1 reviews | Active since Apr 2010
Bad service when lodging a complaint
I have lodged several complaint to cape connect to my line speed. After much problems they told me to upgrade to a 2mb line. We have struggled to open facebook pages. Skype is slow. Websites doesn't want to load etc. everytime they send me a graph to show me I have the correct speed. This morning I requested they send somebody out to test it onsite as I am tired of struggling. They responded by telling me they don't need me as a client. They reset my router and told me to find another ISP. I am working on my internet. Where do I get internet over a weekend. Who just cuts a client ISP and not phone them and try to resolve the problem. Pathethic
As you stated in one of your support tickets, you have "complained since the beginning of the service". Each time you sent us a support ticket, it has been logged, checked, your speed confirmed, and the support ticket responded to. Copies of all these are lodged with our governing body ICASA as per legal requirements.
You were advised as to the speed required for what you wanted to do online, and what would or would not work. You were also informed that if you use all your available bandwidth downloading torrents, there would be little to nothing left for other internet use at the same time. You have been sent real-time traffic graphs indicating how your connection was being used, and screenshots of your equipment settings that showed the speed you were paying for was the speed that was being provided to where we break out to the internet, which "proves nothing to me" in your words.
When you posted this review, all our clients in your area had been informed well ahead of time through numerous channels of network maintenance to be performed in that area on the morning in question. You ignored our notifications. Seconds after our equipment was taken offline for upgrade, you sent us a message that our internet was "useless", our service was "pathetic", and that you were going to find another ISP.
If a client is unhappy with our service, we would not want to stand in their way of finding an alternative who better suits their needs.
We refunded your subs for the month and your equipment was reset to factory default for your new ISP to use. This was done in order to facilitate an easy transition to your new ISP.
As you stated in one of your support tickets, you have "complained since the beginning of the service". Each time you sent us a support ticket, it has been logged, checked, your speed confirmed, and the support ticket responded to. Copies of all these are lodged with our governing body ICASA as per legal requirements.
You were advised as to the speed required for what you wanted to do online, and what would or would not work. You were also informed that if you use all your available bandwidth downloading torrents, there would be little to nothing left for other internet use at the same time. You have been sent real-time traffic graphs indicating how your connection was being used, and screenshots of your equipment settings that showed the speed you were paying for was the speed that was being provided to where we break out to the internet, which "proves nothing to me" in your words.
When you posted this review, all our clients in your area had been informed well ahead of time through numerous channels of network maintenance to be performed in that area on the morning in question. You ignored our notifications. Seconds after our equipment was taken offline for upgrade, you sent us a message that our internet was "useless", our service was "pathetic", and that you were going to find another ISP.
If a client is unhappy with our service, we would not want to stand in their way of finding an alternative who better suits their needs.
We refunded your subs for the month and your equipment was reset to factory default for your new ISP to use. This was done in order to facilitate an easy transition to your new ISP.