Q 190565713 - On Sat. 25 May 2019 I reported that I had no internet connection from Friday 24th from about 10 pm. The person who took my call (a female) on Sat. was totally useless. I told her I was on crutches; but still she made me run around the house checking sockets when I told her several times that the router was working perfectly with all the lights being green. She went on for about an hour but did not do anything. I got so fed up and tired that I rang off. After the bank holiday on Tues. 28th I phoned again - the person who took my call was very helpful he took down all the details; checked a few things on his side but could not help me. However he told me that the engineers would try to correct the fault in 3 days and that they would phone me. On the 29th I spoke to Paul Stainforth in the technical dept. I cannot praise this gentleman enough - he was simply par excellence. He was very kind and patient; sitting at my laptop he very clearly guided me through all the functions. Some of them had to be repeated over and over again but he spared no pains. He was determined to get it right for me. When nothing was working on my side he asked me not to touch the laptop that he would do some checking at his end and phone me back in 15 mins. He did so, and after going through one or two functions with me I was back on again and he clearly explained what had happened and what I was to expect. (It is too long to write about it here -if you ask Paul he will tell you.) Had it been just Paul Stainforth that I had been dealing with all the time I would have given this review 5 stars over and over again but I cannot do that as the first person I spoke to who made me do stupid checks repetitively was not at all helpful neither could she give me any advise or rectify the problem. Very many thanks once again Paul Stainforth.