RK
Rinda K
1 reviews | Active since Jun 2020
01 Jun 2020, 10:52
BitCo Home Fiber - *********** and greedy
BitCo's responding time to problems is very poor, they give you instructions over the phone while they do not know what external devices you have that might be lost when resetting your router, then after multiple requests to send someone out to assist, they send their technicians after hours, who doesn't even have a clue what he is doing, he needed to phone our CCTV technician to help him out multiple times, and then they sent us a bill of R 3,335.00 for something which was initially caused by their negligence, this is the worst experience I've ever had with a Service provider apart from Vodacom. Then the worst part of it all, then they debited that amount from our account without our consent and after being aware that we do not approve. Our account will be cancelled today.
Helpful (0)
Replies (7)0
Replies (7)
BitCo's replyOfficial
01 Jun 2020, 11:16Good day Rinda
Thank you for bringing this to our attention.
I do apologise for the experience you have had. Please allow me to investigate and follow up with all parties involved and we will get feedback to you as soon as possible.
Kind regards,
Morne Minnaar
Customer Service Manager,
Thank you for bringing this to our attention.
I do apologise for the experience you have had. Please allow me to investigate and follow up with all parties involved and we will get feedback to you as soon as possible.
Kind regards,
Morne Minnaar
Customer Service Manager,
BitCo's reply01 Jun 2020, 11:16
Official
Good day Rinda
Thank you for bringing this to our attention.
I do apologise for the experience you have had. Please allow me to investigate and follow up with all parties involved and we will get feedback to you as soon as possible.
Kind regards,
Morne Minnaar
Customer Service Manager,
Thank you for bringing this to our attention.
I do apologise for the experience you have had. Please allow me to investigate and follow up with all parties involved and we will get feedback to you as soon as possible.
Kind regards,
Morne Minnaar
Customer Service Manager,
BitCo's replyOfficial
01 Jun 2020, 15:40Good day Rinda
Thank you for taking my call earlier today and providing me with some insight.
We are busy with gathering all the information regarding the situation and will provide feedback as soon as we have everything.
Kind regards,
Morne Minnaar
Customer Service Manager
Thank you for taking my call earlier today and providing me with some insight.
We are busy with gathering all the information regarding the situation and will provide feedback as soon as we have everything.
Kind regards,
Morne Minnaar
Customer Service Manager
BitCo's reply01 Jun 2020, 15:40
Official
Good day Rinda
Thank you for taking my call earlier today and providing me with some insight.
We are busy with gathering all the information regarding the situation and will provide feedback as soon as we have everything.
Kind regards,
Morne Minnaar
Customer Service Manager
Thank you for taking my call earlier today and providing me with some insight.
We are busy with gathering all the information regarding the situation and will provide feedback as soon as we have everything.
Kind regards,
Morne Minnaar
Customer Service Manager
RK
Rinda K's updateReviewer Update
01 Jun 2020, 15:56Thank you Morne, appreciate your professional approach and speedy assistance in this regard.
RK
Rinda K's update01 Jun 2020, 15:56
Reviewer Update
Thank you Morne, appreciate your professional approach and speedy assistance in this regard.
BitCo's replyOfficial
02 Jun 2020, 15:37Hi Rinda
Thank you again for taking my call.
As discussed I have spoken with John and he mentioned that you will be sending me additional information. I have sent you an email with my details and as soon as i receive the information from you i will the compare it to my findings and provide you with feedback from there.
Kind regards,
Morne Minnaar
Customer Service Manager
Thank you again for taking my call.
As discussed I have spoken with John and he mentioned that you will be sending me additional information. I have sent you an email with my details and as soon as i receive the information from you i will the compare it to my findings and provide you with feedback from there.
Kind regards,
Morne Minnaar
Customer Service Manager
BitCo's reply02 Jun 2020, 15:37
Official
Hi Rinda
Thank you again for taking my call.
