Wessex Internet
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Do Not Use This Company!
Do not be tempted to sign up with Wessex Internet! When their service is up and running, all will be good, but based on my current experience, if anything goes wrong, you will wish you hadn't opted for them. Their business is trying to grow far faster than their current infrastructure and support will allow and they are doing a terrible job of sorting issues. I have been with Wessex Internet for 5 weeks now and just over 2 weeks ago my property stopped receiving internet. I phoned the help team and confirmed there was an issue. I was told that an engineer was not able to come out to the property for at least 3 days which was my first annoyance. I work in IT from home, so having internet is extremely important (Ironically the engineer who initially installed the fibre to my property was slagging off companies who provide copper internet about being unreliable) Unfortunately I was away on holiday when the first engineer slot was available but was able to book in for the week after when I returned. The engineer concluded that the issue was not with my property but with some cabling down the street and they would need to book in a separate team to fix this. My first questions is... why on earth does this company not have any knowledge that their service is not being provided to a group of properties because of damaged cabling? They should have reliable status checks in place, and it should not require a report from a customer to tell them their cabling is damaged. Interestingly their service status page is still reporting 100% Operational for Fibre to the Premise Services which is obviously not correct. Since the engineer visit (4 days ago), I have phoned Wessex Internet every day looking to find out when this work to restore internet to my property would be carried out, to be told "we will chase it up and call you back" every single time. Not once has anyone from the company called me, and I do not yet have a time scale for when the work would be done. Ironically, My direct debit was taken in the midst of this problem...so apparently they feel it's fine to take my money, but they are happy with not providing the service I'm paying for. I have had to change my mobile contract to provide unlimited data just so that I can function and do my job. I am obviously not a priority to them, and they absolutely do not seem to care what so ever. 1 star is not low enough for how I feel I have been treated. Apparently I'm locked into a 12 month contract even though they can't provide their service... I wonder how many months of this contract I will actually have internet for?...