Good fibre and router delivery, BUT not keen to give me my refund, and terrible customer support.

It's sad that I have to give this review due to very poor/non-existent customer support, and the seem to never want to pay my refund. (The fibre connectivity and router delivery were fairly good.)

I asked them to schedule all my payments on a debit order, which they promised they would do. A few days into the month, I didn't have a connection, no debit order had gone off of my account, neither had I received an invoice. So I made an EFT, because it seemed reasonable that I couldn't expect service without paying anything. Turns out their debit order was just running late, as it did go through at a later date.

The second time, I got an sms from them notifying me that my services had been suspended. Once again, the debit order had not gone through, so I made another EFT. They later sent a sms asking me to please ignore the "service termination" sms, and sent an email advising customers to not make EFT payments. (At that point I already had these 2 EFTs that haven't been refunded till today.)

It's been cat and mouse since then. Adrian seems reasonable IF you manage to get him on the phone, and promises to "escalate the issue to accounts department". But you are lucky if you manage to get a hold of anyone. I send emails, a ticket is automatically opened and asks me to send a picture of my router etc., After 24 hours the ticket automatically closes because I have responded. (I don't need to send a picture of my router, I want my refund.)

At one point I was asked by Adrian for a BANK STATEMENT showing the EFT transactions. I asked him why they need a bank statement and not a PROOF OF PAYMENT, after which he just ignored me. I sent an email to their support email, and cc'd Adrian, with POPs attached, no response.

Today I called, got "transferred" to some extension where only an answering machine was on the other side.

Overall, the fibre itself was (mostly) good, including router delivery. However, in my experience, they have terrible/non-existent customer support and evidently seem to not want to process my refunds. I have unfortunately had to leave them for another provider, because the way they are handling these refunds is simply not good enough.