As discussed I have spoken with John and he mentioned that you will be sending me additional information. I have sent you an email with my details and as soon as i receive the information from you i will the compare it to my findings and provide you with feedback from there.
Kind regards,
Morne Minnaar
Customer Service Manager
Thank you again for taking my call.
As discussed I have spoken with John and he mentioned that you will be sending me additional information. I have sent you an email with my details and as soon as i receive the information from you i will the compare it to my findings and provide you with feedback from there.
Kind regards,
Morne Minnaar
Customer Service Manager
BitCo's replyOfficial
03 Jun 2020, 13:27Hi Rinda
Thank you again for bringing this query to our attention.
After some investigation of the query I found the below.
Our engineer attended site and found that there is Wi-Fi extenders at the premises which provides connectivity to certain devices including the television. These extenders connect to the BitCo router to provide signal to the rest of the premises.
The technician disconnected the Wi-Fi extender to test and the television was still connected to the internet as it was connecting to the BitCo router which is quite a distance away.
Testing was done on the BitCo Wi-Fi router at close proximity and the testing was successful with required speeds and picture. The Wi-Fi extenders was then rebooted and picture and speeds were back to normal.
From the onsite tests we understand that the Wi-Fi extenders didn’t extend the signal from the BitCo router which in turn made the television connect to the BitCo router directly which could not provide the desired signal due to the distance between the devices.
Please understand that the Wi-Fi extenders are not BitCo devices and we can’t take responsibility for the devices should they cause any sort of problem to the connection and possibly degrade the service. As per our T&C’s clause 1.5, if the fault lies with the equipment not supp**** by BitCo the call out fee may be levied.
I have however requested that we reduce the billing for the call out and labour and the invoice will be credited with R 1300.00.
I trust the above explains the situation and the reason for the billing.
Please let me know should there be anything else we can assist with.
Kind regards,
Morne Minnaar
Customer Service Manager
Thank you again for bringing this query to our attention.
After some investigation of the query I found the below.
Our engineer attended site and found that there is Wi-Fi extenders at the premises which provides connectivity to certain devices including the television. These extenders connect to the BitCo router to provide signal to the rest of the premises.
The technician disconnected the Wi-Fi extender to test and the television was still connected to the internet as it was connecting to the BitCo router which is quite a distance away.
Testing was done on the BitCo Wi-Fi router at close proximity and the testing was successful with required speeds and picture. The Wi-Fi extenders was then rebooted and picture and speeds were back to normal.
From the onsite tests we understand that the Wi-Fi extenders didn’t extend the signal from the BitCo router which in turn made the television connect to the BitCo router directly which could not provide the desired signal due to the distance between the devices.
Please understand that the Wi-Fi extenders are not BitCo devices and we can’t take responsibility for the devices should they cause any sort of problem to the connection and possibly degrade the service. As per our T&C’s clause 1.5, if the fault lies with the equipment not supp**** by BitCo the call out fee may be levied.
I have however requested that we reduce the billing for the call out and labour and the invoice will be credited with R 1300.00.
I trust the above explains the situation and the reason for the billing.
Please let me know should there be anything else we can assist with.
Kind regards,
Morne Minnaar
Customer Service Manager
BitCo's reply03 Jun 2020, 13:27
Official
Hi Rinda
Thank you again for bringing this query to our attention.
After some investigation of the query I found the below.
Our engineer attended site and found that there is Wi-Fi extenders at the premises which provides connectivity to certain devices including the television. These extenders connect to the BitCo router to provide signal to the rest of the premises.
The technician disconnected the Wi-Fi extender to test and the television was still connected to the internet as it was connecting to the BitCo router which is quite a distance away.
Testing was done on the BitCo Wi-Fi router at close proximity and the testing was successful with required speeds and picture. The Wi-Fi extenders was then rebooted and picture and speeds were back to normal.
From the onsite tests we understand that the Wi-Fi extenders didn’t extend the signal from the BitCo router which in turn made the television connect to the BitCo router directly which could not provide the desired signal due to the distance between the devices.
