GN
Gugu N
1 reviews | Active since Jul 2011
09 Mar 2023, 11:19
Company Run Worse Than A ****a Shop
I ordered Open Serve fibre from the on the 7th of February. They came to install on the 11th and said the LAN port was faulty hence the WiFi would not work. The technicians said they'd log a call with Open Serve.
After days of waiting without anyone contacting me, I contacted C-Way Computers and asked for a reference number for the call that the technicians said they'd log with Open Serve. I was told that there is no reference number but that the call was logged. I kept following up because I know for a fact that Open Serve has a ticketing system and a reference number is given when one logs a call.
Eventually they gave me a reference number after 6 days. All this time I had to but R70 of data a day just to work as I did not have WiFi.
I started contacting Open Serve as I saw that I was getting nowhere with C-Way Computers. I then found out that those reference numbers that were given to me by C-Way Computers were closed and listed as resolved.
I logged my own call with Open Serve and the Open Serve technician came on the 21st of February. He stated that Open Serve was not aware of my issue and that the technicians from C-Way Computers had put the cable in the wrong LAN port. Had they put the cable in the right port, I would not have had any issues.
I now had connectivity from the 21st of February. I have requested a refund from C-Way Computers because of their appalling service and also cancelled the contract. They said I could only cancel the contract on the 31st of March. Meaning I should have connectivity until the 31st of March. They also said that they would give a credit for the days that I didn't have connectivity.
Yesterday I got the below email stating that would switch off the connectivity because I had not paid for March. They have now switched off the connectivity. There has been no refund for February as I was only online for 7 days. They expect full payment for March before they reconnect.
Helpful (0)
Replies (3)0
Replies (3)
C-way Computers's replyOfficial
09 Mar 2023, 11:56Dear Customer, your line was faulty and Openserve fixed this on 21 February. No fault on C-Way side. It is on Openserve tickets system that the fault was on the fibre Openserve supp**** fibre. As you know the ISP have no control over this. Openserve confirmed this with us, and our Tech did not plug in to the wrong port like you suggested. This is not possible and the ONT showed, fibre fault. It is not on the router side where the problem is but before the Router on the fibre side. After the repair by Openserve from 21st of February you used 77Gb of data. Now, the promotional fee of R244 is outstanding for March which is unpaid. This is due and the system will auto block the account if the payment is not made. The account was not prorated for payment as it is a promotional item. Kindly note that we did inform you that the router should be returned to us after cancellation as this is a free to use router as long as you are with us. To auto activate the account again please make the payment for March 2023. There was no error on our system, and we encourage you to use the correct forum to address any issues of concerns you have regarding your account. We will gladly post all conversations we had with you here should you wish. Kind Regards C-Way
C-way Computers's reply09 Mar 2023, 11:56
Official
Dear Customer, your line was faulty and Openserve fixed this on 21 February. No fault on C-Way side. It is on Openserve tickets system that the fault was on the fibre Openserve supp**** fibre. As you know the ISP have no control over this. Openserve confirmed this with us, and our Tech did not plug in to the wrong port like you suggested. This is not possible and the ONT showed, fibre fault. It is not on the router side where the problem is but before the Router on the fibre side. After the repair by Openserve from 21st of February you used 77Gb of data. Now, the promotional fee of R244 is outstanding for March which is unpaid. This is due and the system will auto block the account if the payment is not made. The account was not prorated for payment as it is a promotional item. Kindly note that we did inform you that the router should be returned to us after cancellation as this is a free to use router as long as you are with us. To auto activate the account again please make the payment for March 2023. There was no error on our system, and we encourage you to use the correct forum to address any issues of concerns you have regarding your account. We will gladly post all conversations we had with you here should you wish. Kind Regards C-Way
GN
Gugu N's updateReviewer Update
09 Mar 2023, 12:43The line was not faulty. Your technicians are not adequately trained. A simple thing like putting the cable in the right port??? This is not a suggestion, the Open Serve technician confirmed this and I watched him move the cable from one port to another and I then had connectivity.
Also, there was nothing wrong with the connectivity in my area as you claimed. The same day you told me that, i asked 2 of my neighbours who are also with Open Serve. They had full, undisturbed connectivity.
Now you say that the account was not pro-rated as it's on promotion yet I have an email from you stating that you would credit for the days I did not have connectivity. Also, why cut off service before the payment due date? Or is this the system's fault? As if the system is not programmed by humans
Your lies are so bad. It's really beyond words.
I have informed you via email when you refused for me to cancel the contract that you can gladly collect your router.
