outages. My own diagnostics on my connection have shown massive packet loss and massive network congestion on the back end. Problems became so bad that in Autumn 2013 the Welsh assembly grants they were claiming were cut off to them. Due to being ignored so much by the isp i formed a usergroup to allow users to report their issues in the open, however due to the isps phobia towards social media (they closed their own facebook page due to unhappy customers who were fed up of being ignored posting there) my connection was terminated this weekend with no prior notice for complaining in public and trying to get some action from them about the problems they have ignored, they have also threatened at least one other user who has complained about the poor service with disconnection.

£24 a month for the service would be reasonable if it actually worked with any degree of reliability, i.e. you wish to use your connection during times when people are awake, since its not that reliable then its definitely an expensive service.

Overall to say i'd recommend avoiding using them would be a HUGE understatement.

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