Evotel South Africa – Mixed Experience Saved by Excellent Management

On Saturday my fibre line went down after a car drove over and damaged the fibre cable. On Sunday I logged a fault with my ISP, Cool Ideas, who correctly escalated the issue to the infrastructure provider, Evotel. Unfortunately, the repair process started off poorly. By Wednesday, when a technician team finally arrived at my home, they had multiple excuses for not wanting to do the work. It was clear that the issue was not being taken seriously on the ground. That said, the situation was completely turned around by Priscilla, a manager at Evotel. Once I managed to get hold of her, she immediately took ownership of the problem. She investigated the issue, coordinated her team properly, and ensured the matter was resolved in less than 24 hours. She was professional, knowledgeable, and clearly understands both customer service and technical realities. She even had to explain to the technicians that there was no need to lift paving to access the cable trunking — the cable simply needed to be pushed through from one side. If Evotel had more competent and proactive employees like Priscilla, the company would stand head and shoulders above the competition. Without her intervention, I would most likely have cancelled my fibre line and moved to a 5G solution with another provider. In summary: disappointing field service, but outstanding management intervention that ultimately saved the customer.