Also, there was nothing wrong with the connectivity in my area as you claimed. The same day you told me that, i asked 2 of my neighbours who are also with Open Serve. They had full, undisturbed connectivity.
Now you say that the account was not pro-rated as it's on promotion yet I have an email from you stating that you would credit for the days I did not have connectivity. Also, why cut off service before the payment due date? Or is this the system's fault? As if the system is not programmed by humans
Your lies are so bad. It's really beyond words.
I have informed you via email when you refused for me to cancel the contract that you can gladly collect your router.
GN
Gugu N's update09 Mar 2023, 12:43
Reviewer Update
The line was not faulty. Your technicians are not adequately trained. A simple thing like putting the cable in the right port??? This is not a suggestion, the Open Serve technician confirmed this and I watched him move the cable from one port to another and I then had connectivity.
Also, there was nothing wrong with the connectivity in my area as you claimed. The same day you told me that, i asked 2 of my neighbours who are also with Open Serve. They had full, undisturbed connectivity.
Now you say that the account was not pro-rated as it's on promotion yet I have an email from you stating that you would credit for the days I did not have connectivity. Also, why cut off service before the payment due date? Or is this the system's fault? As if the system is not programmed by humans
Your lies are so bad. It's really beyond words.
I have informed you via email when you refused for me to cancel the contract that you can gladly collect your router.
Also, there was nothing wrong with the connectivity in my area as you claimed. The same day you told me that, i asked 2 of my neighbours who are also with Open Serve. They had full, undisturbed connectivity.
Now you say that the account was not pro-rated as it's on promotion yet I have an email from you stating that you would credit for the days I did not have connectivity. Also, why cut off service before the payment due date? Or is this the system's fault? As if the system is not programmed by humans
Your lies are so bad. It's really beyond words.
I have informed you via email when you refused for me to cancel the contract that you can gladly collect your router.
C-way Computers's replyOfficial
27 Mar 2023, 20:04Dear Gugu.
We have all the Openserve tickets of the outage and of your fibre fault. We find no reason to not give you the correct facts. When the fibre was initially activated, your fibre ONT had a problem, and we were informed by Openserve of the outage. Where and how the problem relates to you neighbours or other Openserve customer, we cannot comment on. This belongs to Openserve and has to be resolved by them. However, like we said, we have the FNO to ISP tickets that confirm this outage on both the network and on your individual line.
The possible reason the port was incorrect was simply because our technicians tested all the ports to make sure the Openserve ONT ports were all faulty. At this stage the fibre was still off and therefore no service was possible even after all ports were tested. It is very possible that after Openserve resolved the issue on you Fibre the cable had to be moved to the correct port on the ONT. This we would have gladly assisted you with after Openserve fixed the problem and are thankful that they moved this. However, to just assume that the ports was from the beginning incorrectly plugged will be wrong. This is easy correctible once the fibre fault was fixed. We will gladly supply you all the ticket number from Openserve but will not post it here for security reasons. It will be incorrect to assume because of this that our Tech was at fault. Kindly understand that our Tech is doing this hundreds of times a month. Our Technical engineers are very qualified to do this basic configuration. In this specific case it was a fibre fault outside of our control. Our Tech also know immediately when it is a Fibre, router or ONT fault. The ISPs depends very much on the Fibre Network Operators like Openserve, Vumatel etc. to fix their faults as quick as possible. The ISP cannot render any service to you our valued customer, without all fibre faults being repaired by the FNO. There is no point for us to leave any customer without service deliberately and we will gain nothing from doing that.
Also kindly look on your invoice you received. Your due date of payment is: 05/03/2023 in the top right-hand corner. If you look carefully, you will see the other date was the date the Invoice was generated 13/02/2023 for March 2023. Our system does not make those mistakes. We do therefor not know what you are referring to when you say the cut-off date and the payment date. We only have a Due date and that was 05/03/2023. If payment does not happen by then the account will be suspended. We have too a many customers that receive this same invoice like you do. You should therefor understand that we appreciate you mention to us that you thought there was a mistake, but it would then have affecting thousands of customers the same. There was no error on the invoice, and we do think that you somehow mistakenly saw the Invoice date and the due date. The two dates or not in the same month as shows above.
Further to the promotion and credit. There is no credit on promotional items and the T&C of the promotion is clearly stated at time of purchase. 50% discount for two months. These items are not prorated and there is no prorated amount to it regardless of which time of the month you subscribe. All non-promotional item on the other hand is a pro-rata amount. The email you are referring to also mentioned that under normal circumstances we do not bill you for the days you were off. However, the product is on promotion and therefor is not covered by credit of the days you are off due to any other fault.
