V4 Consumer
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Good start but deteriorating
My first experience with V4 was more positive, but after a few months of being with V4, our Internet kept failing. I got in touch first in late February 2025. The first engineer from Openreach could not find a cause, at the second visit I was told to change the cable. After some pushing, we got sent a new rooter from V4, unfortunately the problem still persists. Communication was at least satisfactory, until we scheduled the first phone call from V4 to discuss further options, and I was not rung at the time promised to me. Last week we learned that, through a different company, full fibre is available at our address. On phoning V4 I was told that semi-fibre was offered through Openreach now, I agreed to stay - but subsequently that information turned out to be incorrect. V4 claims that the order seemed to go through at first but was then declined. This might well be true, but I was not informed about the fact until I rang again. A second scheduled call was arranged and again, I had an apologetic voicemail three hours later. I asked to be let out of my fixed contract and to be contacted - in writing- by a person authorised to make such a decision. I was told via e-mail that someone was going to ring me at a certain time, when I was working. In the voicemail left by the head of complaints I was promised an e-mail, I am still waiting for that e-mail to come through. I have now set a deadline of contact in writing for tomorrow, and if I don’t get the e-mail, I will take the matter to Ofcom. This is shocking service, and I am only giving it two stars because it was better before. There is another issue with the contact via e-mail. The e-mail address the response comes from is different from the support address to write to, and it is a no-reply address called “customer success”, so one has to actively generate a chain of communication through copying and pasting their answer. The e-mails sound quite artificial, like they are generated through AI and direct questions have actively been avoided, both over the phone and in writing. I should be possible to give me information about the cancellation process in writing, in a productive manner.