Rebel Internet

ListysDad

Just wanted to share my experience of these people. It happened yesterday so is still extremely fresh.

Rebel Internet worked ok speed wise – well for 15 minutes – but if you're considering steel yourself for a day lost & huge frustration cos you’ll need to rely on your own abilities.

They take payment up front. According to their contract, at that point 14 day cooling off period starts but install wasn’t due for 30 days! How’s that allowed?

For broadband, the min you get is a ‘pod’. NO paperwork, no crystal ball either. ‘Pod’ needs plugging in & takes up 2 skts. As default password is dire it needs changing. ONLY way is via phone app you’re sent link for. For Android the link is - unavailable in UK! No PC version. Eventually tho found right app. Went through steps in email. Before I could ‘do’ anything, had to agree to Ts&Cs & Privacy. Wanted to read both but neither would load! Ticked anyway & got into app itself. NOT good. Tried to change dire default password & nothing. Then guessed that I should logon to pod thingy. Did that & could then read Ts&Cs etc. Found they were exclusively for USA NOT for territories outside! What?

Eventually tracked down dedicated UK stuff. Can't sign ‘em & can’t retrospectively accept! Once I'd worked issues out, app software was easy SO LONG as your needs are basic. As I’ve router & switches there’s zero info about connecting to existing network. App talks about disabling wifi in a router but that’s way beyond normal user skills. Diagrams in app are confusing as techy & use techy language. Even OpenReach guy thought it sketchy. Nowhere does it adequately explain connection to existing router or maintaining an existing network.

I called Rebel @ 12.30 & got cut off. Called again & was told she needed to pass to technical who’d call back. At 14:00 got from ‘Head of Customer Success’! Now as someone who helps companies treat customers better, we always find people @ ‘sharp end’ act as they feel people high up want them to – even if they KNOW that they’re doing stuff that will HARM business. They do so just to keep employed as they’ve families to feed & roofs to keep.

Was a classic call – but not in a good way. Summary of 7min 20 sec call is thus:
- ‘I’ was wrong.
- It was ‘MY’ fault I did not understand.
- ‘I’ had misread.
- ‘I’ had not understood.
- It was their ‘partners’ product so not their fault

I just stopped talking 3 mins in, but he never noticed. He just carried on trying to brow beat me. To be fair, he’d seen I'd been sent wrong kit & apologised. Unf apology was mechanical & devoid of empathy. He tried expediting new kit to me but I'd had enough so told him not to as I was cancelling. I thanked him for his time & ended the call - with huge relief!

He called straight back saying we'd been cut off! He'd not listened to anything I’d said so I explained again, slowly, that he should save money & not bother as I'd be cancelling. His response? Aggressively he said, “You’ll have to let accounts know.” & then, literally, laughed & ended the call.

Rebel’s pod seems okay, however they’re literally incapable of customer empathy &, based on this interaction, have no intention of going there. If they did, they could be a breath of fresh air instead of a toxic mess.

Once ‘Charisma’ had gone, I emailed accounts about cancelling. Before I could open their reply (on my phone) my service had been disconnected so we've now no heating at home. It's jolly worth it frankly...

BEWARE!