Any further question or if you require any details of this conversation in terms of ticket numbers, invoice details etc. please contact us via email, and we will gladly explain further. Public forums are unfortunately not the correct place to share your private information and we very much respect your privacy.
We have all the Openserve tickets of the outage and of your fibre fault. We find no reason to not give you the correct facts. When the fibre was initially activated, your fibre ONT had a problem, and we were informed by Openserve of the outage. Where and how the problem relates to you neighbours or other Openserve customer, we cannot comment on. This belongs to Openserve and has to be resolved by them. However, like we said, we have the FNO to ISP tickets that confirm this outage on both the network and on your individual line.
The possible reason the port was incorrect was simply because our technicians tested all the ports to make sure the Openserve ONT ports were all faulty. At this stage the fibre was still off and therefore no service was possible even after all ports were tested. It is very possible that after Openserve resolved the issue on you Fibre the cable had to be moved to the correct port on the ONT. This we would have gladly assisted you with after Openserve fixed the problem and are thankful that they moved this. However, to just assume that the ports was from the beginning incorrectly plugged will be wrong. This is easy correctible once the fibre fault was fixed. We will gladly supply you all the ticket number from Openserve but will not post it here for security reasons. It will be incorrect to assume because of this that our Tech was at fault. Kindly understand that our Tech is doing this hundreds of times a month. Our Technical engineers are very qualified to do this basic configuration. In this specific case it was a fibre fault outside of our control. Our Tech also know immediately when it is a Fibre, router or ONT fault. The ISPs depends very much on the Fibre Network Operators like Openserve, Vumatel etc. to fix their faults as quick as possible. The ISP cannot render any service to you our valued customer, without all fibre faults being repaired by the FNO. There is no point for us to leave any customer without service deliberately and we will gain nothing from doing that.
Also kindly look on your invoice you received. Your due date of payment is: 05/03/2023 in the top right-hand corner. If you look carefully, you will see the other date was the date the Invoice was generated 13/02/2023 for March 2023. Our system does not make those mistakes. We do therefor not know what you are referring to when you say the cut-off date and the payment date. We only have a Due date and that was 05/03/2023. If payment does not happen by then the account will be suspended. We have too a many customers that receive this same invoice like you do. You should therefor understand that we appreciate you mention to us that you thought there was a mistake, but it would then have affecting thousands of customers the same. There was no error on the invoice, and we do think that you somehow mistakenly saw the Invoice date and the due date. The two dates or not in the same month as shows above.
Further to the promotion and credit. There is no credit on promotional items and the T&C of the promotion is clearly stated at time of purchase. 50% discount for two months. These items are not prorated and there is no prorated amount to it regardless of which time of the month you subscribe. All non-promotional item on the other hand is a pro-rata amount. The email you are referring to also mentioned that under normal circumstances we do not bill you for the days you were off. However, the product is on promotion and therefor is not covered by credit of the days you are off due to any other fault.
Any further question or if you require any details of this conversation in terms of ticket numbers, invoice details etc. please contact us via email, and we will gladly explain further. Public forums are unfortunately not the correct place to share your private information and we very much respect your privacy.
C-way Computers's reply27 Mar 2023, 20:04
Official
Dear Gugu.
We have all the Openserve tickets of the outage and of your fibre fault. We find no reason to not give you the correct facts. When the fibre was initially activated, your fibre ONT had a problem, and we were informed by Openserve of the outage. Where and how the problem relates to you neighbours or other Openserve customer, we cannot comment on. This belongs to Openserve and has to be resolved by them. However, like we said, we have the FNO to ISP tickets that confirm this outage on both the network and on your individual line.
The possible reason the port was incorrect was simply because our technicians tested all the ports to make sure the Openserve ONT ports were all faulty. At this stage the fibre was still off and therefore no service was possible even after all ports were tested. It is very possible that after Openserve resolved the issue on you Fibre the cable had to be moved to the correct port on the ONT. This we would have gladly assisted you with after Openserve fixed the problem and are thankful that they moved this. However, to just assume that the ports was from the beginning incorrectly plugged will be wrong. This is easy correctible once the fibre fault was fixed. We will gladly supply you all the ticket number from Openserve but will not post it here for security reasons. It will be incorrect to assume because of this that our Tech was at fault. Kindly understand that our Tech is doing this hundreds of times a month. Our Technical engineers are very qualified to do this basic configuration. In this specific case it was a fibre fault outside of our control. Our Tech also know immediately when it is a Fibre, router or ONT fault. The ISPs depends very much on the Fibre Network Operators like Openserve, Vumatel etc. to fix their faults as quick as possible. The ISP cannot render any service to you our valued customer, without all fibre faults being repaired by the FNO. There is no point for us to leave any customer without service deliberately and we will gain nothing from doing that.
