Want to check if your area is affected by an outage or having network issues? Follow our dedicated service status page here for all updates: 🧑‍💻👷🛠️

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@StubbornDonkey We apologise that the engineer didn't show up for the initial appointment. That's definitely not the level of service we aim to provide. We're looking into why that happened.

@StubbornDonkey We completely understand, and we sincerely apologise for the repeated phone calls. Going forward, we'll stick to email communication as you’ve requested. We're not trying to be anything other than helpful. Our priority is to fix the issue you're experiencing.

@StubbornDonkey If you're not getting the advertised speeds when connected via a wired Ethernet connection, that indicates there may be a fault on the fiber line itself, which is why we've already scheduled an engineer visit as requested.

@StubbornDonkey It's important to remember that no internet service provider can guarantee specific speeds over Wi-Fi. There are simply too many factors outside of our control.

@StubbornDonkey You are welcome to get more information about the differences between wi-fi and wired connections by reading this super helpful article available on our website:

@StubbornDonkey We're really sorry you’re feeling ignored, but we promise that’s not the case! Our Customer Excellence team has been in touch and we’ve already arranged an engineer visit. We’re committed to getting this sorted, and we’ll make sure everything’s taken care of during that visit.

@thesithlord2016 To return your router, please reach out to our support team. They can provide you with the correct instructions to ensure the equipment is returned. Call 02039 255 299.

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@SteveHusselbee Just to clarify, are you running these speed tests via a wired connection or over Wi-Fi? The advertised speeds are based on a wired connection. A mesh system or booster can help improve coverage. You can read more about it here:

@StubbornDonkey We totally get how frustrating this must be, and we appreciate you sticking with us while we work through it. As per our ongoing communication, an engineer has been arranged to visit and get things sorted for you. Hopefully, we’ll have you flying at full speed very soon! 🚀

@amysharp0102 Hi Amy, so sorry to hear that's happened, we'd really like to investigate, please could you pop us a dm with your area/address details to help us identify where this happened?

@jonpaulslamdog We’ll make sure to address the issue with the cable and get someone out to take care of it. We’re committed to sorting this out for you, but we can't help if we don't have your details. We kindly ask again, that you send us a DM with your email address so we can resolve this.

@jonpaulslamdog In order to provide the best service, we do need to do our first-line checks and troubleshooting. This helps us determine whether the issue is on our side or at your premises. It can be a tedious process, but it’s necessary to ensure we get things running smoothly for you.

@StubbornDonkey We'll get someone to contact you directly to resolve this for you as quickly as possible.

@StubbornDonkey That doesn’t sound like the experience we want for our customers—We're really sorry you’ve been left feeling ignored. We'll flag this with our support team to ensure you get the help you need. Please DM us your details so we can access your account.