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joeblogs's Review for uno

 uno (Broadband Fixed Line)
Posted: 13th Oct, 2020    By: joeblogs
Title: Overpriced. Hidden charges
I had slow speeds to start with which they were'nt very forthcoming with in their support. In the end I moved away from them because they are quite overpriced compared to other providers that offer an almost identical service. I was stung with a cease fee which I wasn't aware of and wasn't made clear at the time I ordered my broadband. Your mileage may vary but I wouldn't recommend them or go back to them myself.

Update 13/10/20 - Uno, I appreciate the comments but the last issue was nothing to do with replacing the filter - in fact, the cause of the issues was never determined as it seemed to resolve itself in the end. I worked very closely with your support representative, providing lots of data and evidence supporting the idea that it wasn't something saturating the bandwidth on my LAN.

Secondly, the sync speed may well have been within range but obtaining throughput at those speeds is a different story. The connection was so slow at one point, I couldn't navigate to your own website to update the support case.

Speeds at our location will never be very fast, I appreciate that, but Uno failed to deliver a service that goes above and beyond that which I can get from Zen Internet for about £15 less per month.


Time With Provider: 18 Months
Package Name: Fibre Pro 12 months
Value
Speed
Support
Services
Response From uno

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.

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