Bad service. Bad business practices. Bad expeprience

So I used Web4Us before, and had nothing but troubles, but decided to give them another chance 2 years ago. And at first everything went great. I think Web4Us’ biggest problem is their inability to admit they have problems.

They had a problem with one of their hops, but the problem would only happen at night, and trying to get in touch with them when it happened was basically impossible. I sent them ping traces and they just said “It’s fine now” until the problem got too bad and they finally realised they had an issue with their bounce site.

But thats fine. At least they tried.

We had a rather bad hale storm a while back, and the hale misaligned the CPE. They refused to come and fix it due to “Not being able to due to covid” ISP’s are an essential service. They had no excuse. I had to send my dad up the tower and align it myself.

About 2 months ago, my connection became basically unusable. The speed was alright-ish, but the packet loss was in excess of 60%. Even if you’re not technically inclined, a quick google search will tell you that’s unacceptable. Heck. You don’t even need to do that. So I logged a fault with Web4us. They sent out a technician. And the only conclusion he could come up with is that the problem is with my CPE.

I disagreed, they remained adamant. I did the ping traces, and you can clearly see the packet loss happens at their main firewall routers IP.(More on this later) So I said “I’ll change the CPE, but I need a guarantee that that will fix the problem” They changed the CPE and the problem was the same.

At this point, I started seeing paged blocked my their SOPHOS antivirus software. I have screenshots of this. And they also started blocking the software I used to test the packet loss. From the same IP Address that I can see the packet loss happening. So I confronted them about that.

2020/05/30, 11:43 am - Iwan: No worries. I see pingplotter is now blocked by your firewall? 2020/05/30, 11:46 am - Web4us Ftw: Sorry sir, I do not know anything about this as soon as technician is back I will let him answer you

As you can imagine, deny deny deny. They told me that they'd rather cut my line, than to try and fix the problem. They told me that they will refund the CPE they made me buy, and that I should rather look for another ISP.

I asked them to keep the connection running for the rest of the month.

I would not recommend Web4Us to anyone.