DU
Dominic U
1 reviews | Active since Feb 2016
05 Feb 2020, 10:50
No emergency repair response and terrible customer communication
The Comtel-owned line for our estate has been down for three days and the service provider has so far declined to give an explanation to customers and refuses to provide an estimated time of repair. All queries are answered with "we are liaising with the construction company" and "this is the only information we are able to provide". This is all done via email since customer support does not even answer their phone.
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Replies (4)0
Replies (4)
Comtel Communications's replyOfficial
05 Feb 2020, 12:42Good day Dominic,
We have experienced a number of upstream provider issues over the passed few days. We are exhausting all efforts to find an alternate solution. We sincerely apologies for the inconvenience.
We have experienced a number of upstream provider issues over the passed few days. We are exhausting all efforts to find an alternate solution. We sincerely apologies for the inconvenience.
Comtel Communications's reply05 Feb 2020, 12:42
Official
Good day Dominic,
We have experienced a number of upstream provider issues over the passed few days. We are exhausting all efforts to find an alternate solution. We sincerely apologies for the inconvenience.
We have experienced a number of upstream provider issues over the passed few days. We are exhausting all efforts to find an alternate solution. We sincerely apologies for the inconvenience.
DU
Dominic U's updateReviewer Update
05 Feb 2020, 13:00Good day Comtel,
This type of response is exactly what I am talking about. Turnberry Village in Brackenfell has been without service for three days due to a severed line. After three days of zero service, one would expect a service provider to inform their customer of the reason for the delay, an expected time of repair and\or the corrective actions being taken. Solely replying to queries with the phrase "we are experiencing issues" is not even remotely acceptable after a three day wait. The customer support and communication around this issue is woefully inadequate.
This type of response is exactly what I am talking about. Turnberry Village in Brackenfell has been without service for three days due to a severed line. After three days of zero service, one would expect a service provider to inform their customer of the reason for the delay, an expected time of repair and\or the corrective actions being taken. Solely replying to queries with the phrase "we are experiencing issues" is not even remotely acceptable after a three day wait. The customer support and communication around this issue is woefully inadequate.
DU
Dominic U's update05 Feb 2020, 13:00
Reviewer Update
Good day Comtel,
This type of response is exactly what I am talking about. Turnberry Village in Brackenfell has been without service for three days due to a severed line. After three days of zero service, one would expect a service provider to inform their customer of the reason for the delay, an expected time of repair and\or the corrective actions being taken. Solely replying to queries with the phrase "we are experiencing issues" is not even remotely acceptable after a three day wait. The customer support and communication around this issue is woefully inadequate.
This type of response is exactly what I am talking about. Turnberry Village in Brackenfell has been without service for three days due to a severed line. After three days of zero service, one would expect a service provider to inform their customer of the reason for the delay, an expected time of repair and\or the corrective actions being taken. Solely replying to queries with the phrase "we are experiencing issues" is not even remotely acceptable after a three day wait. The customer support and communication around this issue is woefully inadequate.
Comtel Communications's replyOfficial
05 Feb 2020, 14:01Hi Dominic,
Email and SMS notifications went out to all clients,. informing them of a fibre break on site. A digger load dug up the backbone fibre cables.
Email and SMS notifications went out to all clients,. informing them of a fibre break on site. A digger load dug up the backbone fibre cables.
Comtel Communications's reply05 Feb 2020, 14:01
Official
Hi Dominic,
Email and SMS notifications went out to all clients,. informing them of a fibre break on site. A digger load dug up the backbone fibre cables.
Email and SMS notifications went out to all clients,. informing them of a fibre break on site. A digger load dug up the backbone fibre cables.
DU
Dominic U's updateReviewer Update
05 Feb 2020, 15:44Thank you, I received a call this afternoon explaining the situation as well as information on the kind of time frame that we can expect in terms of repairs. This was helpful since I can now plan accordingly.
DU
Dominic U's update05 Feb 2020, 15:44
Reviewer Update
Thank you, I received a call this afternoon explaining the situation as well as information on the kind of time frame that we can expect in terms of repairs. This was helpful since I can now plan accordingly.