Broadband issues-want to cancel

rajkoshal

Moved house a couple of weeks ago. Had full fibre broadband installed on 31/08/22. Signed up to have it installed on 18/8/22 but 31/08/22 was first date available. 

From the time of installation it has been a nightmare. Half of my devices don’t work with the Wi-Fi (no problems with previous Vodafone broadband). 

Customer service are dismissive and asking me to make changes to my router that I have no idea where to start. Will send a local IT person out to me for a charge. I agreed reluctantly out of desperation but not heard anything. 

Now, as I’m typing this, we have had no broadband service at all for 24 hours

I am appalled by Fibrehop’s service and customer service. I can’t even ask for a different persons help as it seems to be one person going all of the support. 

I’m fed up after only a week and quite frankly want to cancel. 14 days after signing the contract ran out 1st Sept but we had actually had their broadband only a few hours by then. 

The contract says early cancellation means we have to pay the full contract value to them. 

I’m at a loss what to do. 

The_Fat_Controller

It the engineer does not fix the issue, make a formal complaint to them.

Most ISPs allow you to leave without penalty if they cannot fix the issue within 30 days of reporting the fault.

born_again

What is the wired connection like?

As WiFi could be either devices or router. But remember there are now 2 levels of WiFi 2.5 & 5Ghz. Some older devices will only work at 2.5 👍

The_Fat_Controller

@born_again, read the OP, they haven't had any broadband for 24 hours, so not just a WiFi connection.

PS The lower band is 2.4 GHz

shiraz99

The_Fat_Controller said:

@born_again, read the OP, they haven't had any broadband for 24 hours, so not just a WiFi connection.

PS The lower band is 2.4 GHz

That could just be an assumption on the OP's part and what they mean is they haven't been able to connect anything via wifi.

km1500

if you truely have no broadband then you might be due compensation although not sure about Fibrehop ?

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

born_again

shiraz99 said:

The_Fat_Controller said:

@born_again, read the OP, they haven't had any broadband for 24 hours, so not just a WiFi connection.

PS The lower band is 2.4 GHz

That could just be an assumption on the OP's part and what they mean is they haven't been able to connect anything via wifi.

Clearly WiFi will not work when there is no internet connect. But then why mention WiFi?
Thanks for the 2.4 correction 👍

https://www.fibrehop.com/codes-of-practice

The_Fat_Controller

WiFi will work fine without an internet connection if the router is not faulty.

All my home devices can talk happily to each other via my home WiFi network whether there is a connection to the outside world or not.

The OP needs someone to determine why the internet connection has failed AND/OR why the router will not allow devices to connect.

colonelmad

Login into the Router 192.168.1.1, Username is admin, password is on the card you were given, top right box "wireless" make sure 2.4 & 5 are Linked

born_again

3 month old thread 
OP Last Active

7 September at 4:51AM