I am writing this to warn others about the absolute nightmare I’ve had dealing with this company’s broadband services. Their internal systems are a shambles, and their customer service is even worse.
Despite returning my Smart Hub via the Post Office and holding official proof of postage, I have been hit with an unjust £65 charge for "non-return." This is daylight robbery. They are charging me for their own inability to process returns correctly.
A Chain of Failures - The only reason I even had this kit was because the company failed to book an Openreach engineer as requested—a mistake they admitted was theirs. To make matters worse, they sent a 4G-based Smart Hub to a property with zero 4G coverage. They didn't bother to check the signal or disclose this limitation; they just sent out useless hardware to cover up a booking error.
Basic Admin Errors - I have requested multiple times to update my billing address to my new house, yet they continue to send sensitive financial documents to my old address. If they can’t manage a simple address change, how can they be trusted to manage a broadband network?
The Final Straw - After speaking with a representative who was incredibly unprofessional and clearly unsuited for a customer-facing role, I’ve had enough.
I will be closing my broadband account at the earliest opportunity.
Verdict: Avoid this company if you value your time and your sanity. They are quick to take your money but incapable of providing the service or administrative accuracy you pay for.
