Appalling service from Accelerit

Unfortunately, since approximately 9am, I have been contacting Accelerit in an attempt to gain Internet access.

At approximately 21.00 on 22/08/2021, our Internet connection was lost. At approximately 9am 23/08/2021, I contacted Accelerit. Initially, I was advised that the issue was related to Zoom Fibre. I immediately contacted Zoom fibre who stated that my installation was pending - which did not make sense because we had an Internet connection during the week. I was advised that it is an issue with Accelerit and to contact them.

I made contact with Accelerit who advised me to send an email to log a ticket and the matter would be resolved. 2 hours had passed and my ticket was not attended to. At this point, approximately 12pm, we contacted Accelerit, who stated that payment was not made on the account which resulted in suspension. Once payment is made, the line should be activated. We immediately made payment and the online portal showed that it was activated. However, we were unable to connect to the Internet.

I contacted Accelerit, yet again, and spoke to Lehle in sales (technical support and account enquiries were conveniently not answering their calls). At approximately 12.50, I was advised that the situation was forwarded to Melody in technical support and I would receive a call within 15 mins.

By 14.15, I had not received any feedback. I called Accelerit again, I was told that Lihle was on lunch, however, the consultant informed me that Melody had been made aware of my issue and would contact me by 14.45.

Indeed, this was an empty promise from Accelerit yet again. I called back at 15.06 and spoke to Lihle. She advised me that she had escalated this matter to her manager and, after holding for approximately 20 mins, she informed me that she would call me back within 10 mins to provide me with an update as I needed this matter resolved by end of business day.

I'm sure you recognise the pattern of Accelerit not calling back. By 16.00, I called Accelerit due to no response and spoke to Modise. After intermittently holding for more than 30 mins on the phone, Modise informed me that the matter was escalated to Zoom Fibre. They were in contact with a person named Chris and that they were trying to resolve the issue. I was assured that I would be contacted by 17.00 with a plan of action and that Zoom Fibre would do an out of hours activation if necessary. When I asked Modise what the issue actually was, he stated that it was a "unique problem" and that they do not know why it happened. I provided 3 contact numbers for Modise to contact me on, he assured me that he set a reminder and that this matter would be resolved today.

Needless to say, I'm writing this review in sheer frustration at the empty promises, amateurish service and lack of professionalism from Accelerit. This is, by far, the worst service I have ever received from an Internet service provider. Should this matter not be resolved by tomorrow morning, I am cancelling our Accelerit subscription. I refuse to deal with an Internet service provider with a complete lack of integrity.