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On the 6th July, I placed my order with IDNET for fibre home plus, within a couple of hours they advise that my line can support fibre and set a date for the 13th July for the migration to be completed. I advised them I would not require a router as my current Linksys WAG320 could be converted to a router by enabling the one port Ethernet port to a WAN port. A couple of days later I received another email from IDNET saying that my migration date has been changed to the 17th July. The 17th arrived and BT Openreach engineer called me at 10am to say that he was going to make changes to the local cabinet (200m away from me) and he will be with me in 15mins. The engineer changed my master face plate to the new plate and ran a line test, he advise that the line was capable of 100mb download and 20 upload , but had synced at 40 Down and 15 up. I then proceeded to configure my router to make the connection, straight way the router refused to connect. I phoned IDNET to make sure I had the correct username and password.
Nick from IDNET advised this was correct and asked me to reset the router to its factory settings, this still did not work and I was puzzled as to why this would not connect as my BT modem had the DSL line on. I then assumed it was the router, so I brought the recommended router IDNET recommend.
I connected it by using the manual setup option, again the same thing happened, still puzzled I phoned IDNET again, I spoke to Sam who advised me that it was a netgear issue and that I should phone netgear, this really infuriated as IDNET are my provider and should help me and the router was brand new. I asked Sam to call BT Openreach and find out if they had completed their work. However, I never received a call back from her.
Four hours later I had made no progress with this issue, I called IDNET again and spoke to Nick who advised me that job is still in a open state and should be closed by 6pm (No internet for most of the working day
) 6pm came and went still no connection to the internet. At 11pm I tried again to connect with no luck, I decided to give up and try again tomorrow, I had left the router and modem on all night on the hope it may connect overnight. Woke up today, still no connection. Having taken the whole day for work yesterday, I assume the transition would be smooth but my experience has been eventful. Especially from IDNET who time after time are top of the list in terms customer service and reliability. I feel they have fail on both of these criteria, I shall be reconsidering my current ISP when my 12 months contract runs out as the price of fibre is high, for which I do not mind paying for, but when customer service is not there as it use to be. It does make the customer frustrated.
