Evotel Refuses Accountability After Failed Fibre Repair and Repeated Service Failures

I am extremely disappointed with the level of service currently being provided by Evotel.

My fibre line allegedly suffered rodent damage on my property. Evotel informed me that because the damage was on my property, I would be responsible for the repair costs. However, I was not allowed to use my own contractor to repair the line because Evotel stated that the fibre infrastructure belongs to them and only their technicians may work on it.

What makes this even more frustrating is that Evotel refused to proceed with repairs unless payment was made upfront. I explained that I would pay at the end of the month, but no accommodation was made. As a result, I was left without internet access for almost a month. Even after payment was eventually made, I still had to escalate the matter to management before technicians were finally sent out.

At the time of the repair, I specifically requested that the fibre cable be installed inside conduit piping to prevent future rodent damage. A manager agreed to this request, and the maintenance team was allegedly instructed accordingly.

However, only 11 days after the repair, the fibre failed again — once again suspected to be rodent damage. When I inspected the installation, I discovered that the cable had NOT been installed inside conduit piping as agreed. The fibre cable and slack were simply left exposed in the roof.

Despite this, Evotel now expects me to pay for another repair.

For the past 5 days I have repeatedly requested callbacks from management regarding this issue. I have phoned multiple times, including twice today alone, and every time I am promised a callback that never happens. No one is taking ownership of the issue, despite the fact that the agreed preventative installation work was clearly not done.

This situation is unacceptable:

- I was forced to pay for repairs on infrastructure that I am not allowed to maintain myself. - Preventative measures agreed to by management were not implemented. - The same failure occurred again within less than two weeks. - Management continuously promises callbacks that never happen. - I am again left without service while being expected to pay upfront before any action is taken.

Service delivery from Evotel has deteriorated badly. Customers seem to matter very little once there is a problem. The most frustrating part is that because the fibre infrastructure belongs to Evotel, customers cannot simply move elsewhere easily.

I hope this complaint finally receives proper attention from someone willing to take accountability and resolve the issue fairly.