Exascale レビュー 

Exascale からの回答

2026年10月5日

Thank you for your review. I’m sorry for the disruption to your service and the frustration caused by the lack of clarity about the fibre rollout in your village.

The rollout stopped because the Gigabit Voucher funding supporting the project stopped. This prevented us from completing the remaining planned work. I appreciate how disappointing this is, particularly after seeing part of the village connected, and we should have communicated the situation more clearly to those who had signed up.

The recent outages relate to a fault within Vodafone’s network, which supplies our wholesale broadband connection. Exascale’s own network has remained online throughout, but the Vodafone fault has affected our ability to deliver connectivity to customers. We have been pressing Vodafone for updates and holding them to account for restoring service.

During outages, we update our website with a service notification banner and publish progress updates at https://status.exascale.co.uk, where you can also subscribe to notifications. We share restoration estimates when Vodafone provides them, but I understand how frustrating the uncertainty has been.

Please contact us privately with your address or account details so we can discuss your circumstances directly. I’m sorry that our communication and your experience have fallen short of expectations.

Exascale からの回答

2026年10月5日

Thank you for the recommendation and detailed feedback. It’s great to hear you’re enjoying the speeds and performance, and that your queries have been answered quickly.

We’re pleased Thomas was able to apply the own-router discount to your existing contract. We’ll pass on your thanks to him.

Thank you for choosing Exascale and taking the time to share your experience.

Exascale からの回答

2026年10月5日

Thank you for your feedback. I’m pleased to hear your connection has been solid, and I’m sorry the onboarding experience has been frustrating.

We aim to make getting connected straightforward, with clear updates on equipment delivery and router configuration. I appreciate that having to chase these details has affected your experience.

Please contact us privately with your order reference so we can check the router delivery status, confirm any configuration details you need and address the outstanding points.

Thank you for choosing Exascale. We’d like to get this resolved so you can fully enjoy your new service.

Exascale からの回答

2026年9月1日

Thanks for the review, we really appreciate you taking the time to write this.

Great to hear the connection is performing so well, especially with the BQM and bufferbloat results. Sounds like the Flint 4 is doing a decent job too!

Really pleased you’ve had a good experience with the team as well. We try to be quick to respond and get things sorted without making things more complicated than they need to be.

Thanks again for choosing Exascale and for recommending us

Exascale からの回答

2026年8月30日

Thank you for your review. We’d like to clarify the circumstances, as Exascale was an active Gigaclear partner at the time you signed up, and your order was accepted on that basis.

Shortly afterwards, Exascale made the decision to no longer offer services over the Gigaclear network. This followed Gigaclear’s Retail division aggressively undercutting the wholesale pricing available to partners such as ourselves, making it commercially unviable for us to continue providing the service.

Unfortunately, the timing of this change meant your order was caught during that transition. We appreciate the frustration and inconvenience this caused, but it was not a case of advertising a service we knew we could not provide or intentionally wasting anyone’s time.

The wider issue surrounding Gigaclear’s wholesale pricing and its impact on ISP partners has also been reported publicly by ISPreview and thinkbroadband.

Following our decision to cease offering services over the Gigaclear network, our website was imminently updated to reflect the change and we began contacting affected customers individually. Unfortunately, your order was placed during the very short window between that decision being made and those updates and communications taking effect.

We apologise for the inconvenience caused, but the circumstances were the result of a rapidly changing commercial situation rather than Exascale advertising a service it knew it could not provide.

Exascale からの回答

2026年8月7日

Thank you for your review and for awarding us 4 stars. We're delighted to hear you're pleased with your broadband service.

We're sorry to hear you experienced issues with your landline. Following our investigation, we were unable to identify any faults on our network, and it appeared the issue was related to the recent power outage. After you restarted your equipment, we're pleased to hear the service was restored successfully.

Thank you for your patience, and we appreciate your feedback.

Exascale からの回答

2026年8月7日

We're sorry to hear you felt there was a lack of communication regarding your order.

