Hellopeter
Share Your Experience
MK
Michael K

1 reviews | Active since Sept 2018

06 Sept 2018, 14:15

Accelerit is full of ****

I've been getting the worst service imaginable. I'm a solutions architect for dimension data and work from home. I've complained several times about there line speed always fluctuating. I have a 100M line of which i get possibly a tenth. I phoned exasperated about not being able to connect to my london server via vpn, having tested that the vpn itself wasn't problematic with my tech's I contacted Accelerit. I created a ticket: #567273 - Complaint I would like to launch a complaint against accelirit IT.

Firstly I contacted your help center about 30 min ago, I spoke to a young tech, he then told me his pc was shutting down and that he couldn't help me.

Then another older tech took the call, I explained I'm a Software programmer, and I understand the tech jargon, but I needed help as I'm not a Administrator and i needed to connect to my VPN in london.

I started talking to the gent, and he could hear my frustration which he aggravated by being extremely rude on the phone with me.

I tried calling back noticing that my tel no was blocked to your network as informed by my service provider.

I would like to log a first level complaint against the lead tech on duty, and expect to hear back from you regarding a ********** service i've received from this technology group.

I'm also logging a complaint on hello peter against this company. How dare you block my number.

The ticket was logged lets see where this goes, I'm seriously disappointed with the service i've received.

0
Replies (4)
MK
Michael K's update07 Sept 2018, 07:35
Reviewer Update
There reply Good day Sir We do apologize for the experience you received. We are currently investigating what unfolded. We would never hang up on any customer and our agents have no means of blocking any number. We have tried to call you back on the number ********** 731, to fully understand your query, but have been unsuccessful. Just to confirm, are you currently using an Accelerit router or your own router as you mentioned that you are not an Administrator. Could you kindly elaborate on the issue you are currently experiencing as we would like to assist you ASAP.
MK
Michael K's update07 Sept 2018, 07:36
Reviewer Update
My reply It is 7am in the morning Your network is not even giving me half of what i'm paying for. I demand an explanation I've made sure that my network is indeed running in AC mode to ensure that the network itself isn't causing performance issues I have only one device on the network I have full signal My device is kept clean of any virus or external services that could be bleeding my performance The only conclusion is, your service to me is not in the agreement of my requirement of 100m. You have broken the agreement to me I have tried to communicate with you and a simple apology is not acceptable, I have made my voice heard on hello peter I will continue to make it heard in my neighborhood and in IT meetings at dimension data and where I go I will even record a session on youtube and broadcast my findings about your poor performance I will not stop because you have not respected my paid cash for your service. I have lost trust in you
Accelerit
Accelerit's reply07 Sept 2018, 12:38
Official

Good morning Michael,

To test the true line performance, you can plug directly to the CPE device and dial pppoe from your laptop. This will give us a view if there is an issue with the line itself or if there are any settings on the router that could be affecting your performance. Wireless interference normally affects performance when connected wirelessly. A dual band router normally performs better on wireless as there is less interference on the 5GHz AC spectrum.

The following link will guide you through how to dial pppoe from your laptop connected directly to the CPE device.
https://clients.accelerit.co.za/portal/admin/supportkb.php?action=edit&id=6

Kindly revert ASAP so we can get this sorted this morning for you.

MK
Michael K's update08 Sept 2018, 03:22
Reviewer Update
As from 5pm my fiber line was cut off. Call that professional or do you call that spiteful. These clowns not only do they not know what they are doing, but act hostile towards u when u complain. I have not recieved what I paid for. I have a right to complain. But to disconnect me, a paying subscriber that's a first. This organisation has a emotional maturity of a child, and acts spiteful when you lash out. This is the second time they did. The first time my phone got blocked, from contacting the support center and now they cut my line. Very professional and very mature