Non-Existent Customer Support

This review is an attempt to encourage some sort of action from Clear Access.

The complex we recently moved into has fibre installed by Clear Access, but we use Afrihost as our ISP. We have been with Afrihost for about a year and have never had any issues. We simply migrated our account from our old address to the new one through Afrihost, and selected a package from Clear Access.

Unfortunately, it has been a week since moving in and we have had a persistent issue with our connection. Some of the Clear Access technicians happened to be busy in the complex when we first discovered the issue last week Friday, so we asked them to have a look. They were quick to dismiss the issue, claiming that there is nothing wrong with their line, and then they promptly left. The guy seemed quite defensive. We have had multiple conversations and calls with Afrihost, who have not been able to fix the issue. The Afrihost support staff give us a list of things to try in an attempt to diagnose the problem. When nothing works, they log tickets with Clear Access. We have done this 5 times, and still, Clear Access will not acknowledge that there is an issue. They simply refer Afrihost back to us. We logged our own ticket with Clear Access, which was dismissed and we were told to speak to Afrihost. Nobody from Clear Access has attempted to contact us directly to address the issue. It has become extremely frustrating being made to feel like it is our fault that the internet is not working. I don't know whether the fault lies with Afrihost or Clear Access, but the fact of the matter is that Clear Access has not come to the party in terms of offering any assistance.

Overall, it seems like Clear Access holds very little regard for their customers and refuse to accept any responsibility. I had never heard of Clear Access until last month, and I wish it could have stayed that way.