Not impressed by IDNET support

Our internet went down on Thursday night.

I called IDNET first thing on Thursday morning, and it turned out that there was an OpenReach issue.

I've since called every single day, usually multiple times, and each time the support person has said they'd call as soon as there was an update.

I've called back, and more often than not, there's been some sort of update.

But they haven't called me back. Not once.

I just spoke now and it turns out that work will start tomorrow - Tuesday.

"Call us back if no change by Thursday".

This is the fourth day without internet. I use it for work. It's pretty essential to what I do.

I understand that the problem hasn't been caused by IDNET, but their handling of it has been pretty poor.

This morning was the first time someone sent a follow-up request with OpenReach.

Not happy. When this resolves, I think it's time to move to a provider who take these things seriously.

Two days later. Called IDNET again - no real change.

So this is day six with no internet.

Again, the person I spoke to promised to keep me informed. Again, they had an update that hadn't been passed on to me despite promises to do so.

I know that as Brits we're often very understanding about these things... but I'm running out of patience.

All I want is IDNET to keep me informed, as they've said they would every single call.

Really, really poor customer service.

You don't say if this issue is isolated to just your broadband (and not your neighbours broadband) and if you are on Full fibre or a copper service like ADSL or VDSL.


Ask IDNET to confirm what Openreach has stated is the issue.

Edited by PCJM40 (Wed 29-Oct-25 11:21:08)

Sorry - you're right. It's affecting a few hundred people in the area. I'm on VDSL.

IDNET keep saying they're not sure what's going on and blame OpenReach.

I completely understand that. My issue is the repeated "we'll call you back" promises that never happen.

I very much feel like IDNET couldn't care less. Might not be the case, but it really seems that way.

In reply to a post by thedavecollins:

My issue is the repeated "we'll call you back" promises that never happen.

I very much feel like IDNET couldn't care less. Might not be the case, but it really seems that way.

They shouldn't promise something that they have no plan to honour. Its their job to know whats happening with each fault through the updates Openreach post on their system that IDNET have access to, if it doesn't make sense they should be escalating that to Openreach so it can be clarified.

Absolutely. For now I'm sitting and waiting

In reply to a post by thedavecollins:

My issue is the repeated "we'll call you back" promises that never happen.

Hmm, sounds very similar to lots of complaints on the VM forums .....

Update: as of 2AM, our internet is back.

A shoutout to Brian from IDNET support, who actually did call me back yesterday with an accurate update.

A nice guy, and the only one who did what he said he'd do.

Glad its back, all the best.

Thank you! It feels luxurious after almost a week!

The main issue seems to be that their support staff are saying they will call back, when they simply won't. From a customer journey/CRM perspective this is poor, and would be easily solvable. Either stop saying to customers they'll call them back or ensure that all callbacks are completed by close down of service every day.

A very simple and inexpensive attention to detail measure.

Hi
I a really sorry to hear of the issue you have had, however this is not my experience in an almost identical situation.
With my situation the customer support called me back, albeit with bad news, that he could not resolve the issue but would continue till the end of his shift and pick up the next day. the internet came on after a couple of hours and I forgot about it. while I was at work the next day the same agent called me back to say he was back on shift and believed everything was sorted but called me back to ask if I was happy and he could close ticket, I was really impressed!
K

I wonder... I don't suppose the person who handled the incident was Brian?

I can't over-stress how good he was!

In reply to a post by thedavecollins:

I can't over-stress how good he was!

When you have been deprived of food even a stale piece of bread will seem good

In reply to a post by PCJM40:

In reply to a post by thedavecollins:

When you have been deprived of food even a stale piece of bread will seem good

That is fantastic! And true! 😁