"Where do I start"

Where do I start, first off, how on earth does this company have a 4.3 star rating with Trustpilot, look on Google & you will see a different set of Reviews & in my opinion are the correct ones. This is a total sham of a company, engineers came to fit a new service, didn't have enough room in the local station to finish my connection, waited 4 days to put right, I received an email saying the connection had been done which started with ,'Great News Your Service Is Up & Running', no it's not 2 weeks later I'm still waiting for the broadband to work, after over 2 hours on the phone, Most of it waiting for some one to answer I was passed from pillar to post ending up right back where I started.
Again, after waiting 45 minutes I got through to disconnections told them enough was enough & to send someone to come to collect everything I wanted out, they informed me someone would email me with instructions on sending the router back,4 days later still waiting for that email. I was on the phone yesterday, 2nd May, for over an hour eventually put the phone down no one answering, I've emailed the company & kept a copy to show the bank in order to cancel my direct debit instructions.
Leave this company well alone unless you want a nervous breakdown.

"Good evening!"

Good evening!

My name is Ievgeniia.
The internet speed was OK and I was satisfied with the service in general, meanwhile I am on the process of leaving Scotland and need to cancel the service.

I failed to reach the cancellation team over the phone multiple times (today I was on the line around 1 hour!, waiting to speak with the cancellation team representative, but after so long waiting my call got disconnected).

On the website mentioned that the only way to give a notice to speak with the representative!!! Its nonsense, as NO ONE is picking up the phone!!!

Guys, if you want to get the service, they will reply in 1 min, but its impossible to get cancel it!!!!!!!

"The 2 install engineers that attended…"

The 2 install engineers that attended did an excellent job.

"Sent me a free router through the post…"

Sent me a free router through the post 2 days before the installation. Then on the day 3 chaps from City Fibre came and installed it all...1gb/s, a contract for 2 years starting at 27 pounds with 5 pounds off for 6 months...one can't argue with that can they...I believe this beats them all...hands down!

"Get internet with literally anyone else"

Where do I start. Shame you can't give minus points on this rating system.

TLDR; do not get broadband with 4th Utility, I implore you.

Initial Installation

The engineer did not show up, no phone call was given and I had to wait another two days to get an engineer out (had to take 2 days off work, fantastic). When they finally came, engineer said that internet would be working within 3 hours. It did not. Determined to be a router issue, had to wait another week for a new router (while still paying for a contract, by the way).
After a while we started getting angry emails asking for the old broken router back.

IP address

Browsers, streaming platforms and various online accounts think we are located in America. This means that some of these services (that we pay for) do not work without a VPN (or at all), and impossible to use on devices where a VPN cannot be used. I have been advised externally that 4th Utility likely bought IPv4 addresses at auction which were previously used abroad (they are a newer company and do not have the legacy IPv4 space).

One of these accounts enables me to do my job, and it cannot be done on the home broadband so I have to go elsewhere and use someone elses internet (as the mobile data in our house is so bad, but hey at least we are warm in the winter due to all the insulation).

We have had accounts blocked and access to funds lost on certain platforms, likely due to 4th Utility using CGNAT, where multiple people share a single IP address. If someone does something to get banned or rate limited, then this effects everyone on that IP address. We are victims of that, and have lost access to accounts and money. I wonder who will compensate the money we have had taken from us, hm?

4th Utility claim that this IP address issue is not a reason to break contract because they have a duty to provide IP addresses based in the UK. If that is the case, then how come myself and others leaving reviews have similar issues? To you gentle reader, do yourself a favour and don't enter a contract with this company, unless you personally like being held hostage to an incomplete service.

Bad connection and drop outs

We had to port forward our devices to simply be able to log onto online gaming without severe lag. Internet speed is an issue, and we cannot even measure it using online tools due to "an issue with the network" (laughable really). For those who play MMOs, have you ever tried to dodge an invisible AOE that should be telegraphed? That would be enough to make your blood boil.

Customer service

Call backs don't happen, always waiting up to an hour on the phone to speak to anyone (and usually that person is the same person so they do not have a big CS department). You go round in circles, hours on the phone, trying to fix issues that just can't be fixed. Then they turn around and say "oh well that's not our problem" or "you didn't specifically say it was a complaint" after calling to fix the latest issue. So guys, better spoon feed some words if you want anything at all logged officially.

To conclude, just....don't.

"Callum was very helpful in explaining…"

Callum was very helpful in explaining me new customer, my terms and help me decide what’s the best deal for me. He was also quick to set me up with a contract over WhatsApp chat service of 4th utility.

"Worst experience"

Worst experience. It has been almost a week since they deactivated my connection due to the incompetence of their employee. The employee who opened a job order to connect my broadband did not close the job order after installation, and they disconnected me after 30 days because, they said, if the job order is not closed, it will automatically disconnect after 30 days. Every day after my disconnection, I have been calling them to solve the problem, but it seems they are not doing anything. Calling them is a nightmare; it is difficult to speak to someone, and even then, they cannot help. So I decided to ask them to cancel my broadband entirely, but unfortunately, the person I spoke to said their system was down for cancellations, so they told me they would do it manually and I would receive an email immediately. Instead, I received a bill debiting a monthly payment.

Beware of this company. It's really frustrating that they are billing you even they don't give a service connection.

I felt like I got scammed
Very poor service.

"One thing that I found really…"

One thing that I found really comfortable is that his responses were very fast. It did not take me ages to get a reply like other companies.

"I wrote a recent review with 5 stars"

I wrote a recent review with 5 stars, but unfortunately within 10 days I have to write another review. My order is still showing as pending since past 10 days with no means of communication with this company's customer service. I have been waiting on the phone helpline for past 1 hour 5 mins without any human interaction, and I cannot even ask about my order status, or even cancel it since I am still in 14 day window for cancellation. Please do not buy services from this company. Unprofessional once they get you onboard.

"Excellent service"

Excellent service