Hi, AVB here. Sorry for the long silence but we assure you we’re listening! We apologise that some customers are struggling with low or variable speed connections. We know it’s frustrating and promise we’re working hard to resolve the issues. As reported elsewhere, we’re in the process of restructuring the business which is a delicate exercise and ask you to bear with us a little longer while we get things back on track.
We’re concerned that some people have commented on problems contacting AVB support by telephone. We’ve looked into this and found a fault with our call handling process that meant a few calls have been missed. Again, we apologise and now we know there’s a problem we’ll fix it but, in the meantime, we’ve been responding to email support requests as normal.
Moving forward, our immediate priority is providing a stable, high performance service to existing customers before we grow the network further and we’ll be contacting customers who’ve paid deposits in due course to discuss their options. On a positive note, we have many satisfied customers and a great infrastructure that’s brought fibre broadband to rural areas in Aylesbury Vale that previously had no prospect of receiving it.
Because of the sensitivities we cannot discuss specific issues further on a public forum like this but ask that you give us just a few more weeks to secure a long-term solution.