Please understand that the Wi-Fi extenders are not BitCo devices and we can’t take responsibility for the devices should they cause any sort of problem to the connection and possibly degrade the service. As per our T&C’s clause 1.5, if the fault lies with the equipment not supp**** by BitCo the call out fee may be levied.
I have however requested that we reduce the billing for the call out and labour and the invoice will be credited with R 1300.00.
I trust the above explains the situation and the reason for the billing.
Please let me know should there be anything else we can assist with.
Kind regards,
Morne Minnaar
Customer Service Manager
Thank you again for bringing this query to our attention.
After some investigation of the query I found the below.
Our engineer attended site and found that there is Wi-Fi extenders at the premises which provides connectivity to certain devices including the television. These extenders connect to the BitCo router to provide signal to the rest of the premises.
The technician disconnected the Wi-Fi extender to test and the television was still connected to the internet as it was connecting to the BitCo router which is quite a distance away.
Testing was done on the BitCo Wi-Fi router at close proximity and the testing was successful with required speeds and picture. The Wi-Fi extenders was then rebooted and picture and speeds were back to normal.
From the onsite tests we understand that the Wi-Fi extenders didn’t extend the signal from the BitCo router which in turn made the television connect to the BitCo router directly which could not provide the desired signal due to the distance between the devices.
Please understand that the Wi-Fi extenders are not BitCo devices and we can’t take responsibility for the devices should they cause any sort of problem to the connection and possibly degrade the service. As per our T&C’s clause 1.5, if the fault lies with the equipment not supp**** by BitCo the call out fee may be levied.
I have however requested that we reduce the billing for the call out and labour and the invoice will be credited with R 1300.00.
I trust the above explains the situation and the reason for the billing.
Please let me know should there be anything else we can assist with.
Kind regards,
Morne Minnaar
Customer Service Manager
RK
Rinda K's updateReviewer Update
04 Jun 2020, 13:34The problem wrt the Wi-Fi extender was only resolved once the problem on the line speed was rectified. We are going in circles here as the problem started after the internet was off for two day for some odd reason from BitCo’ s side and thereafter we experienced the poor line speed. BitCo technician first went to the BitCo Wi-Fi rooter and only after checking and doing what was needed to rectify the line speed did I explain to him the problem in the lounge wrt the Wi-Fi extender indicating red and not green. Once he spoke to Deon from PFC Electronics to reset the Wi-Fi extender and get the device to work since the reset of the BitCo rooter caused the problem on the Wi-Fi extender, was all working and back to normal.
So, with all the above said, the line speed was the problem right from the beginning after BitCo rectified their problem on the Wi-Fi being off. I have send you and showed BitCo’ s technician the line speed tested within my own capacity and it was way below the required speed it should be for the line size we do have, this was the main reason BitCo came out and most definitely not for the Wi-Fi extender as this was in any case rectified by PFC Electronics telephonically with BitCo’ s technician on the line as he was not fami**** with the device or even how it works since PFC Electronics installed the device and got it working before BitCo even came to my house!
I hope this clarifies this matter now and that BitCo will takes responsibility for their problem wrt the line speed and NOT the issue with the Wi-Fi extender. If you do not reimburse us, we will proceed with the cancellation.
So, with all the above said, the line speed was the problem right from the beginning after BitCo rectified their problem on the Wi-Fi being off. I have send you and showed BitCo’ s technician the line speed tested within my own capacity and it was way below the required speed it should be for the line size we do have, this was the main reason BitCo came out and most definitely not for the Wi-Fi extender as this was in any case rectified by PFC Electronics telephonically with BitCo’ s technician on the line as he was not fami**** with the device or even how it works since PFC Electronics installed the device and got it working before BitCo even came to my house!
