Simon

Mar 17, 2025

Great speeds and friendly service, but communication could be better

I recently had Wessex Internet install FTTP at my property, and now that it’s up and running, the performance has been excellent—getting the full 900 Mbps down and 450 Mbps up has been a massive upgrade from my previous internet connection. The installation process had a few hiccups, but the engineers were brilliant. The fibre was installed by a separate cabling team, but unfortunately, it wasn’t receiving light when the engineer came to complete the setup. If the cabling team had tested the fibre properly before leaving, it could have avoided the extra visits. Max, the engineer who handled the initial setup, was friendly and professional, and did his best to get things working despite the cabling issue. To their credit, someone came out the next day to replace the cable (although when I called to check, no one seemed to know what was happening at first). Dan, the second engineer (who had an epic moustache), was also very professional. He took the time to listen to what had happened, and within an hour of him arriving, everything was up and running perfectly. I also had to ring up to get some settings changed on the router to work with my home network, but that was resolved quickly over the phone. The only thing that stopped this from being a five-star experience was the communication during the install process. A quick proactive call to let me know what was happening would have made a big difference. That said, everyone I spoke to—both over the phone and in person—was polite, helpful, and understanding of my frustration, which made the situation easier to deal with. The final result has been fantastic—the connection is fast and stable, and the team was friendly and helpful throughout. Overall, a great service that just needs a bit of tightening up on the communication side.