SHOCKING CUSTOMER SERVICE!

"Its not our problem" seems to be Cybersmarts language for our experience... We moved into our new flat and the first thing we noticed is that the VERY old modem that was positioned at the furthest point of the apartment (logic is to be in the centre of the apartment which is by a central wall with plug and phone points FYI). As our entire building has employed Cybersmart to provide us all with internet service, being the new tenants and opening a subscription with them we would thought we would be more than eligible for a free installation/moving of the modem to suit our requirements - a NEW customer - normal customer service I would think??? We called numerous times explaining that we do not understand how our bedroom/balcony struggles with signal and/or buffers when we have a 20/20mbs Fibre line (we are in a 90sqm apartment FYI - Its INSANE that we are struggling with connectivity at all).

And yet... Cybersmart seems to have the same answer "if we want anything to change we need to pay" and by pay they mean Call out fee, new cables to move the modem and a new modem ... how can you say you are the BEST when your customer service is the WORST? All we want is a new modem and for it to be repositioned in the correct position .. that is all! If we giving you more than half a thousand rand every month for a line that should be extremely fast in such a small apartment we expect to have the correct equipment! What now Cybersmart...