Moving internet Opiniões 

Resposta da Moving internet

17/07/2025

Hello HJ.G
I have looked into this and I have searched through our customer service support inbox. Unfortunately, I haven't been able to find any order under your name on our system or in our customer service inbox.

I requested through Trustpilot for details of the hire so that I can investigate the order but Trustpilot notified me after 4 days that you still hadn't provided the order details I requested for through Trustpilot, so I was unable to investigate it.

Delayed delivery of a device can occur for various reasons such as (but not limited to), if your address is inaccessible which means the delivery man/woman wouldn't be able to get inside a compound or into a building that has multiple flats in it (due to no one answering the bell)" or if no one is available to sign for the device upon delivery then a leaflet would be passed through the door with instructions for collecting it from your local delivery office. Also, the tracking details for the package is normally sent automatically to customers within 1-5 hours after the package has been dispatched to enable them track the delivery of the device.

There are a number of external factors that can affect the speed. Hence, reaching out to us by replying your hire confirmation email to notify us of speed issues being experienced would have meant the team would investigate the issue to first identify the cause and see if it can be resolved remotely. Else, if one of the other data providers we use has a better speed at that location, a replacement device could then be dispatched.

Unfortunately, I haven't been able to find any order under your name on our system, so I've been unable to investigate the issue described in your feedback"

We apologise for any inconvenience experienced.

Kind regard
Movinginternet.co.uk

Resposta da Moving internet

27/06/2025

Hi Petar,
Thanks for taking the time to give us your feedback. We apologise for any inconvenience experienced.

This has been looked into. I've searched our customer service inbox, and can see the customer service team had not been contacted for support regarding speed challenges during the hire.

In situations where there is a local/regional telecom mast issue affecting the local area where a device is being used, our standard procedure involves investigating the speed issue first to identify the cause and see if it can be resolved remotely before checking if an alternative network is available and is not experiencing technical issues. If an alternative network is available we quickly arrange for a replacement device to be delivered to your address.

Unfortunately, we were not made aware of this, so we were unable to investigate the issue during your hiring period.

Sorry for any inconvenience experienced.

Kind Regards
Movinginternet.co.uk

Resposta da Moving internet

15/04/2025

Hello Nina,

Thank you for providing us with your feedback. We sincerely apologise for any inconvenience experienced.

This has been looked into, and I can see that you contacted us regarding experiencing slow speeds 3 days into your hire, and a customer service team member replied to that email explaining that this could be due to the local telecom mast serving the local area (for the data network assigned to you) being repaired by the data provider and a screenshot from the network provider was sent to you showing there was a sudden issue with your location. The customer service representative had recommended sending a replacement device running on a different network, but you had turned down the offer.

I can also see the free trackable return postage label (included in the package) which you used in posting the device back, shows you posted the device back 3 days after your hire ended. I can see from the support thread that you had told the customer service team the reason you posted the device back 3 days after your end of hire period was because you had travelled and returned over the weekend (which appears different from the feedback posted above). Also, I can see all the post offices around your address are open on Saturdays 09:00 am - 12:00 pm

Kind Regards
Moving internet

Resposta da Moving internet

10/04/2025

Hello Laura,
This has been looked into, and I can see from Royal mail tracking details page (which I can see the customer service team also shared with you) that Royal mail highlighted that the delivery address your provided was incorrectly addressed, so the device was returned back to us. I can see the delivery address you provided had two flat numbers on it instead of one.
I can also see the customer service team followed up with all your emails to provide as much explanation, updates and guides as possible.
Your payment was made through Paypal, and Paypals system shows your hire was refunded (We do not have any of your payment/funds with us from what i can see on Paypal).
There are certain details Paypal can only share with the Paypal account holder(as in certain details they would only share with you as the account holder and not with us) which can not be shared with us.
Please log into your Paypal account to contact Paypal customer service regarding the refund issued to you, so they can clarify.


Kind Regards
Moving internet