Despite many telephone conversations with members of the Big Blu staff, I am still very unhappy with the current level of service.

On Good Friday, the Surfbeam 2 modem failed. As it was Easter weekend, there was nobody available until the following Tuesday. On that Tuesday, I ordered a replacement modem. Several phone calls later, the replacement modem finally arrived, almost two weeks after the order was placed.

Since installation, the down/up speeds are well below what they were. Last week, my husband spoke to someone in the support department and they agreed that something was definitely not right. This person said they would check the speeds were not being throttled for some reason and they would then come back to us and that the modem would probably need to be replaced. We have heard nothing since then, although the speed issue has not been resolved and is still well below expectations.

I have not received an invoice for the replacement modem - although every indication is that is not performing correctly. Neither have I received the credit that was promised for the excessive downtime. In good faith, I paid my monthly bill.

To date, apart from the inconvenience (to put it mildly)of being offline for two weeks, it has cost over €100 in telephone calls (as nobody has ever actually returned our calls as they promised and we always end up