1 reviews | Active since Oct 2020
Repair Time Needs to be Scheduled Immediately - Not Only The Next Day
This review is about the technical support time delay for Clear Access for repairs. The fibre line was found damaged since yesterday afternoon at about 15:00. Clear Access did come out and locate this problem, but the issue is that they take too long to start the repairs. They knew about the fibre being out within an hour of it's occurance and scheduled that repairs can only be done on the next day. This cannot happen. There are people working online from home and there is nowhere else to go to work. I'm losing yesterday afternoon and today. With the integration of the Internet almost making it impossible to even do a single task at work without it, these kinds of repairs need to take place IMMEDIATELY and they should have worked through the night to do it. The prominence of internet connectivity is now that it has to be functional 24/7/365 nonstop - like water and electricity. We pay enough for that to happen. So we cannot wait this long for repairs and deal with this lagging mentality. The mentality needs to be upped here to increase functionality and support. I am losing income while waiting for Clear Access that I cannot afford to lose and the demands are sky high at work so I cannot afford to be without Internet for very long. We are nearing 24 hours downtime and I'm losing big time. You need to up your game big time here to keep up with the modern demands of the today's world.
When a link goes down, we follow a set troubleshooting process to identify the cause as quickly as possible. After completing the initial checks, our technicians were dispatched to the estate at around 19:20 to investigate further.
By 21:07, the team confirmed that a fibre break had been found.
Unfortunately, due to poor visibility at night and the added safety risks of working late at night next to the road outside of the estate, the repair could not be carried out immediately.
Our technicians returned on-site first thing this morning to begin the necessary repairs.
The estate should come back online shortly.
We fully understand how disruptive and frustrating this is, and we want to assure you that restoring your connection as quickly as possible remains our top priority.
Kind regards,
Clear Access
When a link goes down, we follow a set troubleshooting process to identify the cause as quickly as possible. After completing the initial checks, our technicians were dispatched to the estate at around 19:20 to investigate further.
By 21:07, the team confirmed that a fibre break had been found.
Unfortunately, due to poor visibility at night and the added safety risks of working late at night next to the road outside of the estate, the repair could not be carried out immediately.
Our technicians returned on-site first thing this morning to begin the necessary repairs.
The estate should come back online shortly.
We fully understand how disruptive and frustrating this is, and we want to assure you that restoring your connection as quickly as possible remains our top priority.
Kind regards,
Clear Access