Thank you

[Ameliaxo]

After four long weeks of trying and failing to get my wifi installed, today (14Aug26) I spoke to two men who actually made me feel heard, and who I felt wanted me to succeed. Even though I ultimately cancelled my contract today, I left feeling content thanks to the two individuals mentioned in this post. 

The whole phone call lasted over 3 hours, and resulted in me being passed around multiple departments - including being hung up on by one man who seemed inconvenienced by my call. 

I did not catch the name of one of the helpful men, but spoke to him at approximately 12pm. He transferred me to the cancellation teams (hopefully you can find him!!). He was so so knowledgeable and supportive and so kind and was the first person I’d spoken to in over an hour to make me feel heard and like he was totally on my side. If he had not been on the other end of the phone at this point, I think I would have burst into tears. Thank you!!

The second person I would like to commend is John. What an absolutely brilliant man. After being on the phone for 2.5 hours, and passed between 8 people - he took the time to speak to each department on my behalf and report back so as not to pass me around any further. His genuine care and will to solve the problem meant a great deal to me. He even arranged a call back to check in on how things progressed later in the evening, logged my formal complaint and reported back to me about compensation he had discussed with his supervisor after our call (at approx 7pm). I cannot speak highly enough of his professionalism and support, what a credit to your company. He is absolutely in the right job, if all your customer service team were like John, I would never have to stay on the line for 3 hours ever again. HUGE thank you John!