What a terrible service.

[#1]

Cheers for taking my call again, glad to hear that the service is up and running.
I've just switched the account type over as mentioned so please just let me know if there's any issues.

[#2]

No issues so far, still only getting 20meg and 3 meg, I assume this will increase soon.
I hope you will be looking at my account and raising a credit for the period without BB and compensation for delays.
Also just had email through saying I have just been switched to anytime calls. This should have been in place from day one as it was part of my initial order. Please confirm that this will be addressed and we will not be charged for any calls made to date.

[#3]

Cheers for taking my call.
Sorry again for the wrong call package being added! I've arranged for that to happen at the end of the month so I'll get back to you then and rectify any discrepancies in billing.

[#4]

Hi Adam,
Hopefully you can get this sorted out now. Looks like there are still call charges on my bill that you said would be removed due your your error in not adding the call plan. Bill shows call charges and unlimited calls charge. Also I see no credit on my account with reference to the compensation agreed for delays in activating the service etc.

[#5]

Hi Nickb1969,
I have just credited your invoice for you now.
Thanks,
Matty

[#6]

Thanks for the call credit. Can you please discuss the compensation matter with Adam and arrange a credit for that.
Thanks

[#7]

I am surprised that you have not responded about compensation matters. Also as yet I have not seen any speed increases and it is 50% lower that the speed I was told when signing up. At the moment I am getting 4-6meg and 20meg normally. I was initially told 38meg

[#8]

Hi Nickb1969,
I've emailed Adam to pick this up with you tomorrow as he's not left any notes on the account regarding compensation so it's best if he deals with this directly with yourself.
With regards to the speed - the estimated speed you were told when you signed up is not guaranteed. Your line is currently syncing at 23.6Mbps download and 3.4Mbps upload. Are you running a wired speed test here following the instructions? - http://speedtest.btwholesale.com/

[#9]

Yes I understand the speeds are not guaranteed but I was also told by Adam that the speeds would be very close to the estimated. It present it is 50% lower that the estimate and I am sure you will agree this is not acceptable and needs to be looked into.

[#10]

Hi Nick,
I've just sent you ticket 94139490 regarding a refund for the downtime and a separate good will gesture.
All the best,
Adam.

[#11]

Hi Adam,
I have replied to the ticket. Thanks for the offer. Can you please look at the line speed as it is still not at an acceptable level.
Thanks for the support
Nick

[#12]

Thanks Nick,
We've just picked that up and responded again for you.