Kevin

Jan 16, 2024

Poor end of contract service.

I had been with Spitfire for almost 3 years, and the line service was fine. Nearing the end of the contract, we converted from a copper line to a leased line. We ultimately decided to go with a different provider (at no fault to Spitfire). However, part way through the changeover process, the copper line ceased to function. Multiple calls were made to attempt to fix the wire, but the line was never made to function. Spitfire has admitted to this. However, because I spoke with the Account manager within 72 hours, not the technical support team, in their view, the line was repaired, and thus I would be liable to pay for the line. As the line was being discontinued, I had spoken with the account manager that there was no need to fix the line, especially if there was one month left in the service (it would incur much cost to Spitfire for little gain). Spitfire investigations refused to take into account that I had spoken with the account manager. Their investigation has confirmed this. On top of this, I continued to receive harassing calls from three different people chasing me for payment, whilst the investigation was happening. Each person did not know that the discussions were happening in the background. Very poor service, and I would have expected better from Spitfire. --- Update I can confirm that the line was not repaired properly and was not in use (hence the review). So, if you read Spitfires response, instead of trying to resolve the issue, they quote language in the terms and conditions, and blamed BT Openreach. You have to ask yourself, is this a customer service focused