The response of broadband provider Fibrus to customers in Co Armagh in the aftermath of Storm Éowyn has been branded “pathetic” and “diabolical”.
SDLP Councillor Thomas O’Hanlon launched a scathing attack on the service provider accusing the company of abandoning communities in the wake of the storm back at the end of January.
Speaking at a special meeting of Council attended by representatives from both Fibrus and NIE (Northern Ireland Electricity), Cllr O’Hanlon said they should “hang their heads in shame”.
“In twenty years as a public representative I have never witnessed a response from a service provider or agency like it,” said Councillor O’Hanlon.
“They were overwhelmed and just didn’t know what to do. They had only six crews of engineers — twelve people—on the ground in the first few days. There were more people working in the local chip shop than in Fibrus.”
In contrast, NIE was praised for providing detailed updates and working tirelessly to reconnect customers.
“NIE worked 24/7 and were extremely responsive. Fibrus came to Council on Monday night with two arms the one length. Their response to members; well, to me, was pitiful. They could learn real lessons from NIE.”
Cllr O’Hanlon also condemned Fibrus for its lack of local knowledge, stating he was able to inform the company of which homes had power and broadband restored, something he believes the company itself should have known.
“This is a company which got millions of pounds from Stormont and London and yet they abandoned people when they needed them most. It’s appalling.”
One particularly troubling case involved a customer who had only recently joined Fibrus and was told she would need to pay nearly £2,000 to cancel her contract.
“If Fibrus are serious about staying in the local market, they have serious improvements to make—and they need to make them quick.”
