1 reviews | Active since Feb 2023
DO NOT USE THIS ISP.
0/10 service, reliability and overall rating. Do not use this ISP.
I would not recommend this ISP at all. It was a rocky start from day one, with constant internet problems and my connection being down for over a week right after I signed up.
I have now tried to do a change of ownership, as I am moving out but the other tenant is staying. Instead they are forcing me to cancel completely so they can charge a fresh R399 activation fee on the new account. This is a recent internal change they have made, and to me it is ridiculous. A change of ownership should be straightforward.
On top of that, when I tried to sort it out through their WhatsApp support line, the person handling it kept pushing the activation fee and would not listen. I had to ask to speak to a manager multiple times before anything happened.
I then got a call from someone named Bianca who clearly does not understand the basics of client service. She did not acknowledge my frustration once and became hostile on the call. After all of that I am still none the wiser about what is actually happening with my account.
There are over 200 ISPs in this country and this is the absolute last one I would consider.
Please note that your query and escalation request regarding the ownership change was escalated for internal review before this review was posted.
We understand that the change in policy with regards to ownership changes can be frustrating however this was done to ensure that Cybersmart upholds our responsibility within the POPIA Act to ensure that customer information and access to accounts remain secure and are not mistakenly passed onto the incorrect party, hence why Cybersmart requires that the the existing account holder terminate their service fully before a new customer can apply for the service under their own name.
Whilst all new activation's and installations do have an associated activation fee, Cybersmart can and does on a case by case basis void that cost depending on the circumstances of the ownership change, which in this case has already been approved.
I am also aware that you have engaged with our accounts team again since this review was posted and they have been authorised to assist with the ownership change outside of Cybersmart's standard procedures.
With regards to the service outage you experienced shortly after signing up, this was caused by equipment that had become faulty onsite at your building, unfortunately during the replacement of this equipment some customers services were not restored which was acknowledge and addressed at the time with all customers services being restored shortly thereafter. Upon further review of your account we have been unable to identify further issues with your service as well as any related support queries raised with our teams since this initial outage, should you have any previous issues with your service or support please provide us with the relevant information via email to *** and our Customer Relations team will investigate and address as required.
The correspondence you have highlighted with our Accounts Team Manager has been escalated for further investigation as unwarranted hostile behavior towards customers is not acceptable and we apologise for any offense that you experienced.
We apologise for any inconvenience or frustration you experienced during your correspondence with our agents.
Regards,
Cybersmart
Please note that your query and escalation request regarding the ownership change was escalated for internal review before this review was posted.
We understand that the change in policy with regards to ownership changes can be frustrating however this was done to ensure that Cybersmart upholds our responsibility within the POPIA Act to ensure that customer information and access to accounts remain secure and are not mistakenly passed onto the incorrect party, hence why Cybersmart requires that the the existing account holder terminate their service fully before a new customer can apply for the service under their own name.
Whilst all new activation's and installations do have an associated activation fee, Cybersmart can and does on a case by case basis void that cost depending on the circumstances of the ownership change, which in this case has already been approved.
I am also aware that you have engaged with our accounts team again since this review was posted and they have been authorised to assist with the ownership change outside of Cybersmart's standard procedures.
With regards to the service outage you experienced shortly after signing up, this was caused by equipment that had become faulty onsite at your building, unfortunately during the replacement of this equipment some customers services were not restored which was acknowledge and addressed at the time with all customers services being restored shortly thereafter. Upon further review of your account we have been unable to identify further issues with your service as well as any related support queries raised with our teams since this initial outage, should you have any previous issues with your service or support please provide us with the relevant information via email to *** and our Customer Relations team will investigate and address as required.
The correspondence you have highlighted with our Accounts Team Manager has been escalated for further investigation as unwarranted hostile behavior towards customers is not acceptable and we apologise for any offense that you experienced.
We apologise for any inconvenience or frustration you experienced during your correspondence with our agents.
Regards,
Cybersmart