Sorry to hear that Andy. Have you tried leaving constructive feedback on their Trustpilot page? I'm told Senior Managers keep an eye on that.....failing that you could email the CEO directly (Lourdes Saez).

Post deleted by nofappingway

I've just left a 1 star trustpilot review. Do you have an email address for Lourdes Saez?

I'm in Wycombe also and had issues with moving across a couple of weeks ago.
I've just tried it again today and it has worked instantly.

Running a Draytek 2862 on firmware 3.9.8.1_BT

(Did a rapid firmware update to 3.9.9.8 for new security patches too).

Edited by W2APS (Mon 20-Jan-25 12:41:43)

I just tried it again now and still not working. If they turn PPPoE off, there goes my connection.

I saw the response - usual platitudes. Give an email to the CEO a try.

If it's any consolation, my available bandwidth drops below 100Mb/s between 7pm and 8pm every evening at the moment :-/

It looks like the 1 star review on Trustpilot worked.

I got a call from support and he asked for MAC addresses and Serial Numbers (ONT & Router). Asked me to try DHCP again, and amazing it not only connected, but I got my "static" IP back.

Back one the very first call I had with them about this, I asked if they were using MAC addresses for authentication, as how else would they know who I was, in order to give me my static IP.

So it looks like I've escaped with an internet connection. Terrible support though. I don't know why they can't just let you speak to their "seniors" in the first place.

In reply to a post by AndyPandy:

I've just left a 1 star trustpilot review. Do you have an email address for Lourdes Saez?

Give her a wave on LinkedIn…

https://uk.linkedin.com/in/lourdessaez/es