Johnathon

May 18, 2025

Inconsistent Service Quality and Restrictive Router Limitations

My experience with Rebel has been mixed. Initially drawn to their 12-month contract for a temporary placement, I encountered significant issues with their "smart optimization" feature, which regularly disrupted connectivity and impacted smart devices. This was eventually resolved thanks to the excellent support provided by David in their technical team. His assistance was a key factor in my decision to remain with Rebel at that time. The subsequent move of my service to a new temporary residence was handled swiftly and efficiently, which was appreciated. However, the internet performance at the new location has been severely lacking. Despite close proximity to the provided router, Wi-Fi signal strength is poor throughout the property, often weaker than neighboring networks. This has manifested in several critical issues: * Inconsistent and weak Wi-Fi coverage, even in direct line of sight of the router. * Inability to reliably connect my PlayStation to game servers, often citing potential security threats. * Failure to load banking applications over the Wi-Fi network, requiring a switch to mobile data. * Constant lag during online gaming, despite the console being in close proximity to the router. * The provided router is significantly locked down, offering very limited user configuration options. Basic functions like port forwarding proved unsuccessful, necessitating contact with support for any adjustments, such as disabling the automated 24-hour optimization. While the efficiency of the home move team was commendable, and the technical support from individuals like David has been helpful, the fundamental performance of the internet service at my current address, coupled with the limitations of their router, is deeply disappointing. Unfortunately, I am contracted with Rebel until February, otherwise, I would seek an alternative provider immediately. Pros: * Efficient home move process. * Helpful and knowledgeable technical support (specifically mentioning David). Cons: * Poor and inconsistent Wi-Fi signal strength. * Router limitations and restricted user access. * Issues with online gaming connectivity. * Problems with certain applications functioning over the Wi-Fi network. Overall, the daily experience with Rebel's internet service at my current location is unsatisfactory, primarily due to the underperforming and restrictive router. Response to their reply - Just to clarify, the router is actually located inside my flat, in the living room. It's positioned where it has a direct line of sight to my PlayStation and nothing is obstructing it. There no reason for such poor performance and for the Router doing things that the end user cant turn off, especially when it doesn't work right! 2nd edit - spoken to David My router been fast tracked onto new firmware. The way it got pushed meant it took 48 hours to settle, this is due to not being done the normal way. This firmware coupled with disabling this silly guard protect (plume default) which blocks game servers has resulted in finding games. Now I got hope the lag reduces/settles soon. Still frustrating the lack of control we have as a customer. However David is the MVP at Rebel. Consider giving him a raise. Once again he the only one that knows what going on and how to fix things properly. For this reason I'll raise the star rating to 3*.