Response from Timico:
09 November 2015 at 06:27
We’re sorry that you’ve left dissatisfied with how we handled your complaint. However, much of what you have written here is inaccurate and unfair, hence why we felt it necessary to respond.
You originally gave us incorrect address information which is why your broadband line was provided in the wrong premises. We worked very hard to fix this problem as quickly as possible, but were on the back foot because of the wrong information you gave us. Working with BT we got you broadband back within a matter of days – ‘10 engineers’ is a significant exaggeration.
We agree we made an error in wrongly charging you for calls to mobile, which should have been included in your plan. When you pointed this out to us we made a full correction and credit back to you.
The reason it then took months to resolve, was your excessive damages claim and insistence on involving solicitors and the Ombudsman. You’ll remember the lawyers threw out all of your points. The Ombudsman agreed fully with Timico’s position, commending us for the goodwill gesture we made to you. The Ombudsman also rejected your appeal, recognising how unreasonable it was.
We’re sorry your business was impacted by a loss of broadband, but it was not our fault. We acted honestly and in good faith at all times.