Fibre Down and Poor Support Service

Good day.

My fibre and internet has not been working since 5 October 2018. After numerous phone calls with the Call Centre I was told the issue lies with my Wi-Fi router which I subsequently replaced and spent a lot of money on. In trying to configure the router I kept receiving authentication errors. Since then (12 October 2018) I have received two sets of usernames and passwords which have not worked.

In response, I have been phoning the Support Centre on a daily basis to report the issue and keep getting told that the matter has been escalated and a technician will be in contact with me to arrange a time to come and assist (to note again this has been on-going since 12 October 2018 and I have not received the promised call or assistance). You can imagine the amount of time and airtime I have wasted following up on a daily basis only to receive the same unhelpful feedback. Never mind the fact I have paid for a months fibre service only for it to be down since 4 October.

After another frustrating phone call with the Support Centre yesterday afternoon (again hearing that my matter will be escalated but receive no feedback) I sent through an email wishing to cancel my contract with C-Fibre. I subsequently phoned one of your competitors who said they can connect me onto another fibre line before the weekend (what refreshing and pleasant service). If you are able to resolve my issue I may be convinced not to go through with the cancellation.

I look forward to your response, and hopefully it will be more productive than what I have been receiving over the past 2.5 weeks.