AE
Andrew E
1 reviews | Active since Mar 2016
30 Sept 2021, 08:45
Terrible service even just to signup
We app**** for fiber connection in June and have been taken form one side to the other, being told one story and the other. I have been calling and not getting assistance, yesterday I called and spoke to Gerard he was to call me back, he never did, later Adri who is the person I was dealing with previously and the call went silent, he never called back, I called and spoke to Nick who sent Adri, Gerard and reception a message and requested they call me back, and they never did. If this is the kind of service one receives even before one is signed up, it then explains all the complaints and poor ratings
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Replies (2)
Dashfibre's replyOfficial
30 Sept 2021, 13:51Good day Andrew,
We are very sorry for the experience you have had whilst trying to resolve an issue which was discussed in our Team. You have yet to place an application with us and were unable to provide us with any proof of address or images of the devices in the household to validate the application. We have also not received any further tickets or order forms from you.
Your address prevented us from placing an order with the upstream provider as you have an in-flight order (not with Dashfibre) for your address. Please revert to your current/existing ISP to confirm and request assistance in either canceling or continuing with said order.
If we had an order placed on our website from you, we would have been able to assist in releasing your line from your current ISP. If you have placed an order already, please provide us with the order number so that we can assist you further.
We are very sorry for the experience you have had whilst trying to resolve an issue which was discussed in our Team. You have yet to place an application with us and were unable to provide us with any proof of address or images of the devices in the household to validate the application. We have also not received any further tickets or order forms from you.
Your address prevented us from placing an order with the upstream provider as you have an in-flight order (not with Dashfibre) for your address. Please revert to your current/existing ISP to confirm and request assistance in either canceling or continuing with said order.
If we had an order placed on our website from you, we would have been able to assist in releasing your line from your current ISP. If you have placed an order already, please provide us with the order number so that we can assist you further.
Dashfibre's reply30 Sept 2021, 13:51
Official
Good day Andrew,
We are very sorry for the experience you have had whilst trying to resolve an issue which was discussed in our Team. You have yet to place an application with us and were unable to provide us with any proof of address or images of the devices in the household to validate the application. We have also not received any further tickets or order forms from you.
Your address prevented us from placing an order with the upstream provider as you have an in-flight order (not with Dashfibre) for your address. Please revert to your current/existing ISP to confirm and request assistance in either canceling or continuing with said order.
If we had an order placed on our website from you, we would have been able to assist in releasing your line from your current ISP. If you have placed an order already, please provide us with the order number so that we can assist you further.
We are very sorry for the experience you have had whilst trying to resolve an issue which was discussed in our Team. You have yet to place an application with us and were unable to provide us with any proof of address or images of the devices in the household to validate the application. We have also not received any further tickets or order forms from you.
Your address prevented us from placing an order with the upstream provider as you have an in-flight order (not with Dashfibre) for your address. Please revert to your current/existing ISP to confirm and request assistance in either canceling or continuing with said order.
If we had an order placed on our website from you, we would have been able to assist in releasing your line from your current ISP. If you have placed an order already, please provide us with the order number so that we can assist you further.
AE
Andrew E's updateReviewer Update
30 Sept 2021, 15:41Good day
I believe you have the facts incorrect.
Firstly the least that your team would have done is pick up the phone and call, in the very least.
1) There has been calls and emails to dashfibre since May. If what has been stated in your response is correct, surely we should have been informed at an earlier stage.
We were never at any point requested to provide any photos.
2) As regards there being no tickets, there has been several emails and the last ticket was from Ms Mbali Sithole on the 28th of July 2021. Ticket Number:46313, which never received any forms of response, she had requested for more info, the point at which your team was to provide her with an email address for her to send the proof of residence. Adri was able to pick this communication and the trail. So I find it quite strange to receive an email stating that there was no tickets. Adri was able trace the ticket and trail of communication
What is of great concern is that I was on a call for a very lengthy times several times yesterday. During one of the calls, as I was speaking to Adri, the call went silent and he never called back. I called back and requested to speak to Adri or Gerad, they never called back.
I believe you have the facts incorrect.
Firstly the least that your team would have done is pick up the phone and call, in the very least.
1) There has been calls and emails to dashfibre since May. If what has been stated in your response is correct, surely we should have been informed at an earlier stage.
We were never at any point requested to provide any photos.
2) As regards there being no tickets, there has been several emails and the last ticket was from Ms Mbali Sithole on the 28th of July 2021. Ticket Number:46313, which never received any forms of response, she had requested for more info, the point at which your team was to provide her with an email address for her to send the proof of residence. Adri was able to pick this communication and the trail. So I find it quite strange to receive an email stating that there was no tickets. Adri was able trace the ticket and trail of communication
What is of great concern is that I was on a call for a very lengthy times several times yesterday. During one of the calls, as I was speaking to Adri, the call went silent and he never called back. I called back and requested to speak to Adri or Gerad, they never called back.
AE
Andrew E's update30 Sept 2021, 15:41
Reviewer Update
Good day
I believe you have the facts incorrect.
Firstly the least that your team would have done is pick up the phone and call, in the very least.
1) There has been calls and emails to dashfibre since May. If what has been stated in your response is correct, surely we should have been informed at an earlier stage.
We were never at any point requested to provide any photos.
2) As regards there being no tickets, there has been several emails and the last ticket was from Ms Mbali Sithole on the 28th of July 2021. Ticket Number:46313, which never received any forms of response, she had requested for more info, the point at which your team was to provide her with an email address for her to send the proof of residence. Adri was able to pick this communication and the trail. So I find it quite strange to receive an email stating that there was no tickets. Adri was able trace the ticket and trail of communication
What is of great concern is that I was on a call for a very lengthy times several times yesterday. During one of the calls, as I was speaking to Adri, the call went silent and he never called back. I called back and requested to speak to Adri or Gerad, they never called back.
I believe you have the facts incorrect.
Firstly the least that your team would have done is pick up the phone and call, in the very least.
1) There has been calls and emails to dashfibre since May. If what has been stated in your response is correct, surely we should have been informed at an earlier stage.
We were never at any point requested to provide any photos.
2) As regards there being no tickets, there has been several emails and the last ticket was from Ms Mbali Sithole on the 28th of July 2021. Ticket Number:46313, which never received any forms of response, she had requested for more info, the point at which your team was to provide her with an email address for her to send the proof of residence. Adri was able to pick this communication and the trail. So I find it quite strange to receive an email stating that there was no tickets. Adri was able trace the ticket and trail of communication
What is of great concern is that I was on a call for a very lengthy times several times yesterday. During one of the calls, as I was speaking to Adri, the call went silent and he never called back. I called back and requested to speak to Adri or Gerad, they never called back.