Spitfire Network Services Ltd
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Not much use when things go wrong
Most of us know that OpenReach own the cables to our premises - the ISP is merely re-sellling their access to the network. But when things go wrong we find out how what the ISP's customer service and technial support is like. Spitfire's is pretty useless. I understand that they have to use first-line techs to weed out the "I deleted the internet" crowd, but as someone who is not an IT professional but knows more that the average Joe I am quickly able to ascertain whether or not the tech support can pick up on this and work with me to deal with the problem, or whether they are just going to keep repeating the script until you hopefully go away. We have had no internet for over 2 weeks now and despite having gathered evidence, including speaking to the openreach engineers who have come out twice, we are still being asked to send photographs of our equipment to prove we definitely have the cable plugged in to the right part of the router. Any request to speak to second line support or management results in a promise that the issue will be "escalated" but that there is no option to speak to anyone else and that management do not lower themselves to speaking with the little people. Our service has been fine for about a year (other than them taking about three weeks to initially set it up) but they cannot take credit for that if they are then going to absovle themselves of any responsibility when things break, point at openreach and require phorographic evidence that the cables are plugged in. Unless you know for certain that you won't have any problems with the physical network, I would avoid this ISP. I have had a completely different experience with the ISP we use for our home-workers and will be switching our account to them as soon as I can