Update......................
I had no connection Friday and Saturday. Phoned Idnet on Saturday morning and FIRST support worker said he would have to consult a colleague and he would phone me back. I waited until 3pm in the afternoon and no phonecall so phoned them back. SECOND support worker checked to see if I was upgraded to fibre and said I wasn't so said to connect via adsl with new reuter. Still no connection after he talked me through the settings and and decided it could be a faulty reuter and they might need to send me out another reuter, he also said he would phone me back within half an hour. No phonecall came so I phoned a third time. THIRD support worker said I wasn't on fibre as yet but he was going to look into the problem and phone me back. Again no phonecall so I phoned again and the Fourth support worker was a female and said I was definitely on fibre. She talked me through the installation and still no connection. She also said she was going to talk to Openreach and get back to me. She didn't call back. By this time it was into Sunday and I phoned again. Fifth support worker said there was a fault on my line and nothing would happen until Monday when Idnet would contact Openreach to resolve the problem. He couldn't say if was their fault or Idnet's fault. He apologised but said nothing would happen until Monday.
I sat all evening thinking about it and decided to have another go myself at setting up the reuter. I took the reuter back to the factory settings, set it up via the book that came with the reuter and got a connection first time.
That takes us up to Monday when somebody from Idnet actually took the bother to phone me. His name was Ryan Elgar and before I could tell him I had a connection he went on to say there was a fault on the line and he was arranging for an Openreach engineer to visit my home. I assured him I had a connection although speeds weren't great. He said that's because there is a fault on my line. I said to him that I had enquired before upgrading that no engineer would have to visit my home and muck about with wiring and I was assured that they don't need to do that now and it could all be done with the boxes outside. This is now Tuesday evening, no engineer has called at my house.
I have praised Idnet endless times to my friends and been with them for years but the service I received at the week-end was atrocious. Had all those support workers taken the bother to phone me back at least to say they couldn't help is very poor customer service. It's sad that a 76 year old woman could do what they found too difficult.
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