When the Phones Go Dead: A Lesson in Customer Service

At SA Property, we pride ourselves on excellent communication — so you can imagine our panic when our phones and internet suddenly stopped working today. No warning. No heads-up. Just silence.

This isn't a cautionary tale from a client — it's our own experience.

A number of years ago, we signed a 7-year contract with a telephone and broadband provider, sold on promises of technological advancement and cost savings. In hindsight? It was neither. The costs crept up year after year (buried in the small print, of course), and the tech issues became increasingly frustrating.

Fast-forward to 2024 — with our contract due to end in August 2025 — we decided enough was enough. We found a new provider, one offering the same services (broadband, phones, multiple lines) for £30 + VAT per month, compared to the £500+ VAT we were currently paying. A no-brainer, really.

We gave the correct notice. We had written confirmation from our existing provider that our contract would end on 21st August 2025. The new provider confirmed they'd take over on 22nd August.

Perfect, right?

Well…

On 18th July, we received a new email from our outgoing provider stating our broadband would be transferring on 24th July. A full month early.

We immediately queried this — surely it was a mistake?

We were assured that the transfer only applied to the broadband and not the phone lines. Still, it didn’t sit right. And today, our worst fears were confirmed — no internet. No phones. No communication.

Each company is blaming the other. One says, “They requested it.” The other says, “We don’t know what happened.” Meanwhile, we’re left in the dark — literally and figuratively.

Yes, it’s hopefully just a day of disruption.

Yes, we’re saving over £470 a month from August onwards.

But this is a sharp reminder of why we left our old provider — lack of communication, poor handling, no accountability — and also a cautious note on the importance of making sure transitions are watertight when switching services.

So, what’s the takeaway?

• Read the small print.
• Choose short-term contracts wherever possible.
• Don’t wait until you’re frustrated — start the switch early.
• Test your new provider thoroughly — even when it’s cheaper.

And finally, never underestimate the value of a company that actually cares about its clients and their ability to stay connected.

We’ll keep you posted — and in the meantime, thanks for bearing with us if you’ve tried to get in touch today and couldn’t.

SIDE NOTE: if you want to know which company to avoid whilst looking for telephone and broadband deals, just let me know