No urgency in helping their clients.

(#COOL-***)

So where to start... When we first placed an order for a new installation and access two years ago everything went fast. They constantly phoned to update us on the application and when octotel would be phoning and doing the install. So we thought because we received such great service we would stay with them.

Now we requested line transfer to our new place on the 01/02/2021. We were on octotel and the new address also had octotel installed. So it should not be so hard, right? We were scheduled to move at the end of February but as life gets we had to move earlier. I emailed them asking if it would be possible to be connected on the 13th or 15th of February 2021 as that is when we would be in the new apartment. No body phoned or emailed saying it would not be possible, they however did reply saying that they put in the request for the migration to take place on the 13th. They also asked for photos of the install which we sent, they then said that they are just waiting for octotel to get back to them with an ID. We left it there because we thought everything was sorted as nobody contacted us and that when we do move in and connect our router that we'll have internet. But that did not happen. On the 13th we sent an email with no response. On the 15th we phoned and they said we should wait 24 to 48 hours then we should be connected as they were still waiting for the ID. On the 17th we phoned again as emailing does not get any response and same thing they are waiting for the ID as the address that we gave is not corresponding with the box installed. Again we should wait 24 hours and they would get back to us which they didn't. We phoned again after the 24 hours and they again said that they were waiting for octotel. On the 19th we phoned again as nothing is happening, they then finally said that they would be phoning us within 24 hours to activate. We are now on the 20th and we phoned again this morning and was told the same thing. Now we were told to wait until Monday and if nothing has happened to phone again. yet we have paid for internet access which we still don't have. This is unacceptable, it seems that there is no urgency in solving the problem.