GoFibre Broadband
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I would have given 0 stars if I could issue after issue
Update....well Gregor what a quick response... it would have been nice if someone had replied the email I earlier but if we can open a dialogue through Trustpilot I'm cool with that too 😁 Things do not happen when they say they will I was totally oblivious to the survey not being done until I phoned up and queried and was told that it should have happend. 23/7 by one guy and 30/7 from another was given a story about it disappearing from the system and told the survey would happen on Friday it didn't and was supposed to then happen on the Monday and that didn't. I spoke to an advisor explaining my disappointment as I had put everything in place I thought in enough time to coincide with the end of my broadband contract and holiday was told my install wouldn't happen this week but someone would come and survey on Wednesday which he did and was reminded by the advisor that Gofibre had 4.8 stars on trust pilot so this wasn't normal. The survey happened which was fine the guy said the cable would through the side wall of my house as that was cheaper for them. After he left I but that is into my stairway which would have meant lots of internal cables which I do not want. Later that day someone called to arrange the groundwork which would be done on the Friday which was excellent and said to let the guys know that I wanted the cable round the front not the side and it would be ok. They came did the work or so I thought and left all good. I then received an email asking me to arrange installation of my fibre I looked and found an am date that half suited and booked it. I called customer service to ask if I could have an early appointment as I had something else on that day or one on the Monday if there was anything. There was nothing earlier in the week she also informed me that I didn't have an appointment on the Wednesday. I replied I do I booked it earlier no she said you don't but I could help you book one later in the week. I excused myself from that conversation and lo and behold 10 minutes later I had an email confirming my Wednesday appointment??? I emailed customer service as I am beyond boiling at this stage to ask if I definitely did have a Wednesday appointment as I had been told otherwise. I was immediately offered an earlier appointment than the on that l had and I declined as I had seen the option when booking the original appointment but it was not convenient for me. I was then offered another couple of earlier days which weren't any use and had said if you get a cancellation for this date let me know. I was immediately offered an amazing appointment for that day which really annoyed me as the day before I was told that day was full.... Guy came to install and ended up being here all morning as it turned out that the connection at the time when tha groundworks were done. Today I thought I'll check with my original provider whether or not gofibre have done the one click switch with them. No they haven't so I cancelled it today and luckily they wavered the 30 day notice fee that was really nice of them. So why did I keep going with GoFibre I stay rural and I have a choice between them and BT for fibre and I will not give BT one penny more of my money after years of really poor service. My neighbour had a very similar experience with them 2 years ago and I had hoped they would have improved by now and as the salesman said to me more than once they have a 4.8 star review on Trustpilot I suspect that's people who stay in a more built up area than ours where it's easier to provide a service because all that's happened here is nice people and they are nice people on the phone or email fire fighting to keep the customers happy.