Worst service from their Helpdesk I have ever encountered.

Oh man. Where to begin and how to limit this review. I can write a book on just the last few days of troublesome dealings. Firstly this company's Helpdesk is the worst. For some context I have to explain that I am an Technical Specialist myself working for an international company so I know IT.

My problem started when I had multiple internet drops throughout the day. I identified and found the root cause of my problem and tried to explain this to the engineers but got so many different stories on what they thought I wanted. I have a wireless internet solution and this goes through multiple towers before breaking out to the internet at their HQ. I explained that 1 of their towers are going off and this causes a 20 second drop in my internet as traffic is routed through other towers in order to still provide clients internet. When tower comes online I get another 20 sec drop as traffic will now be routed through original shortest path. This happens several times a day From this explanation the Helpdesk asked me what WLAN I want setup. Told me my LAN cable is faulty. My computer settings is not correct even tho I told them I have a big firewall running my network. Every time I explain to them about the root cause but no one acknowledges or seem to understand. They test the tower I am directly connected too and end the chats saying everything is fine. I keep on telling them its the 3rd tower in the line and so we go back and forth on the same thing every day.

I realise that their Helpdesk is there to only answer calls and agents does not necessarily have advanced knowledge but this is no excuse for their lack of answers or updates. Ending my chats or being so rude even tho I am just trying to help. After hours I have to wait at least 1 hour before reaching any agent. I have asked so many times to speak to a technical manager as the hope was to explain to someone who will understand the root cause explanation and that I am trying to help. 4 days still no manager or call info.

They have a convenient whatsapp line to contact but dont expect the agents to acknowledge your messages or provide you clear updates there either. They also they close the chat as soon as they send you something even tho you asked so many questions. Most times chats are closed with no messages from agents even tho my questions was posted there.

I asked for my email to be added to their system as each time I try and send them email updates or even lay a complaint via email I get reply I dont have permissions to send emails to this address. This has not been done after 3 days of asking. Cant even lay complaint or explain my frustration so now I turn to other means.

Next stop will be the CPA Ombudsman. You cant block customers to make you aware of the bad service we are paying for. If you dont want to allow me to mail you I will get someone to make you aware.