1 reviews | Active since Oct 2026
Cybersmart: Apparently, If You Complain, You Must Be Making It All Up
Well, apparently my complaint was a problem for Cybersmart. After I posted a negative review about my experience with their internet service and customer support, Cybersmart challenged my complaint with HelloPeter because I had not provided sufficient evidence. My complaint was subsequently removed.
So, yes, Cybersmart. I must have imagined it all.
I imagined the poor internet connection. I imagined trying to contact customer service and getting no answer. I imagined the frustration, the repeated problems and the negative experience that led me to complain in the first place. Clearly, none of it happened. If there is no evidence attached to a review, apparently the customer's experience is simply a work of fiction.
But what makes this situation particularly concerning is how Cybersmart chose to respond. Rather than simply addressing my concerns about its service, the company brought a private WhatsApp conversation into its public response on HelloPeter.
Let that sink in: a customer raises concerns about a paid service, and a private conversation becomes part of a public dispute over that customer's credibility.
I found the response dismissive and deeply concerning. Instead of meaningfully addressing my experience, it felt as though the focus shifted to discrediting my complaint and making me look unreasonable for raising it.
A warning to prospective customers: when choosing an internet service provider, you are not just buying connectivity. You are also trusting the company to handle problems professionally, communicate respectfully and take complaints seriously. My experience has left me questioning whether Cybersmart meets those expectations.
Customers should be able to report poor service without feeling that they must prepare a legal case just to have their experience taken seriously. And when a company responds publicly to criticism, I believe it should address the actual service issues rather than turn the customer into the issue.
Cybersmart, perhaps my internet connection was imaginary. Perhaps my unanswered calls were imaginary, too. Perhaps all my complaints simply materialised out of thin air.
Or perhaps a customer had a genuinely bad experience and wanted the company to address it.
Future customers can decide for themselves what this experience says about Cybersmart.
Hi Mathew
Thank you for your feedback.
I would like to clarify that the reason your initial reviews were challenged was not based off no evidence being provided but due to the breaches in community guidelines that Hello Peter upholds and makes available to customers and businesses.
With regards to your service-related complaint, at no point was it implied that either your service performance issue or your experience with our support teams and your attempts to make contact had not occurred. Your complaint regarding not being able to reach our contact center via phone call was acknowledge and it was stated to you that Cybersmart had been unable to trace those specific calls, it was then requested that you please provide additional information so that we could investigate further and identify where our system had failed, Cybersmart is still waiting for that information but has also logged a support ticket with our software provider to investigate on their side to ensure there is not a general issue affecting multiple customers that needs to be corrected.
Your initial support request which was sent through to our customer support desk outside of the standard operating hours, was address by 8:06am the following day at which time an agent notified you that some changes had been remotely completed on your router in an attempt to correct the speed issues you had experienced the evening before, you were also asked to please test and confirm if this had corrected the issue to which Cybersmart has not received a response.
When another agent had offered assistance on your next communication you had stated that you do not want assistance and only wanted to make Cybersmart aware of your dissatisfaction with the customer service you had experienced and that this would be made public.
Our Customer Relations Manager then attempted to engage with you in regard to your complaints that there had been a history of such customer service and performance related incidents, which was unsuccessful.
Customers are welcome to highlight both the good and bad experiences they have had with Cybersmart as is evident by the other reviews available on this platform and Google, we strive to address all complaints received by customers, both publicly and privately. Our intention during communications with you was to identify your pain points with the service and extract additional information from you to help further the investigation and ensure that corrective action was taken, unfortunately this became unsuccessful.
Cybersmart apologises for the performance issue you experienced with your service earlier this week and if our communication with you was misinterpreted in anyway, as our only intention has been to identify and address the issues you had experienced and ensure that you received the service and support you deserve as a paying customer going forward.
Regards,
Cybersmart
Hi Mathew
Thank you for your feedback.
I would like to clarify that the reason your initial reviews were challenged was not based off no evidence being provided but due to the breaches in community guidelines that Hello Peter upholds and makes available to customers and businesses.
With regards to your service-related complaint, at no point was it implied that either your service performance issue or your experience with our support teams and your attempts to make contact had not occurred. Your complaint regarding not being able to reach our contact center via phone call was acknowledge and it was stated to you that Cybersmart had been unable to trace those specific calls, it was then requested that you please provide additional information so that we could investigate further and identify where our system had failed, Cybersmart is still waiting for that information but has also logged a support ticket with our software provider to investigate on their side to ensure there is not a general issue affecting multiple customers that needs to be corrected.
Your initial support request which was sent through to our customer support desk outside of the standard operating hours, was address by 8:06am the following day at which time an agent notified you that some changes had been remotely completed on your router in an attempt to correct the speed issues you had experienced the evening before, you were also asked to please test and confirm if this had corrected the issue to which Cybersmart has not received a response.
When another agent had offered assistance on your next communication you had stated that you do not want assistance and only wanted to make Cybersmart aware of your dissatisfaction with the customer service you had experienced and that this would be made public.
Our Customer Relations Manager then attempted to engage with you in regard to your complaints that there had been a history of such customer service and performance related incidents, which was unsuccessful.
Customers are welcome to highlight both the good and bad experiences they have had with Cybersmart as is evident by the other reviews available on this platform and Google, we strive to address all complaints received by customers, both publicly and privately. Our intention during communications with you was to identify your pain points with the service and extract additional information from you to help further the investigation and ensure that corrective action was taken, unfortunately this became unsuccessful.
Cybersmart apologises for the performance issue you experienced with your service earlier this week and if our communication with you was misinterpreted in anyway, as our only intention has been to identify and address the issues you had experienced and ensure that you received the service and support you deserve as a paying customer going forward.
Regards,
Cybersmart