Terrbile Service and Dishonest Employees

Dear 123Net Management,

I am writing to formally lodge a complaint regarding the installation that took place at my residence yesterday at approximately 14:30pm to 17:40pm, on the 12th of November. My experience with your team was extremely disappointing, unprofessional, and has resulted in both electrical damage and a complete loss of trust in your service.

1. No Prior Notice of Third-Party Property Access

Your installation team failed to inform me in advance that they required access to neighboring gardens. This is information that should be disclosed upfront. When I contacted Bob from the body corporate, he confirmed that your installers are required to communicate this beforehand.

As a result, I spent approximately 45 minutes running around the complex trying to obtain approvals and locate neighbours. This was an unnecessary inconvenience caused solely by a lack of communication on your side.

2. Electrical Damage Caused by the Installation Team

During the installation, one of the installers (a French gentleman wearing dark sunglasses the entire time) drilled into an electrical wire. I heard a loud pop and saw a flash from the plug point. When I questioned him, he insisted the plug was “faulty.”

Because I am not an electrician, I re**** on his explanation. He continued testing other plug points, which also did not work. When I checked the DB board, I saw that the earth leakage had tripped. Resetting it restored some power, but the moment he attempted to use the plug again, it tripped once more.

Your team knew they had hit the wire. Their behaviour and body language made it clear that they were aware something was wrong, yet they chose not to disclose the truth. Instead, they rushed to leave and pressured me into signing documents and that they would fill them in, I just need to sign them as they needed to leave so they could make their lifts home.

3. Dishonesty and Misrepresentation

At no point did they admit that the wire had been drilled into. At no point did they take responsibility. At no point did they act with honesty, transparency, or professionalism.

This is unacceptable.

A qualified electrician assessed the damage this morning and confirmed the following: • Your installers drilled incorrectly in a downward direction, causing them to strike an electrical wire. • They patched over the incorrect drilling attempt with white filler. • They were dangerously close to damaging a water pump as well. • The workmanship was described as “terrible.”

I will be sending you the electrician’s full written report as soon as I receive it.

4. Incorrect Placement of Equipment

I specifically instructed your team to install the unit behind my TV cabinet. They ignored this and placed it in a different location without my approval. They rushed the signing process, and I unfortunately did not inspect it immediately, trusting that they had followed instructions. That trust was clearly misplaced.

5. Declining Service Quality

I contacted 123Net on 22 October 2025 to begin arrangements for this installation in our new home well in advance. The process was slow, disorganised, and marked by poor communication throughout.

Additionally, residents within the complex have given similar feedback about your declining service quality, which further concerns me.

6. Loss of Confidence and Future Business

We have been loyal customers of 123Net for approximately three years, plus. Historically, we have been very satisfied with your service, which makes this experience even more disappointing.

Based on what has occurred: • We will not be renewing our contract after the current term ends. • We will be seeking another service provider going forward. • I will openly share my experience with family, friends, and colleagues, not as a threat, but as a responsibility to prevent others from experiencing the same treatment and potential extra costs because you employ dishonest employees.

7. Request for Immediate Escalation

I require this matter to be escalated to senior management. I also require: • A manager to contact me directly. • Written acknowledgment of the incident and the damage caused. • Confirmation that this complaint is being handled at the highest level internally.

Whether or not compensation is provided, I expect accountability and transparency.

What happened yesterday was unprofessional, dishonest, and dangerous. It has caused electrical damage, significant inconvenience, and a breakdown of trust in your company.