My 123NET Fibre Journey

I am writing this review to say Thank You to 123NET Fibre!

It is human nature for us to instinctively complain and always pick on negatives, we take time to SLANDER companies and Products, but when service is Excellent, we forget that we can also take a few minutes to say THANK YOU to the people who really go out of their way to make things happen. I am taking this opportunity to do the same. There is a huge need for a fast and reliable internet service in South Africa, having tried the bigger companies to no Avail, my husband and I both decided to switch over to 123NET Fibre, and let me assure you, we have never looked back.

We took up 123NET FIBRE services almost 3 years ago, the service has been fantastic and the downtime minimal. Getting connected came with some issues of blocked pipes and poor infrastructure in my building, it was frustrating and it took almost 3 visits by the team to connect me, but eventually, with the consent of the building manager and body corporate, they used an alternate route. Once connected, we were immediately impressed. We were reaching speeds that we never experienced before with our previous ISPs. In the few instances that there was downtime, the service was restored before we even noticed that there was an issue! They have a 123Net Family chat group on Telegram which is absolutely amazing. There is someone to provide desktop support virtually 24/7 irrespective of weekends or public holidays. No more waiting for business hours to log a fault, or holding on endlessly for hours on end trying to get through to the fault logging lines (only to be disconnected before even reaching a consultant) or waiting for days or even weeks on end for a technician to be dispatched. The 123Net Management Systems are impressively efficient and miles ahead of the “leading ISPs”. The best part is that their service is the most reliable as they use their own infrastructure – meaning no ***gy backing of other ISP’s, so if there is a problem, they have direct control over the repairs.

The real challenge for me started last year December when we Invested in our new home in a new estate. We contacted the 123Net office and requested a Move of Address, they conducted their due diligence and started the process. The little estate that we were moving to, being a brand-new development, unfortunately had no infrastructure. I had a choice of going with an alternate ISP that had infrastructure that could be accessed – but I was not negotiable on my choice of ISP – it had to be 123Net. I was already fami**** and comfortable with the technical support and service reliability - there was no way I was going to give it up or settle for anything less. I had the opportunity of engaging with the management team for assistance and was taken aback by how valuable they made me feel! I had to assist in motivating the developer to give them the opportunity to bring their Fibre to the estate and in doing this, our new estate now benefits from a Free WIFI hotspot at the pool for all owners and tenants to use and the Security Office also get a free Fibre line to run the CCTV cameras so that we can monitor our homes via real time streaming if the need arises – all courtesy of 123Net as a gesture to show they value our support. The teams worked tirelessly over a 10-week period to get me connected and what amazed me is the fact that this company pulled over 2 kms of Fibre cable at their cost, just to connect 1 existing customer. THIS IS THE MEASURE OF A COMPANY!

Last week while streaming music on my TV I noticed that their was a pause in connectivity, a quick glance at my router confirmed this. Before I could check the telegram group to see if there was a problem in the area, I get a call from 123Net to check if there was a problem with my connection ( I mean really, they called me BEFORE I called them – where else can you get service like this??) Once I confirmed that there was an issue, the technician immediately logged a ticket, and within 20 minutes the service was restored – all without me even raising an eyebrow!

Besides having 123Net at our home, we have their services at our offices – they offer priority service for business accounts which is amazing (as if all their services don’t feel like priority already!!)

My husband and I are Directors in the Civil Engineering space, and we know the costs involved from a civil perspective, the planning and the roll-out. 123NET, a small ISP with a Big Heart, did this for my family and we are Grateful. A very big thank you to Lucelle Pillay and the Office team for always trying to manage my expectations, Kreesen and the civil installation team for literally moving “mountains” to get the cable to my new home as well as Pravesh and Senior Management who made this possible. I can see this Company Achieve Great Success in the years to come and I Am proud to be a 123NET customer and part of the 123Net Family!