I think I know the answer to this question but.....

Hi,

On their Facebook page a few posts back it says they are taking phone calls and emails as normal so may be a delay in their reply if they have been inundated with questions.

We've been using them for just over a year and have had good service so far. Try calling them.

Thanks - I hadn’t thought of finding them on Facebook but I will look.  I was trying to avoid making an expensive call but it might come to that.  Busy they may be but I find it totally unacceptable when a company doesn’t even acknowledge an email.  

Following on from my observation last week, I finally made contact with Connect Fibra yesterday morning.  It was via Facebook Messenger - Live Chat by any other name.  Obviously emailing wasn't working.  Anyway, the upshot is that I signed a binding contract so there is nothing more I can do, unless of course I fancy paying them the monthly charge x 24 (ie to the end of the 24 month agreement).

I understand the concept of signed agreements but, in this case, a bit of goodwill and flexibility would have been nice.  My situation is that I had their Air Fibre mini dish installed in mid-January during my last brief visit.  I decided that the residential deal would suit me best as, up to then, I had managed to visit the property at least every other month.  The free installation is part of that deal plus three months free to start with.  Obviously with this current situation those free months are useless to me.  All I hoped for was that they would allow me to suspend the whole thing until we get back to normal, or cancel the deal completely.  The answer was an emphatic NO.

I know that a lot of people on here are happy with this company and maybe they are as good, or even better, than others - I wouldn't know.  My only sense of annoyance about this is a complete refusal to be flexible in order to keep a new customer happy.  As it is I will be paying for an UNUSED broadband service for possibly months to come.  My mistake although, with hindsight, it seemed like the right thing to do at the time.  

Anyway, this is just a little warning to anyone else thinking of doing something similar.  Connect Fibra are holding me to the contract and I'm stuck with it.  Here in the UK the likes of Sky, Virgin and BT are being flexible with customers, allowing them to cancel such as Sky Sports because there is no live sport to watch.  I suppose the answer is that they are big enough to absorb their losses.  I'm not stupid - I do realise that!  I'm just disappointed that's all,  I used my new broadband service for a few days before returning home and it did all I wanted - surfing, Netflix access etc.  But it was ONLY for a few days.  Over the next few months it will be 25 euros a month for a service I cannot use.  

Oh well, c'est la vie (as we say in Yorkshire!).