I hope this clarifies this matter now and that BitCo will takes responsibility for their problem wrt the line speed and NOT the issue with the Wi-Fi extender. If you do not reimburse us, we will proceed with the cancellation.
RK
Rinda K's update04 Jun 2020, 13:34
Reviewer Update
The problem wrt the Wi-Fi extender was only resolved once the problem on the line speed was rectified. We are going in circles here as the problem started after the internet was off for two day for some odd reason from BitCo’ s side and thereafter we experienced the poor line speed. BitCo technician first went to the BitCo Wi-Fi rooter and only after checking and doing what was needed to rectify the line speed did I explain to him the problem in the lounge wrt the Wi-Fi extender indicating red and not green. Once he spoke to Deon from PFC Electronics to reset the Wi-Fi extender and get the device to work since the reset of the BitCo rooter caused the problem on the Wi-Fi extender, was all working and back to normal.
So, with all the above said, the line speed was the problem right from the beginning after BitCo rectified their problem on the Wi-Fi being off. I have send you and showed BitCo’ s technician the line speed tested within my own capacity and it was way below the required speed it should be for the line size we do have, this was the main reason BitCo came out and most definitely not for the Wi-Fi extender as this was in any case rectified by PFC Electronics telephonically with BitCo’ s technician on the line as he was not fami**** with the device or even how it works since PFC Electronics installed the device and got it working before BitCo even came to my house!
I hope this clarifies this matter now and that BitCo will takes responsibility for their problem wrt the line speed and NOT the issue with the Wi-Fi extender. If you do not reimburse us, we will proceed with the cancellation.
So, with all the above said, the line speed was the problem right from the beginning after BitCo rectified their problem on the Wi-Fi being off. I have send you and showed BitCo’ s technician the line speed tested within my own capacity and it was way below the required speed it should be for the line size we do have, this was the main reason BitCo came out and most definitely not for the Wi-Fi extender as this was in any case rectified by PFC Electronics telephonically with BitCo’ s technician on the line as he was not fami**** with the device or even how it works since PFC Electronics installed the device and got it working before BitCo even came to my house!
I hope this clarifies this matter now and that BitCo will takes responsibility for their problem wrt the line speed and NOT the issue with the Wi-Fi extender. If you do not reimburse us, we will proceed with the cancellation.
BitCo's replyOfficial
04 Jun 2020, 17:29Hi Rinda
Our tests performed on site show that the service was running well within acceptable tolerances for this type of link. Our services do not extend beyond our router, the fact that the WiFi extenders started working after the reset is coincidental as WiFi extenders, because of the very nature of how they work, are notoriously temperamental requiring regular restarts themselves. Our responsibility stops at the router which was clearly working correctly.
Kind regards,
Morne Minnaar
Customer Service Manage
Our tests performed on site show that the service was running well within acceptable tolerances for this type of link. Our services do not extend beyond our router, the fact that the WiFi extenders started working after the reset is coincidental as WiFi extenders, because of the very nature of how they work, are notoriously temperamental requiring regular restarts themselves. Our responsibility stops at the router which was clearly working correctly.
Kind regards,
Morne Minnaar
Customer Service Manage
BitCo's reply04 Jun 2020, 17:29
Official
Hi Rinda
Our tests performed on site show that the service was running well within acceptable tolerances for this type of link. Our services do not extend beyond our router, the fact that the WiFi extenders started working after the reset is coincidental as WiFi extenders, because of the very nature of how they work, are notoriously temperamental requiring regular restarts themselves. Our responsibility stops at the router which was clearly working correctly.
Kind regards,
Morne Minnaar
Customer Service Manage
Our tests performed on site show that the service was running well within acceptable tolerances for this type of link. Our services do not extend beyond our router, the fact that the WiFi extenders started working after the reset is coincidental as WiFi extenders, because of the very nature of how they work, are notoriously temperamental requiring regular restarts themselves. Our responsibility stops at the router which was clearly working correctly.
Kind regards,
Morne Minnaar
Customer Service Manage