Unhelpful support staff (if you can avoid it stay away from this company)

This is not the first nor the last time I have had issues with this *********** support staff

I phoned in on 27 Feb 2023 at around 9:42 AM.

The person that answered the phone was Masixole. I would like to get the recording of this phone call. If I was not a tech savvy individual this would have been a very poor showing of your support staff, and indeed it still was.

I phoned in since my internet died and as a precaution to make sure i do not waste the time of your support staff I restarted the ONT device to see if there is line issues what the issue might be, the ONT started up and all lights were green and the router's DHCP client could not get an IP as there is still something wrong but this is not on my side so I have done the due diligence on my side so now it is time to phone in and try to report the fault.

I phoned in and reported the problem and told the person I have already restarted the ONT so the issue is not on my side. The very first thing he tells me is that I am not allowed to reset the ONT until I am given permission / told to do so. This immediately infuriated me to no end, and then he continued to tell me this is a load shedding issue and someone else is using that port and that even after loadshedding I am going to have a hard time connecting. I am not being load shed at the moment. I was very adamant that this is not a normal thing and that this does not happen as I am on solar. He then reluctantly said he would check the line, after which he told me that yes there is an Octotell outage in my area. That was all that needed to be done. The snarky comments about me not allowing me to restart the ONT and the useless information about load shedding was not needed and in bad taste.

All he had to do was to log the fault or check on the line, THAT WAS ALL and i would have been happy knowing that my issue has been logged and someone would take a look.