Room for improvement
Waited in all day for the engineers to come and install, I was given a PM installation slot, the engineers arrived around 4pm. The installation went well with very little fuss and no mess. When the engineers left my internet was running very well with a download speed of around 500. The next morning though an alarm was showing on my router and the internet had dropped out, I tried resetting as per instructions many times, all to no avail. I rang the helpline, who organised for an engineer to return and fix the problem, this was on Tuesday. So installed Monday, off Tuesday now it’s Thursday and still no internet, engineer supposed to be coming today but I have no idea when. Not great.
My daughter had similar problems when she was connected but I thought that was a one off, it seems that it’s the norm as I’ve heard of other people recounting problems. You need to improve!
Reply from Fibrus
Hi Eileen
Thank you for sharing your feedback with us. We’re glad to hear that the installation went well initially. However, we truly apologize for the ongoing issues you’ve experienced with your connection. We understand how frustrating this must be.
Please rest assured that an engineer will be attending today to resolve the issue. We are committed to improving our service and appreciate your patience as we work to address this.
If there’s anything else we can do for you, please don’t hesitate to get in touch.
Kind Regards
Customer Experience Team