Customers of Click4Internet have voiced their anger at having gone seven days without Internet access with little explanation or apology from the company. A contrast to their previously good reputation.
Customers on the Isle of Wight first reported the failure on Thursday evening last week.
Many rely on the Internet not only for email and Web access, but also their VOIP telephone service.
“Appalling” lack of communication
Totland resident, Sarah Sims, told OnTheWight,
“It’s been a nightmare. I’ve now had to go to London to catch up properly as I work from home and use broadband constantly for my business.
“What appals me most is Click4Internet do not keep customers updated regularly enough – no updates on Twitter or Facebook. Just a pre-recorded message that is not updated often enough.
“They need to be far more savvy and on the ball with their customer care/services. It’s like living in the dark ages….yet this is cutting edge technology.”
Problems for Wightlink
WightlinkTV tweeted that they were without Internet access from Wednesday morning last week until lunchtime today (Thursday).
A spokesperson for Wightlink confirmed,
“The public WiFi connection on our Yarmouth to Lymington route is supplied by Click4Internet and has been affected.”
They confirmed the ticket office was unaffected.
Silence from Click4Internet
Current customers of Click4Internet tell us that they feel slightly abandoned, with information from the company being very limited. They say this is a stark contrast to the great suppport they’ve had previously.
We could not find any information on the Click4Internet Website about the problems and the last update on their Facebook page was October 2013.
OnTheWight understands that some customers have been reconnected, but some of those have since lost their connection again.
We called Click4Internet on Monday afternoon and were told that someone would call us back. We’ve not heard back from them since then.
Image: photosteve101 under CC BY 2.0
