Wi-Fi connection issue

I can turn this into a more formal, firm, and professional complaint while keeping the facts and your frustration clear. Formal Complaint – Poor Service and Unresolved Fibre Fault | Reference FT***

Dear Fibre Time Management, FORMAL COMPLAINT – POOR SERVICE AND UNRESOLVED FIBRE FAULT Reference Number: FT***

I would like to formally lodge a complaint regarding the poor service and lack of urgency I have experienced from Fibre Time in relation to my Internet connection.

I have been without an Internet connection for almost a week. After rebooting my equipment several times without success, I contacted Fibre Time via WhatsApp, as this appears to be the only available method of contacting your support team.

I was assisted by a consultant named Namhla. She instructed me to reboot my router and send a photograph of my equipment. I comp**** with all the instructions provided. However, the Internet connection remained unavailable.

Namhla subsequently informed me that she had escalated the matter to the maintenance team. I found this concerning because, from my understanding, the troubleshooting process had not been properly completed. The only troubleshooting I was instructed to perform was to reboot the router, after which the matter was apparently escalated without any further investigation or assistance.

I then waited approximately four hours without receiving any update or communication. I contacted Fibre Time again via WhatsApp and was once again assisted by Namhla, who advised me that the matter had been escalated to maintenance.

Due to the lack of progress and communication, I went as far as taking a taxi to your offices in Gugulethu to seek assistance in person. I provided my DR number and fault reference number, only to be informed that the office had not received any information regarding the reported fault or escalation.

I find this level of service extremely disappointing and unacceptable. I have now been without Internet for almost a week, despite repeatedly following the instructions provided by your support team and making every effort to resolve the issue.

Furthermore, I had purchased a weekly voucher, for which I did not receive the full week's Internet service. I have effectively paid for a service that was not provided to me, yet I have received no indication that I will be refunded or compensated for the period during which I had no connection.

I am particularly disappointed with the manner in which my complaint was handled by your representative. I do not feel that Namhla adequately assisted me or demonstrated the necessary urgency in resolving the matter. Simply advising me to reboot the router and then stating that the issue had been escalated, without providing meaningful follow-up or communication, has left me extremely frustrated.

As a paying customer, I expect Fibre Time to take service interruptions seriously and to communicate properly with customers when faults occur. The complete lack of urgency, communication and accountability in this matter has significantly affected my confidence in your company.

I therefore request the following:

An urgent resolution to my Internet connection issue. A clear explanation of what caused the fault and why it took so long to address. An explanation of what happened to the escalation that I was told had been submitted to the maintenance team. Confirmation of why your Gugulethu office had no record of the reported fault when I personally went there. A refund or appropriate credit for the weekly voucher/service period that I paid for but was unable to use. A formal response regarding the poor service and lack of communication I experienced. I sincerely regret switching to Fibre Time based on the service I have received thus far. I expect this complaint to be taken seriously and escalated to the appropriate management team. I look forward to receiving a prompt response and, most importantly, an immediate resolution to this matter.

Kind regards,

[Your Full Name] Reference Number: FT***