4thutility Avis 9 392

The initial 4th Utility conversation on what’s app ran smoothly plus the installation engineers were extremely good regarding the installation. Setting up the WiFi router was easy using my phone.

From my first phone call for a quote until installation the service I have received from all departments has been incredible. I called as I decided I needed to give my finances an overhaul. I was leaving EE after 25 years. The call agent was warm, friendly, knowledgeable and listened carefully to what I needed. Then I had to call back as I had got my dates for leaving EE mixed up. The next agent was exactly the same as the first. I was delighted. I received text messages all throughout the process on what to expect next, which was so useful. They sent the equipment out the next day to be absolutely sure it would arrive on time. Then today Liam and their colleague installed the service for me and they where amazing. Friendly, polite, considerate they took their shoes off when they came inside. They then talked me all through what they where doing and how to use it. I am so grateful for everything that 4thUtility has done and the other bit of course I am £10 a month better off. I would recommend 4thUtility to everyone.

Martin was so helpful and loved the problem whilst I was on the phone. He was friendly and the kind of person I'd like to have communication with anytime I had a problem with my service. Thankyou Martin

I'm absolutely disgusted with the service. Spoke to a guy on the phone around 3 weeks ago telling him that I'm moving out on 29/04/2026 and that I need my service to be moved to the new address and he offered the nearest date which was 28/98/2026 ... I'm on 24 months contract so that means I will be paying for the service I don't use until they can be bothered to set me up in my new place... It's absolutely unacceptable and outrageous ! I can understand a week or two maximum, but 4 months that's taking a Mickey ! I have failed an official complaint while ago and not heard back yet it's been 2 weeks. I'm absolutely speechless about the way they treat the customers. They were at my door step next day to set me up as a new customer, once you pass the cooling period they could care less about me, also that agent of theirs opened a new account for me to start in August as aperantly I have to start fresh the only difference is that cooling period doesn't apply to the new/ not so new customers, when told him that I'm not happy with such arrangements he then promised to call back next day or day after to offer me closer dates which never happened ... I never wanted to open the new contract in the first place, I've got two contracts now that don't serve the purpose I'm paying them for nothing and basically been striped of any rights as customer, they've breeched the contract and ignoring my complaints it's not right, I'm going to complain further, this is absolutely scandalous !!!

Sorted quietly very quickly, no wait time. Great attitude on phone.

Today, I spoke with Aneek at 4th Utility. The call was answered very quickly, Aneek is very polite, well spoken, clear and consise whilst being understanding of my needs. The service 4th Utility provide is excellent. Other providers could learn from 4thUtility. I would recommend 4th Utility and rate them full 5 stars. Thank you.

Fast and perfect response

The advisor I spoke with, David was excellent. He was genuinely helpful, pleasant and totally supportive. He understood why I was leaving 4th Utility, he gave me options but didn’t try and push a hard sell. It does take ages to get through over the phone which is frustrating but once through, when advisors are as understanding and helpful as he was - it actually made me sad to be leaving! Apart from one negative experience a few months ago, 4th Utility have been a good company to deal with and I have not had any problems with them.

Martin was a great help,he helped very well and even emailed me with my Password etc.... This didn't happen last time I spoke too someone.I hope your get a pat on the back,i know I would do it if was your boss.

My second review. 4th Utility are still absolutely dire. I am having frequent and consistent connection outages. I restart the bridge device and it re-connects, only for the connection to drop again. The customer service line is dreadful to deal with and you never know whether you'll speak to someone competent, or someone that mindlessly clicks through some guides and has no ability to understand the problem and just repeats things back at you.

The worst part is that they installed and own the infrastructure at my development so I can't even switch to another provider. I have tried time and time again for them to look at this issue properly to no avail.

Next stop is the Communications Ombudsman.

I would never, ever recommend this company to anyone.

UPDATE #1:

Replied to 4THU’s request for further info, as I did before when I submitted my first review. They did absolutely nothing back then and I’m expecting the same again.

I had a really great experience and truly appreciate all the help I received. They were kind, patient, and took the time to answer all of my questions clearly and in detail. What stood out the most was their support all the way through the process—they stayed committed until everything was completed and made sure I was taken care of.

Got to speak to someone really quickly. Kay was so helpful, explained everything I asked really clearly. Very helpful, mad it easy for me to buy the product.

This evening spoke to Mike from 4th utility broadband..was going to switch from Vodafone through the online portal until Vodafone informed me I had an early termination fee to pay. However Mike helped me switch by offering reduced charges to help lessen the cost of the penalty fee. Highly pleased with the deal I've received and very impressed with Mike's help..Top marks and looking forward to my switch to 4th utility broadband 👍

Olu was very helpful.

Jay was wonderful in supporting me with moving my internet to my new accommodation . Friendly and clear explanation of the move home process.

Kay was very informative and resolved my issue of zero broadband connection with my current supplier of 3 weeks after migration from octaplus broadband to "the one broadband" ....Kay resolved my issue within 14 minutes. Thanks to Kay and 4th Utility.

Phone was answered quickly, spoke to Steve who provided me with all the answers to my many questions. Talked through router options and was advised that the cheaper option should suffice. As I work from home, a weekend changeover date was provided to minimise any downtime.
All very easy and painless.

Chatted with Callum regarding setting up a new broadband installation. He was very helpful to provide all the options available to me, with the costs and discounts.
This was a very easy way to arrange my broadband and Callum was happy to accommodate any questions I had.

This is a update of 4 Utility/City fibre.
My I first say that at least you reply to Customers Comments
That reply was very Quick. I Responded by filling in my Name Address postcode and Phone Contact details.
But I don't know if it was received to yourselves or lost for good. I Understood that you wanted to get further information so you could understand the problem and my comments.
I'm not trying to rush you at all. However what I thought I may have received was a acknowledgement of receiving my details.that you have received and looking into it. Your Company has done two installs over last week with 30 yards of my property. One of them in the same block.
Regards NL

Thanks to Nick for sorting out my billing issue instantly. He is friendly, and highly knowledgeable about customer needs