On 16 October I was helped tremendously by your engineer, Ivaylo Bosilkov. He sorted our problems out in a clear, concise and friendly manner. He was patient and polite throughout our entire interaction and resolved the issues. Ivaylo arranged to send an engineer to our home the very next day to resolve our Wi-Fi issues. James arrived the next day and he too was so helpful and sorted our problems out. On the other hand, the person I spoke to with regard to billing (Abdul Rahim) was very difficult to understand which was very frustrating for me no matter how much I respectfully told him that I could not understand him.