FG
Francois G
1 reviews | Active since Dec 2022
22 Jan 2024, 12:06
Evotel no longer a good company.
Evotel used to be great and listened to the customers. They now have removed logging a ticket. Keep on saying take it up with your Service Provider. I signed my contract with Evotel not MWEB they must be there as my one stop solution. The Evotel poles and lines in our area looks terrible, poles no longer upright, cables sagging, adverts on poles. In the beginning they were keen to assist, now you are just a number not a customer. A lot of us are going to cancel our contracts, maybe then they will listen. I don't want to phone Bradley each time I need something to get get done. Some people loose connections connection with MWEB after load shedding and router fails to connect again.
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Evotel South Africa's replyOfficial
22 Jan 2024, 12:15HI there Francois.
I am very sorry to hear that this has of occurred, but there is definitely some confusion here. You are always welcome to log a ticket with Evotel, however, we are not a one stop shop. As an open access fibre provider we have multiple ISPs available on our network for a client to choose from. That contract is concluded between you and the ISP and dictates what can be expected from them.
Evotel as the infrastructure provider is more than happy to raise tickets with our maintenance teams for infrastructure related troubles, however, since your ISP manages your speed those investigations need to begin on their side and escalated to us as they are the source of the data you are receiving. Barring obvious infrastructure damage, raising certain tickets with us is fruitless which is why we ask that clients speak with their ISPs in this regard. They are an important part of this relationship. If the Mweb infrastructure, their router, is losing configuration then we are limited in our ability to assist if they do not raise it directly with us.
We are very sorry for this confusion and we remain the same customer focused entity, however, we are not able to do thorough investigations without the input of your service provider. When contacting them, if they state the issue is on our end, please always insist they raise a ticket with us and provide you with the ticket number to follow up on.
Please do keep an eye on your phone. A member of our Support Team will be in touch with you soon to discuss this further.
I am very sorry to hear that this has of occurred, but there is definitely some confusion here. You are always welcome to log a ticket with Evotel, however, we are not a one stop shop. As an open access fibre provider we have multiple ISPs available on our network for a client to choose from. That contract is concluded between you and the ISP and dictates what can be expected from them.
Evotel as the infrastructure provider is more than happy to raise tickets with our maintenance teams for infrastructure related troubles, however, since your ISP manages your speed those investigations need to begin on their side and escalated to us as they are the source of the data you are receiving. Barring obvious infrastructure damage, raising certain tickets with us is fruitless which is why we ask that clients speak with their ISPs in this regard. They are an important part of this relationship. If the Mweb infrastructure, their router, is losing configuration then we are limited in our ability to assist if they do not raise it directly with us.
We are very sorry for this confusion and we remain the same customer focused entity, however, we are not able to do thorough investigations without the input of your service provider. When contacting them, if they state the issue is on our end, please always insist they raise a ticket with us and provide you with the ticket number to follow up on.
Please do keep an eye on your phone. A member of our Support Team will be in touch with you soon to discuss this further.
Evotel South Africa's reply22 Jan 2024, 12:15
Official
HI there Francois.
I am very sorry to hear that this has of occurred, but there is definitely some confusion here. You are always welcome to log a ticket with Evotel, however, we are not a one stop shop. As an open access fibre provider we have multiple ISPs available on our network for a client to choose from. That contract is concluded between you and the ISP and dictates what can be expected from them.
Evotel as the infrastructure provider is more than happy to raise tickets with our maintenance teams for infrastructure related troubles, however, since your ISP manages your speed those investigations need to begin on their side and escalated to us as they are the source of the data you are receiving. Barring obvious infrastructure damage, raising certain tickets with us is fruitless which is why we ask that clients speak with their ISPs in this regard. They are an important part of this relationship. If the Mweb infrastructure, their router, is losing configuration then we are limited in our ability to assist if they do not raise it directly with us.
We are very sorry for this confusion and we remain the same customer focused entity, however, we are not able to do thorough investigations without the input of your service provider. When contacting them, if they state the issue is on our end, please always insist they raise a ticket with us and provide you with the ticket number to follow up on.
Please do keep an eye on your phone. A member of our Support Team will be in touch with you soon to discuss this further.
I am very sorry to hear that this has of occurred, but there is definitely some confusion here. You are always welcome to log a ticket with Evotel, however, we are not a one stop shop. As an open access fibre provider we have multiple ISPs available on our network for a client to choose from. That contract is concluded between you and the ISP and dictates what can be expected from them.
Evotel as the infrastructure provider is more than happy to raise tickets with our maintenance teams for infrastructure related troubles, however, since your ISP manages your speed those investigations need to begin on their side and escalated to us as they are the source of the data you are receiving. Barring obvious infrastructure damage, raising certain tickets with us is fruitless which is why we ask that clients speak with their ISPs in this regard. They are an important part of this relationship. If the Mweb infrastructure, their router, is losing configuration then we are limited in our ability to assist if they do not raise it directly with us.
We are very sorry for this confusion and we remain the same customer focused entity, however, we are not able to do thorough investigations without the input of your service provider. When contacting them, if they state the issue is on our end, please always insist they raise a ticket with us and provide you with the ticket number to follow up on.
Please do keep an eye on your phone. A member of our Support Team will be in touch with you soon to discuss this further.