Review Time
Terrible company. Very amenable when they were taking my money but their broadband doesn'???t actually work and they aren'???t interested in helping me to resolve the issue or to give me my money back. I contacted them on 22nd February - within my 14 day trial period - to say the 4G. broadband had been dropping out and now wasn'???t working at all. Their automated email said they would get back to me within 2 hours but it took 2 days for them to respond by email. They replied by suggesting I go for a fibre connection instead, but I don'???t have fibre where I am which is why I went with BOnline and not a better known company. I replied to them but have received no communication since then. I then requested a call back so that I could arrange to return the faulty equipment but they failed to either call me or to reply to any emails. They have now ghosted me for over a month although I send regular emails asking for help. It'???s now April. My last email - which copied in USwitch and the communications ombudsman actually generated a missed call from them which I didn'???t see because I have no WiFi at work, thanks to their faulty service. I left work and tried to call them back only to have an automated message say that they were too busy and that they would call me back, which, of course they didn'???t! The call then cut off.I tried calling again this morning and pressed the relevant buttons then I got a random recording saying press 1 for something unintelligible and 2 for something else unintelligible, the voice spoke so quickly and was so muffled that I couldn't work out what was being said. I tried pressing 1 and got the same message, then I tried pressing 2 and got the same message. Then, once again it said, theywere experiencing high volumes of calls and would call me back and the call cut off again. I literally despair that companies can operate like this. It'???s sad that I have to leave a review like this in order to get a response but with a company that lacks basic customer service skills it'???s a necessary evil.
The customer agent I spoke to will patient and understanding. They took time to listen to my query whilst on hold to get the matter resolved Ruqayyah kept assuring me that they will get the matter resolved and apologised for the wait - politely.She resolved the matter in a satisfactory manner. Thank you Ruqayyah,
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