I hope that this is a way of finally getting an answer from somebody who is professional and in the know.
I have been a business broadband customer since the start of 2019 and while I had no problems, all was fine. Meaning, I paid and I had internet and a phone line. Then, in mid-October we had a lightning strike in our area which fried every router in the area. And here is where my troubles begun. I phoned on the Friday, one day after the lightning strike, to request a new router. I was told that the person dealing with this had already gone home, but she would sort it on Monday and I would have a new router Tuesday/Wednesday.
Days came and went. No router. I rang again, to be told that there was no request whatsoever on my account. So I ordered again. I was told it would arrive within a couple of days. Guess what? No router. Fast forward and 6 weeks on and a few phone calls in to different people, still no router. Please understand this: we use a card machine and hence were not able to TAKE ANY CARD PAYMENTS.
I was told as one reason why the router had not arrived: "we have had problems with the dispatch of our routers".
Well, tragic when what you do is router-based. FINALLY, after 6 weeks a new router arrived. Now, call me petty, but I felt I should have at least a full refund for the 6 weeks of direct debit that I paid out, but received no service. It is good standard to do so, considering that I spent hours on the phone, had financial losses and am now sitting here again, on a Sunday, wasting my time! I was told via email by the billing team that I had been refunded, so checked my account - nothing. Promptly my next bill arrived, this time 'only' stating £11.98 to pay, rather than the usual £25.79. This raised the question: had Toople 'refunded' me a total of £13.81? I asked for clarification via email to the billing team: no response.
In the end I decided to cancel my direct debit to Toople in the hope that this would finally result in some contact. But, nothing. I requested that a manager contact me, again via email to the billing team: nothing.
Toople: a refund of £13.81 for 6 weeks of no internet? Are you serious?????
Where do we go from here, I wonder?
I hope to hear from you with a solution that makes me want to stay your customer.