We don't care if your fibre is working

<p>This has been the worst customer service I have ever experienced. </p> <p>I have never had fibre before. All the other packages I looked at bundle line and data. So of course I assumed the same would be true here.<br />Not so. I signed up for a fibre line and ordered a router. Much excitement but then nobody contacted me.</p> <p>One would expect a welcome email to say congrats on your fibre purchase. Did you know you also need data? Perhaps we could offer you a combo package?<br />But no. I had to send an email to ask when I could expect installation. </p> <p>After Openserve were there I had to send another email asking what next. Several queries later the line was activated. But no word on the router.<br />Filling out the contact form on the website doesn't work. Nobody answers. So another email. The response was that I still have to pay for it. That's great but how? You have my credit card details, you've already billed me for the line, who's toes do I need to kiss to get my router? Also, once you've billed me for the line couldn't somebody have said, hey, we noticed you haven't paid for your router? But nobody seems to care about giving the customer an end to end service.</p> <p>I finally phoned accounts where they realised that they could just bill my credit card. Yay. One step closer to fibre.<br />Or that's what I thought. I got the router this morning but still no instruction on how to get going with my fibre line. Another email and this time Luthando informed me that I don't have data and I should enter my ISP details. Surely this would be a great opportunity to cross sell a data package? Or to explain that for some reason, data is not included with the line. Not for Luthando. Whatever.</p> <p>I phoned again to get clarity and was treated like an idiot because I had gone to the wrong place on the website. I should go to "Home uncapped". Not sure how I'm supposed to smell that. I ordered a fibre line. Once it was ordered there was nothing that said I missed a step. No email. No help wizard. Nothing. I am no longer excited or happy about my fibre line.</p> <p>I have now tried again and bought data. Still nothing on what next.<br />WHAT DO I NEED TO DO TO GET CONNECTED?!!!!!! HOW DO I SET UP THE ROUTER? <br />CAN SOMEONE PLEASE EXPLAIN THIS in layman's terms WITHOUT BEING A CONDESCENDING ASSHOLE.</p> <p>It's like they want to bill you for the service but don't want you to use it or care if you're happy with it, </p> <p> </p> <p> </p>