I was apalled to be told that it would take another 1.5 - 2 weeks for a second tier of technical help to get back to me to try to get my internet working. This was after the 1st tier provided a very low level of trouble shooting. I asked if they could send me out a new router to see if that was the issue however they said they absolutely could not do that. I had to wait 7 - 10 working days to hear from someone who could authorise sending one. They seemed to consider that
this was acceptable service. We have three people working from home so internet is an essential service for us, however this made no difference. I had three choices, wait (no), change ISPs and hope they one could connect faster, or buy a new router to eliminate that as a problem. I bought a new router and with the settings provided by Contact it also didn't work. I tried other settings and with it setup on Static IP address it worked fine. I tried the old Contact modem with my settings, and that now worked, so Contact:
1. Consider that it's acceptable for customers to be without internet for two weeks
2. Don't know the settings for setting up their modems
3. Can't authorise anything, like a replacement modem, to help customers get back on-line earlier
4. Have pretty low level staff to respond to general technical problems, after that you wait internet free for up to two weeks.
5. Are woefully understaffed if it takes up to two weeks for a tech to call you back
When the service does work it is patchy and sometimes hangs up when just streaming one TV - wasn't fibre supposed to fix this?
So if that is all acceptable to you to then go ahead, choose Contact Broadband and have fun. ...read more