After investigating your comments, we can see that several emails were sent to the email address provided throughout the ordering process. It's possible these may have been filtered into a spam or junk folder or otherwise not reached your inbox.

If you believe you're still missing any information, please get in touch with our support team and we'll be happy to provide any updates or resend the communications.

Exascale からの回答

2026年8月30日

Thanks for the great review! Really pleased we could get the issue sorted quickly and get you a nice speed upgrade at the same time.

Thanks for choosing Exascale, we really appreciate it!

Exascale からの回答

2026年8月7日

Thank you for updating your review.

We're sorry to hear that your experience was frustrating initially. Our pre-sales and service delivery teams worked closely with you to investigate the issue, and it was ultimately identified as a misunderstanding between the connection speed and the reported usage/consumption figures. Once this was clarified, the concern was resolved without any further intervention being required.

We appreciate your patience while we worked through this with you, and we're pleased we were able to reach a resolution.

Exascale からの回答

2026年5月10日

Thank you so much for your incredible review and for being with us over the last 3 years. It means a huge amount to hear that both the service and speeds have remained consistently reliable for you.

We’re especially grateful for your recognition of the investment and effort that went into bringing full fibre to your area. Our team works hard to connect communities that larger providers often overlook, so feedback like this genuinely makes it all worthwhile.

We’ll be sure to pass your kind words on to the engineers and customer support teams involved. They’ll really appreciate it.

Thanks again for your support and for choosing us!

Exascale からの回答

2026年5月10日

Thank you for the fantastic review and kind words. We’re delighted to hear you’ve had a great experience with both our service and support. Your recommendation means a lot to the whole team.

Exascale からの回答

2026年4月24日

Thanks so much for your kind feedback! We're really glad to hear the issue with your line dropping was quickly diagnosed and that the new router reached you without delay. It's great to know the installation was straightforward too.

We appreciate your patience while we worked through the problem, and we're pleased our team kept you well informed along the way. Hopefully everything is now running smoothly, but if you need anything further, we're always here to help.

Thanks again for taking the time to share your experience!

Exascale からの回答

2026年4月20日

Thank you for your glowing feedback :)

Exascale からの回答

2026年4月20日

We're very pleased you're happy with your new service with Exascale.

Exascale からの回答

2026年5月10日

Thank you for the brilliant review! We’re really pleased Mark and the team could get everything back up and running for you. We know how important a reliable internet connection is, so staying on to make sure it was fully sorted was the least we could do.

We’ll be sure to pass your kind words on to the lads, they’ll really appreciate it. Thanks again for your support!

Exascale からの回答

2026年5月10日

Thank you for your excellent review! We're delighted you were happy with the speedy response and service. We really appreciate your support and look forward to helping you again in the future.

Exascale からの回答

2026年4月20日

We’re sorry to hear that your experience didn’t meet expectations. After reviewing your account, we can see that updates were provided throughout your order journey. As your service relied on a third-party access network, we shared information as soon as it became available to us.

We understand how important clear and timely communication is, and we appreciate your patience while this was being completed. If you’d like us to look into anything further, please feel free to get in touch with our support team.

Exascale からの回答

2026年4月20日

Thnak you for sharing your feedback.

Exascale からの回答

2026年4月20日

Thank you so much for your fantastic feedback and for choosing Exascale!

We’re delighted to hear that switching was straightforward and that you’re enjoying both the hub and the service. It’s great to know you’re seeing faster, more consistent speeds - even with multiple devices connected - as that’s exactly what we aim to deliver.

We’re also really pleased that you’ve found our app support easy to use and responsive. Providing quick, helpful assistance is something we take pride in, so your comments mean a lot to the team.

Thanks again for your recommendation - it’s genuinely appreciated!

Exascale からの回答

2026年4月20日

Thank you for your feedback and for choosing Exascale.

We’re glad to hear your router issue was resolved and that you found our communication clear and consistent throughout. Keeping you informed every step of the way is really important to us.

If you ever need any further support, don’t hesitate to get in touch—we’re always happy to help!