FREDD / TT Connect incompetence

My line dropped at 11:00 on Saturday 21/03. I reported it at 12h05. Nkululeko, from Afrihost walked me through the process of reconfiguring my router, but it turned out, the issue sits with the line. I was advised TT Connect only work Monday to Friday. On Monday, at 11hoo, I spoke with Ntombi, who then had to transfer me to Nkilileko as he was already fami**** with my query. It took till 13:00 to finally get hold of him, and I was given a ticket number (3655). Denzite, (Name not legible) from TT Connect/ FREDD arrived at 16:00 on Tuesday and confirmed that there was indeed, a break in the line, and that they would need to relay the cable. He told me the technician would be back the following day (Wednesday) but latest Thursday.

I contacted Nhlanhla, from Afrihost on Tuesday night to explain what was happening, and the importance of getting back online. He escalated my fault with ticket id 3758.

On Wednesday I called TT Connect at 13:00 (as they still had not arrived or contacted me) and was told that there where a few people in the area who’s lines were down. He explained they were working on it & he would relay the wire, Thursday morning. I emphasized again the urgency of getting online as I am working from home. My wife owns an art studio & with the pandemic has been trying to take her classes online, to try bring in some money during these uncertain times.

I called TT Connect / FREDD again on Thursday at 12:00. I spoke with Precious. She said there was no record of my earlier query, and despite giving her my job card number, nothing was registered on her system, and she would need to log a new fault. She said she would speak to the technician who’d seen us, and confirm that there is really a line fault and then, she’d call me back. After two hours, she hadn’t got back to me, I called back repeatedly. I was collectively placed on hold for 98 minutes, repeatedly having the line cut disconnected. After using up all my airtime, I finally gave up at 16:57.

While on hold, using my wife’s phone, I requested a call back from Afrihost. The SMS I received said I would be contacted between 14h21 - 14h51, which didn’t happen! I received a WhatsApp response at 16:41, and spoke with Bonolo. She confirmed that my ticket (3758) was still open, and she has sent a follow up. I could expect a response in the following 24 to 48 hours. I received a call at 08:01 this morning (Friday) and I was disconnected, yet again, while on hold.

I have unsuccessfully tried to reach you on WhatsApp this morning. The automatic message I receive sends me to the website, as its offline. I have requested another call back.

I am feeling frustrated & disappointed in this service. I have spent over 200 minutes of my call time (most resulting in being disconnected) and already used 33 gigs of mobile data.

As a customer service company this is pathetic. I understand the fault lies with FREDD and TT Connect but, as they are your service provider, I want to bring to your attention their hideous incompetence.

I have sent the above on mail to all parties this morning but have had no response.