Wessex Internet
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Dreadful - from woe to go confusion and failure
I live in a very rural area where the only half decent internet provider is Wessex Internet. To be fair, their service up to now has been pretty good. Not the fastes but fairly stable and consistent. However, they have been promoting their new high speed internet service for many months. I signed up as interested from the start and after many months waiting we were finally promised it was coming. To cut a long story short, with no warning of when works would begin they started. Our first clue was that our water was cut off. Our water supply comes from a neighbouring farmand on spotting some workmen with a digger, in the field near the farm I set off to investigate. They were Wessex Internet (WI from now on) staff and denied any knowledge of why the water was cut off. On further investigation (phone calls to all and sundry) it became cleaer that it must be WI. I trapsed back over the the fields to talk to the WI guys, turns out they had already sytarted work on trying to find and repair the water supply they had damaged. On the walk back I telephoned WI and was told that the Project Manager was at my house. Things were looking up, having never been in contact with the elusive PM I was surprised but hopeful. After walking all the way back and introducing myself he did not apologies, or explain what had happened but mentioned that they were repairing the numerous leaks they had caused. Next came the wait... WI called me to book and appointment for 18 December 2024 for an engineer to come and install the 'coils'. I think these are the cables from the main infrastructure into the house. Next day I got a call to cancel the appointment becuase they didn't think the infrastructure was right. A couple of days later, with no warning except the dog went raxcing out the back barking, WI engineers turned up, laying the new cable. And then another wait... Finally we were advbised that on 13 January 2025 they would be running the cables to the house and then on 17 January the engineer would be connect us up. All well and good, except it didn't work. Well that's not quite true, it didn't work as promised. In fact it was so far off fast, the old system was quicker. There followed a seemingly endless series of communications (email, telephone etc) during which their IT techy was condescending and quite rude (even though turns out he was wrong), during a telephone conversation with the WI Customer Services Manager I questioned why he kept referring to WiFi when it was supposed to be fast fibre optic broadband. The line went silent for a while and then he came back on the line, very apologetic, becuase they had failed to close my old account and their techs were testing the old system - not the new fibre supply!!! Well, they have sent out a booster and after one of their engineers failed to turn up for an appointment, their engineering manager came out, did what he could at our end and set up the booster, but the service in our house was no better. he then plainly stated that the equipment in our house was working correctly, the probelm must therefore be further back in the infrastructure. WI apparently ignored this and I subsequently got an email from the rude techy (now polite) saying he'd tweaked womthing and is it any better. the answer is no! We are still getting speeds almost four times slower than promised, and it is erratic (varies from time to time and from place to place) and unstable. I have again emailed a response stating the comments for the engineering manager, but have yet to discover if WI have solved the probelm/s. We live in hope!