PCCW GLOBAL Reviews 37

Even giving this service a 1 start review seems too high - trying to add new devices to your account is unnecessarily difficult and sometimes doesn’t even work. I’ve added my Computer and IPad to the WiFi with no problems really, I then try to add my phone and it just doesn’t work, so for no apparent reason I don’t have WiFi on my phone now and there isn’t an apparent fix for it other then resetting my password because even though I manage to log in to my phone, my credentials are incorrect somehow. As well as this, Optify doesn’t even work half the time and I find that I’m better off on my 5G which can get expensive and also is unbearable when trying to do work

Everything takes forever with a lot of red tape and technical mistakes which can take down your email server for days. Constantly tries to trap, overcharge and scam you and force you to pay for years for things that you do not need.

Awful awful awful. I’m so happy I’m moving away so I don’t have to deal with this absolute excuse for a service any longer. I’m on the phone to them almost every single week trying to sort out an issue with my Wi-Fi. Stay well away.

Literally a waste of time an money.
I am unfortunately forced to use optify by the university I currently live at. I decided that I wanted good internet and so bought the more expensive version of the provider.

When it works it's fairly good. The only problem is...
It doesn't work. Just never does. Somehow the wireless will be working and then my plugged in PC will just randomly drop it's connection. Makes getting work done nearly impossible. Never use this company.

The worst wifi and poorest customer service ever

Terrible service
Terrible connection
Over priced

Great customer service. Helped me setup Alexa very quickly.

They forced me to write a complaint. Optify is just a piece of ****, I have always been suffered from package loss for almost one year by using their network, and they always pretend to care but don't have a good solution, every time I contact their customer care they always asked me same series questions and they didn't actually solve them even one time, it almost drives me mad

A stupid service by optify. I and all the other people living on my floor are unable to connect to the WIFI . The router is bad. I called and opened a case with them 3 months before and no one responded. Every time I call them the sales team picks and say our technical team is busy. No one cares, they get there money. This is a horrible company looting people. I would have given - stars if I could. Its a shame that such companies work in UK and are not banned .

Terrible internet provider and probably the worst customer service I ever had to deal with. My internet has not been working since 20/12 - That's 3 weeks without internet.
Every time I call I get told that the tech team will take "at least" 5 working days to review the issue....we're on 21 days and counting.
The Customer service also recommended that I change internet provider...that's the best solution they can offer...What is going on?!!!!!!!
An absolute joke! And of course they do not offer compensation.

If I could I’d give 0 stars. I moved into an apartment building with Optify installed in it, and it absolutely fine for 3 months. The following 4 months have been hell, the connection has been identified as not private so any and every website blocks access. Internet banking? Nope. University access? a struggle if at all. No one in building management listens to us (all building tenants). Optify are hard to get through to on the phone and you can never speak to an actual technician. Follow up calls never happen and one instance of them trying to fix the issue led to the whole building being without connection for over 24 hours. It’s a horrendous and stress inducing.

Seen lots of bad reviews on here but I couldn’t log onto the wifi and I called up, for it to be resolved within 5 minutes. The operator, James was very friendly and nice

Worst ISP and customer service

After 4 weeks of downtime, they aren't even able to fix the issue. They don't even have a good technical team to find and understand the issue. Every time, they will say, will be fixed ASAP. After 4 weeks also, they don't even have an ETA for fixing the issue.

WORST ISP IN THE WORLD.

I request everyone who is having an issue and not fixed within 2 weeks, follow their complaint code of practice, by raising the issue with 'Ombudsman Services: Communications' - THIS IS ONLY THING WE CAN DO.

The worst ISP ever, probably on earth.

The router cannot connect to the internet for more than 10 days.

Called more than 20 times, and each time told me I will have a callback, yet 10+ days passed,.no callbacks at all.

EACH TIME THEY WILL SAY: We will find a tech team get back to you, we will do this remotely to fix it.

THIS IS RIDICULOUS!

Imagine if you buy a monthly package with them and your internet is down for half a month without fixes.

GUYS, PLEASE AVOID THEM AT ALL COSTS!!!

EDIT：1month passed by still no resolve！
EDIT: 2 month passed by still no resolve!
EDIT: Almost a year passed no solve
EDIT: 2023, no calls no feedbacks no emails, no engineers sent, still no connection

Optify are perhaps the worst internet provider in the UK. I would advise to avoid at all costs. Do not feed this despicable company.

Support phone number gets redirected to a ‘call overflow service’ who just take your details - you will never get a call back. Any emails to their support will not get a response either.

They also operate under the name ‘Wifinity’ but the experience is identical.

After 20+ phone calls, 10+ emails, and 0 call backs, there is no point wasting your time - any issue you face will never be resolved. I was without internet for 3 weeks before being forced to change provider (thankfully I didn’t opt for a 12 month contract). For context, I know my way around a simple home network having worked in the industry for many years. The staff do not know anything and work on commission so will try to get you off the phone ASAP. Literally the smallest query will prompt them to ‘escalate’ the case - should go without saying that nobody will ever get back in touch with you.

Save your time, money and sanity - choose another provider.

Awful customer service , i live at a hospital site with doctors nurses care workers police officers and other keyworker staff , we rely on Optify as some of us work from home and need to do NHS work online , £15 a month for unlimited internet sounds good but literally once a week something goes wrong with the service , today was the final straw , the whole system went dead, no signal from their equipment , 186 keyworkers left without internet , thank God its a Sunday or we would be in trouble , anyway the service needs reforming , i will be taking legal action for loss of earnings and for mental torment caused by this company, they need to respect customers in the future , or we will leave them.

Wish i could leave 0 stars. This is the worst company I've ever come across, avoid like the plague even if they are already installed in your apartment - set up a new provider, trust me. Double charged me every payment until they finally put me in touch with the billing team after SIX MONTHS and countless emails every week. Tried to cancel my account 3 months in advance of moving out of my apartment, still nothing was done about it and I am still paying for an account that is no longer in use. Absolutely shocking customer service, taking weeks to reply to emails (or they just ignore you) then by phone they leave you on hold and randomly disconnect you after long waiting times. Not to mention MAJOR connectivity issues for weeks and very patchy service at times. AVOID AVOID AVOID

Not with them. But received an SMS saying sorry you lost your interest.
Can't even get their customers numbers right.
Customer Service line just doesn't get answered. Just want them to take my number off their system. Legal action planned next to remove my number.