PCCW GLOBAL Reviews 37

I have tried to contact via email, not replied to, and telephone calls, just left hanging on for ages with no answer!
I do not know how to get in touch, as they appear to have no customer service department that operates!!

The WORST customer service ever. Can literally not contact them, ringing them for 30-45 mins for the call to drop/ getting through and being put on hold for FOURTY minutes. Do not even know about the WIFI itself as I have never got far enough to be able to have it installed. My partner and I have rang a total of 13 times this week alone, 30 minutes each time at least, and 4 emails... to no avail.

As a tenant, I would like to write this review to any landlords or house managers who are thinking about hiring them to get internet in their property.
I have honestly lost count on how many times they have sent an engineer to this house to fix internet issues. For a year, there have been persistent issues with the internet. This is especially hard for people who work from home during the pandemic.

For those who are considering getting a service from Optify, you may want to know that:
(Good experiences first):
- They sent a new router within a week (once the old one got broken.)
- Their customer support through their phone number was kind and pleasant.
- They always promise to send an engineer asap. (Usually, give 1-3 days for their arrival, but I can not validate if they have come to the property.)
- I tend to get replies to my emails within 24 hours.
(Bad experiences)
- I think they are getting the internet from Zen, then get it distributed across all the managed flats. (I did a speed test.) I predict that this might be an issue. I even reached Zen to query the WAN IP address and wanted to ask why is this happening. They wanted me to provide an account number as well. :)
- Their customer support chat line is not always open (7/24).
- The cycle: Usually, I raise my concerns to the agency that manages to property. The agency forwards me to Optify. Optify asks me about an account number. I provide an address. They usually say, there is an outage in the area (or recommends the agency to reset the router), I get a ticket number. They send a technician or an engineer. The internet gets fixed after 1-3 days of no internet. After 1-3 days later, the internet becomes unusable again.
- They thought that the fault was from the electric system of the property. I am not sure what happened afterwards.

I would be happy to change this review whenever the issues are solved in this property permanently.

constant packet loss in swansea, customer service pretended to care, but nothing changed

Would give 0 stars if I could. Where to start? Connection is the patchiest of any wifi company I have ever come across, and it is NEVER simple to fix.

My hospital accommodation use it (I am training as a nurse and regularly need the internet for numerous essays and research), and for some odd reason, Optify ensure that you have to manually renew your membership, even though it is consistently being paid for by the accommodation. This is a far from easy process, as it involves ringing up the technical operators, or, more likely, some pointless intermediary person who purports that they cannot help in any capacity, as 'all of the technical operatives are busy.' Instead, this person will take down my details and promise that I will be called back. Surprise surprise, this has never happened on any of the three occasions on which I have phoned up. Its beyond a joke.

As if to ease my rapidly rising blood pressure, the pointless, non technical person I always get through to on the phone, blithely assures me that they are having countrywide technical issues, and are looking to fix it ASAP. Now, given that this is their excuse every time I phone up for help, it leads me to believe that either:

1) The ransomware hackers are having a field day, and optify is the latest victim.
2) The person on the other end of the phone is earning commission based on how much they can infuriate me.
3) My phone calls, which become increasingly desperate as I get fobbed off with tired excuses time and time again, are actually being recorded into one of those 'prank the public' programmes, such as Trigger Happy TV, or Phonejacker, and in a few months to come I will at least be consoled by the fact that my frustrating situation is generating amusement for viewers on Channel 4.

Please would you clarify which of the options above are correct, Optify? Oh, and please deign to call me back at some point this decade.

A very disappointed customer,

James Mottram.

My wifi was cut off in the middle of the night, I pay my bills on time yet they don’t even bother to contact me beforehand about it. I’ve been living in the accommodation for a year now (probably as to why they decided to cut if off) but I already renewed my contract months before..
Tried getting in touch with their team and they said they’ll get back to me tomorrow morning based on the time I contacted them (12am)— considering they claim that they have 24 hour service (????).

Optify is absolutely horrible, please do not bother with them. There is always a connectivity issue, and I am always close to tears when having to deal with them. My uni halls are using it, and I have to say I absolutely hate them for this. PLEASE DONT USE IT.

It is horrible, never works. Awful! Don't get me started on the customer service, no one has picked up over 1 hour.

The worst internet provider I have ever used. Cuts out for days at a time when other providers in our building continue to work fine. I wouldn’t recommend optify to anyone.

Reliable Internet and good customer service. Never had any problems with the connection, unlike Sky, Virgin, BT and Talktalk in the past. Speeds never slow in busy times. I would recommend to anyone looking for a new provider.

Been without wifi since Tuesday, it is now Friday evening. Chances of getting connected for weekend look remote. Happy to take your payment but simply cant be bothered to fix the issue. Disgraceful as this has affected lots of local people in the UB8 area.

So there is a problem with internet for the whole floor and we had to call multiple times to get the engineer booked and still the engineer doesn't comes. When it's already 4 days my floor without internet JOKES and when we call them to ask where is the engineer they just say same thing over and over "It will come tomorrow or today" and that's happening for 4 days already, worst support I ever had experienced, never going to choose this internet in my life and I will write a complaint letter to the company they are owned by.

the worst service I´ve ever experienced. being the only service provider for the postcode where I live I can only express my discontent for their lack of both solutions and of service provided, I´m currently paying £35 for 100Mbps service with which I´m only able to reach 8MBps in the best of times of download. It is the same as stealing.

Optify is the patchiest service I've ever used. Have had to use my phone as a hotspot for everything as there is literally no connection.

Spent over 2 hours on hold/talking to service reps and being disconnected at random with no attempt to diagnose/fix the problem.

If you have a choice, don't even consider them.

I am a student living in halls and the internet provided is optify, a pccw global product, the wifi is slow to say the least as well as inconsistent and high latency do not even attempt to game on it. The Ethernet port in my room does not work properly, my PC does not even detect the presence of the cable. I contacted customer support and I am currently in a week long 20 email conversation with them where after 7 days I have only just been referred to the 'operations team' and I am now in. Waiting list for them to fix the problem. They blamed my PC for the issue despite me providing several pecices of evidence proving otherwise, I was given no time frame for the issue to be fixed despite asking, the average response time for an email was at least 5 hours and you are constantly switched between support reps without being notified. This is hands down the worst customer support I have ever had the misfortune of dealing with, if you have the choice DO NOT use optify it is a terrible product maintained by complete incompetent morons.

Service used: optify
No internet since so long. Right before Christmas. It’s terrible. Can’t even reach my family back home. Would not recommend especially if you use a lot of smart devices like smart tv, laptops, Mac, google home, etc