Go Internet
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Patchy internet speeds, unhelpful customer service
Having been customers for a couple of years we had often encountered patchy internet speeds, which worsened considerably over August 2019 and culminated in a complete service outage. I spoke to customer service who said the problem was our package and offered a free trial over the next few days of a higher speed package. However they evidently did not do anything to see if there was an underlying problem, as the service over that weekend was if anything worse. On Sunday evening I wrote a factual description of the problems we had experienced, and giving 21 days notice to terminate service. I immediately got an email back from the MD, complaining about the "tone" of my email (it was completely factual and polite) but promising to have his engineer investigate on Monday (the next day). On Monday evening I recorded download speeds of around 0.5 Mbps - barely enough to process text only email, and sent a screenshot to them. Since then we have had a very unhelpful exchange of emails from billing with charges out to the middle of October and imposing late fees because we (as we told them we would) we had cancelled our direct debit pending receipt of a final bill. Which we never got - just a confusing collection of invoices and statements which we were expected to reconcile for ourselves. I'd like to be able to support innovative local tech businesses in the Isle of Wight - but both the technical product and the customer service of this company offer leave an awful lot to be desired.