truespeed - utterly inept

My parents signed up to Truespeed for install 2 weeks ago. A engineer was seen a few days prior at the nearby pole. My dad spoke to with him and he said he was getting a few things ready for the installation. Come installation day, no sign of the installation team.

By this point my parents old (very long) BT line has failed on voice and the ADSL service just was just about working.

Fast forward to now Truespeed are yet to install the service, and have made no contact with my parents. I did phone them (after 17 minutes of waiting) and they refused to speak to me as I'm not on the account and it was a GDPR issue (telling me when the installing might occur/ what the blocker is). They did take my Dad's mobile number, but that was a pointless exercise as they've never called back with an update.

My parents did have the mobile number of the "man who doorstep" sold them the service, he did at least get back to me and say there was a traffic management issue. I find it utterly shocking that Truespeed have failed to make any form of contact in over 2 weeks. Sadly they are the only form of viable internet for my parents (long BT line, variable 4g mobile service, can't afford the cost of starlink).

At least the outgoing provider plus.net answers the phone and will fix faults (which often occur on their line). This experience has been like jumping out of the frying pan into the fire.

Edited by mbames (Wed 21-Oct-26 14:41:49)