Also kindly look on your invoice you received. Your due date of payment is: 05/03/2023 in the top right-hand corner. If you look carefully, you will see the other date was the date the Invoice was generated 13/02/2023 for March 2023. Our system does not make those mistakes. We do therefor not know what you are referring to when you say the cut-off date and the payment date. We only have a Due date and that was 05/03/2023. If payment does not happen by then the account will be suspended. We have too a many customers that receive this same invoice like you do. You should therefor understand that we appreciate you mention to us that you thought there was a mistake, but it would then have affecting thousands of customers the same. There was no error on the invoice, and we do think that you somehow mistakenly saw the Invoice date and the due date. The two dates or not in the same month as shows above.
Further to the promotion and credit. There is no credit on promotional items and the T&C of the promotion is clearly stated at time of purchase. 50% discount for two months. These items are not prorated and there is no prorated amount to it regardless of which time of the month you subscribe. All non-promotional item on the other hand is a pro-rata amount. The email you are referring to also mentioned that under normal circumstances we do not bill you for the days you were off. However, the product is on promotion and therefor is not covered by credit of the days you are off due to any other fault.
Any further question or if you require any details of this conversation in terms of ticket numbers, invoice details etc. please contact us via email, and we will gladly explain further. Public forums are unfortunately not the correct place to share your private information and we very much respect your privacy.
We have all the Openserve tickets of the outage and of your fibre fault. We find no reason to not give you the correct facts. When the fibre was initially activated, your fibre ONT had a problem, and we were informed by Openserve of the outage. Where and how the problem relates to you neighbours or other Openserve customer, we cannot comment on. This belongs to Openserve and has to be resolved by them. However, like we said, we have the FNO to ISP tickets that confirm this outage on both the network and on your individual line.
The possible reason the port was incorrect was simply because our technicians tested all the ports to make sure the Openserve ONT ports were all faulty. At this stage the fibre was still off and therefore no service was possible even after all ports were tested. It is very possible that after Openserve resolved the issue on you Fibre the cable had to be moved to the correct port on the ONT. This we would have gladly assisted you with after Openserve fixed the problem and are thankful that they moved this. However, to just assume that the ports was from the beginning incorrectly plugged will be wrong. This is easy correctible once the fibre fault was fixed. We will gladly supply you all the ticket number from Openserve but will not post it here for security reasons. It will be incorrect to assume because of this that our Tech was at fault. Kindly understand that our Tech is doing this hundreds of times a month. Our Technical engineers are very qualified to do this basic configuration. In this specific case it was a fibre fault outside of our control. Our Tech also know immediately when it is a Fibre, router or ONT fault. The ISPs depends very much on the Fibre Network Operators like Openserve, Vumatel etc. to fix their faults as quick as possible. The ISP cannot render any service to you our valued customer, without all fibre faults being repaired by the FNO. There is no point for us to leave any customer without service deliberately and we will gain nothing from doing that.
Also kindly look on your invoice you received. Your due date of payment is: 05/03/2023 in the top right-hand corner. If you look carefully, you will see the other date was the date the Invoice was generated 13/02/2023 for March 2023. Our system does not make those mistakes. We do therefor not know what you are referring to when you say the cut-off date and the payment date. We only have a Due date and that was 05/03/2023. If payment does not happen by then the account will be suspended. We have too a many customers that receive this same invoice like you do. You should therefor understand that we appreciate you mention to us that you thought there was a mistake, but it would then have affecting thousands of customers the same. There was no error on the invoice, and we do think that you somehow mistakenly saw the Invoice date and the due date. The two dates or not in the same month as shows above.
Further to the promotion and credit. There is no credit on promotional items and the T&C of the promotion is clearly stated at time of purchase. 50% discount for two months. These items are not prorated and there is no prorated amount to it regardless of which time of the month you subscribe. All non-promotional item on the other hand is a pro-rata amount. The email you are referring to also mentioned that under normal circumstances we do not bill you for the days you were off. However, the product is on promotion and therefor is not covered by credit of the days you are off due to any other fault.
Any further question or if you require any details of this conversation in terms of ticket numbers, invoice details etc. please contact us via email, and we will gladly explain further. Public forums are unfortunately not the correct place to share your private information and we very much respect your privacy.