Despite many telephone conversations with members of the Big Blu staff, I am still very unhappy with the current level of service. To date, these are the problems we have experienced; On Good Friday, the Surfbeam 2 modem failed. As it was Easter weekend, there was nobody available until the following Tuesday. On that Tuesday, I ordered a replacement modem. Several phone calls later, the replacement modem finally arrived, almost two weeks after the order was placed. Since installation, the down/up speeds are well below what they were. Last week, my husband spoke to someone in the support department and they agreed that something was definitely not right. This person said they would contact the provider to check the speeds were not being throttled for some reason and they would then come back to us and that the modem would probably need to be replaced. We have heard nothing since then, although the speed issue has not been resolved and is still well below expectations. I have not received an invoice for the replacement modem - although every indication is that is not performing correctly. Neither have I received the credit that was promised for the excessive downtime. In good faith, I paid my monthly bill. To date, apart from the inconvenience (to put it mildly)of being offline for two weeks, it has cost over €100 in telephone calls (as nobody has ever actually returned our calls as they promised and we always end up being 'on hold' for long periods). I have emailed them twice, once 2 weeks ago, the second last week. Neither has even been acknowleged, nevermind acted upon. No real surprise there, non-response seems to be their standard MO. This morning, to my absolute astonishment, I received a letter from a debt collection agency for some £150!! Doesn't say what it is related to, presumably not the modem as I was quoted a much lower figure. Ring agency and say it's all nonsense and don't expect a penny from me. The guy I spoke to said he would pass my comments back to Big Blu. I then ring Big Blu and ask to speak to the manager, told not in office until next Monday. Ask to speak another person, with whom I have had contact in the past, told not in the office at the moment, but will be in later. I was promised the person would be informed of my complaint and they would ring me back this afternoon. I waited in all day, no call received. I was originally a customer of Avon and inherited Big Blu because they sold out to another operator. All in all I have been a good client for many years and the treatment I am receiving is totally unacceptable.