Service Quality & Support Experience – A Masterclass in Frustration

I must say, your fibre service has truly redefined the concept of “premium”—not in performance, of course, but in the sheer consistency of its weekly collapses. It’s almost admirable how, despite being on a 70/70 Mbps package, I’m regularly treated to download speeds that barely sc**** past 0.8 Mbps. Upload speeds hover around 7 Mbps, which is charmingly ironic given that we’re paying for symmetrical bandwidth.

These delightful speed drops make even basic tasks—like watching TV or working remotely—feel like luxury experiences we clearly don’t deserve. And when the speeds aren’t plummeting, the fibre itself takes a sabbatical for three days or more. Naturally, when we raise concerns and suggest that payment should reflect actual service delivery, we’re met with the ever-generous refund policy: compensation only considered after a 12-day outage. A truly visionary approach to customer care.

Now, let’s talk about the ticketing process. Logging a support ticket with your team is nothing short of a medical procedure. One must be prepared to offer an arm, a leg, and possibly a blood sample. The assumption seems to be that we’re all blissfully unaware of basic troubleshooting steps—despite having already checked the ONT, run speed tests (which, by the way, is how I know the speeds are abysmal), and provided the results. Yet, we’re still asked to submit photos of the ONT and the unit installed by your own technicians. It’s almost as if you don’t trust your own setup.

And then there’s the WhatsApp support channel—a digital black hole where messages go to be forgotten. No responses, no acknowledgments, just silence. Meanwhile, when it comes to invoicing, there’s no such ambiguity. Full payment is expected, regardless of whether the service was functional. The irony is exquisite.

We would appreciate being directed to someone who can actually assist, preferably someone who understands that service fees should correlate with service rendered—and who doesn’t require a full forensic investigation just to acknowledge a fault.