Lime broadband complaint – I am writing to complain about my Lime internet service, or lack of it

Dear Sir/Madam:

Since December 2009 I have had sporadic internet access with some days it going off for 5 hours at a time. We do a lot of work on the internet & often we lose an important email or some work as the connection decides to go down at the very point you are sending off an email. We now have to do our emails in a Word doc or notepad so we can just cut and paste. This isn’t the way it should be. This is very frustrating and of course because Lime offer a dire service.

Lime don’t seem to know why we are having a poor/no service! I have had a ‘walk through’ on the phone, I have ‘troubleshooted’ myself & with the aid of Lime, I have called Lime many times, I have had a engineer out and I have been to complain at Lime in Grand Anse. I have not seen an improvement in my service. It’s more like ‘dial up’ than broadband. Broadband is meant to be 24/7 not when Lime thinks you should have broadband.

What we find suspicious is that every time we call up and complain within minutes our internet is back up and running. We suspect this is done on purpose to save Lime money perhaps?

We have asked Lime (on Friday 23rd April) for a credit to our internet service, i.e ‘half of what we pay a month as we are only getting half a service’. We have not had a call yet and its now Monday (26th) evening. We are not holding out any hope. We guess we will have to make the effort to go to Lime again this week…more time, our gas…

Not once have we had a letter from Lime with a ’sorry but we are keen to keep you as a customer’ with any kind of credit gesture, or not even a follow up call to our many calls to the call centre.

We cannot be the only ones to have issues with Lime but why should we the customer be paying out for internet and be getting a terrible service?

I called the call centre today, Monday 26th April and I was advised by the call centre to wait for my call from Lime at Grand Anse. I am wondering how long I will have to wait?

I am not paying Lime anymore money now until they sort this out. We are owed a credit from December to now, and it will be continuous if they continue with this cutting in and out service. We are planning to move over to Flow if this does not improve. We are not sure what the Flow service will be like but it has has to be better than Lime.

Caroline Hemingway

Source: Spiceislander.com - News & Information from Grenada