Squirrel Internet Ltd
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(Usually) great internet - crappy support
After the initial nightmare getting set-up (crew came to install but needed a special set-up at the house, start date was set back, digging, multiple installation visits, problems with the cable, etc) internet has been great, mostly. It stops working about once a month but if you restart the modem, it usually comes right back. Until last night. The internet went down for no reason and re-starting the modem returned the WiFi but not the ethernet - directly connected to my PC that I use for work (i.e. critically important). Squirrel support told me they could see WiFi was now working but didn't seem to care about the ethernet ("Not my problem"-type responses). I explained that I'd tested the actual cable and that it was working and got a sarcastic, "well, if it's working then I can't see the problem..." I explained that a cable tester showed the cable itself was fine but I was still getting no internet on my 1-month old PC (also OK). Advice was to reset the network settings. I asked how to do that and was told to "check it on Google." I based my decision to sign up with Squirrel on the fantastic reviews here. I read about how their tech support went the extra mile (e.g. helping one guy set up WiFi boosters that he'd bought privately). As a business owner, I can understand that Squirrel can't provide tech support for every single issue, but what you say (and, more importantly, how you say it) matters. The service shouldn't stop at "well, the router's fine so you're on your own, mate." But that's what you're getting... My recommendation based on my experience today is therefore: it's a great service IF you only need WiFi or if you can handle any technical issues yourself once the router is working. For anything beyond that, you're going to have to factor in the potential cost of having a IT specialist come to your home. It also helps if you're thick-skinned enough not to care how people treat you on the phone... EDITED: Regarding the reply from Squirrel below (which tells me that my review does not reflect my experience of their customer service "at all" - funny how they would know!): From your reply it sounds like you want to make me "wrong." At the beginning of the call I clearly explained I wasn't worried about the WiFi and had turned it off so I could just check the ethernet signal (you know, the problem I was calling about - the one that had shut down my ability to work/earn money.) As soon as you confirmed the router/WiFi was OK, you wanted to end the call - regardless of my issue. I also didn't say anything about Firewall settings (which I hadn't touched.) I find it strange that you're challenging my experience of poor customer service and are trying to justify that based on what you did. I'm saying the person I spoke to was sarcastic and unhelpful and that the issue I called about was not resolved. The issue is now fixed, but it's something I had to do myself. I'd have been better not wasting the time calling you. Also, I do not expect you to provide "device specific support for every brand" (and that is a facetious point anyway as I'm sure you know that Windows PC settings are not device-specific). I should also mention that I have received extremely helpful support from other ISPs in the past when settings on a PC needed to be changed (just click A, then click B, sorted!) If someone can't get online after signing up with you, wouldn't you say they needed some support? Lastly, how about giving people the support THEY want/ask for instead of telling them all the reasons YOU think you met their expectations, even if they aren't satisfied? "I am going to ask a member of my team to give you a call now and see if we can help in any other way." Why now? Took a negative review to get that response didn't it? How about offering that on the phone in the first place? You would have wowed me with your great service, saved me the time wasted writing this out and saved you having to reply to limit the damage caused by a well-earned negative review. And as for answering the phone quickly - WELL DONE! That's one of the reasons I gave you 2 stars instead of 1!