I reported no internet over 2 hours ago, I received an almost immediate response asking what router I am using. I responded and have heard nothing at all since, despite requesting an update several times.
I would be satisfied with a simple response saying it is being looked in to.
This is likely to be the straw that breaks the camels back and I will be looking for a new ISP.
That’s not even a bad turn around for online customer service, surely you have some level of patience to let Yayzi look into it, but you’d rather throw your toys out the pram.
I don’t think a simple response, within what is now 3 hours, explaining what they are doing to resolve the fault and how long it is likely to take, is too much to ask for.
To be fair, they did have me badgering onto them today! They had to deal with a complaint that I wanted to make to cityfibre.
Do you still not have any Internet?
What do the router logs say?
Comparatively - Do you think youll get a better experience with Voda, Sky, TT?
Anyway Aside of that - Whats your ONT got going on - What lights are on?
Well they couldn’t be any worse as I’m now on day 2 of no internet without any communication from Yayzi. I have emailed, raised a ticket and tried WhatsApp and nobody responds.
All my ONT lights are on as normal except the service light.
Thank you for that, I’m still concerned that they have been unable to provide that short update to me directly and my email and ticket submission continue to go unanswered.
Hi Jake, we have sent you a full email this morning on your specific situation due to your account cease, new order placed and CF process that then cancelled the order.
Unfortunately that isn’t the case. I haven’t received any emails from yourselves until around 20 minutes ago when I instructed you to close my account. I then received a very prompt response acknowledging my frustration and cancelling my account.
If the email exists that explained the situation I would appreciate it being forwarded to me so I have an understanding of what went wrong.
I have given feedback to Martin that you may want to improve updates to the customer when they have reported an issue. Had I received an email yesterday saying you were waiting on cityfibre, which would have taken a few seconds to send, you may not have lost a customer. My emails were obviously being received as my account was closed almost immediately when requested.
Hi Jake, that is the case but on checking it looks like message was set to send and your new message came in, i responded to that one first and message got superseded. As your aware your account was ceased due to account balance, you promptly paid and we had to put through a new order. CF systems are not ideal and as it would look like a new install and you may have received normal comms from them as stated on notes that it was cancelled by buyer, this in turn instigated CF to cancel the order hence you went offline. CF systems do need to look at this as anyone getting a message were coming to install your full fibre when you already have it, would naturally be ignored or declined.
