BN
Brad N
1 reviews | Active since Aug 2019
14 Aug 2020, 17:53
Good Service but can't deliver.
Overall customer service is good. Everything was sorted within a week, from application to installation. It all goes south from the point of set up. I can barely get a decent speed out of the 10/2 line signed up for. I was supposed to be stress testing this line over a 5 day period to see if I'd like to upgrade to 20/2 line, this is virtually impossible. After tons of calls, I managed to speak to Happy and Xolani, both very professional and did what they could.
The unfortunate thing is that Im in the process of leaving my previous isp(Rain) for the same issues I'm experiencing here. Guys, people don't have time to sit and sort technical issue with you the whole day. Im barely getting 5mbps out of a 10 mbps line this is with a direct ethernet connection and one device connected(im supposed to be able to stream on at least2 to 3 devices with little to no reduction in speed). Guys general technical/maintenance issues I can understand... But this is you not performing contractually from day 1. To set the record straight, I had a detailed discussion with your sales consultant, and explained to her that the reason I'm moving is that I have no time for non performance issues like this. Honestly guys, I did my research and moved based on tbe reviews and isp ratings.
Please team, if your unable to perform contractually, aknowledge so and let's move on. I really don't want to cancel, but just understand that I will not invest a second more of my time or money trying to sort this out, Ive done this the entire day and don't accept that I need to continue any further. I'll leave it with you and the team, and if I can't get a resolution in 24hrs, please place me back in the position I was before we enters into this agreement.
In short, I signed up for 10mbps line, I'm getting speeds of between 1 and 5. Fix it without wasting any more of my time, we're all on a tight schedule, and I don't have time for this. I'd stay with Rain if that's the case.
Helpful (0)
Replies (4)0
Replies (4)
Home-Connect's replyOfficial
14 Aug 2020, 18:56Good Evening thank you for the review and feedback please provide your contact details or account name so we cam urgently assist.
Home-Connect's reply14 Aug 2020, 18:56
Official
Good Evening thank you for the review and feedback please provide your contact details or account name so we cam urgently assist.
BN
Brad N's updateReviewer Update
14 Aug 2020, 19:35Thank you, I've sent it directly to your chat line for escalation. You'll be be able to address it via that platform.
BN
Brad N's update14 Aug 2020, 19:35
Reviewer Update
Thank you, I've sent it directly to your chat line for escalation. You'll be be able to address it via that platform.
BN
Brad N's updateReviewer Update
16 Aug 2020, 17:39Cleo contacted me on Friday evening to try to resolve, just as we started, the power went out. Mno then contacted me on Saturday. After spending almost an hour trying to explain the problem to him, he eventually seemed to understand what the issue was, and said he'll consult with his seniors. I'm just inserting the email trails for reference, and hoping to resolve soon.
Feedback since Saturday :
After spending about an hour with Mno going in circles trying to help understand my issue, I eventually demonstrated to him what was going on. Very unprofessionally managed call to say the, this guy just wouldn't listen to anything. We eventually agreed to involve a senior person to investigate and he said he'd call with feedback on Sunday. I asked for an approximate time for the call, I was told he doesn't know, they're very busy so he can't tell me(this is how he handles an issue that's already on social media). Nevertheless, I requested comprehensive email feedback of what transpired during the call, and this is what I got back: Dear Bradley As discussed over the phone, I will be investigating why the speeds fluctuate, while having a TV that is streaming ( from 9.5 to 1.8 ).
Kind regards
My Response:
Hi Mno, Thanks for the feedback, although this is very far from being comprehensive as agreed. As discussed, I'm glad you eventually understood the context of the probelm after almost an hour on the call. Per our conversation, I understand your rationale arround speed loss when a device is connected and happy to go with your logic. My concern is the inconsistency of the logic. As demonstrated and tracked via the diagnostic app, the following is noted. 1. We switched off every device and ran a diagnostic, the speed registered 10mbps.(I mentioned to you that this is erratic, some tests last showed as low as 1) 2. We then connected one device with a direct ethernet connection and streamed a video off YouTube, the speed registered 9.5 (awesome, now could show you what happens) . 3. Ran a second test with exact same scenario in point 2, exactly as is, and the speed registered 1.8 ( I had to suggest this to demonstrate the problem, as you just weren't listening). I'll wait for your feedback tomorrow. Please ensure that you've consulted with the relevant senior members in your team as promised before contacting me again, as I wouldn't like to go through the same situation as today with you.
In short , my complaint as it stands is still unresolved and the context of intiatial complaint still stands.... a speed of 1.8 is unacceptable.
Should this not be able to be resolved within 24hrs from today, I'll give you guys the benefit of the doubt, and will not just upgrade to a 20mbps line but a 100mbps line, as you indicated bandwidth was my issue and I'm just being difficult when trying to explain the situation. If then, the same inconsistencies exist and you're still unable to resolve the erratic jumps in speed, it will be more than fair to ask you guys to declare our contract null and void. If all is in order I'll gladly stay on the 100 mbps line.
As mentioned I just want a service that works as promised. Please may I also suggest that if your not in a position to understand the context of this mail in terms of the upgrade and contract performance obligations , that you get someone senior to contact me so we can resolve this part. I will still be expecting your call regarding the investigation outcome.
I'd also appreciate if could you take time to listen and understand a client going forward, as that could have avoided a lot frustration and time wasted today. Trust this is in order.
Feedback since Sunday: Mno tried to call on Sunday, I missed it. Tried to call back 10 mins later, went to auto answer. Sent a message on the chat to say I'm available, but if he's not, I'm comfortable to chat at 12.30pm or he may respond via email. He then responded as follows, leaving out all the above context of the email trail completely: Dear Bradley
I have consulted with my senior engineers,they have stated that the reason why the speeds fluctuate is caused by what we know as
a handshake ( Packets sent back and forth ), TV pulling content from a specific server which requests up to 10 Mbps for streaming, they advised that when running speed test everything else needs to be disconnect and only 1 devices. Kind regards
Mnonopheli Matyila
My response back:
Thanks for the feedback, I'm not sure what this means in terms of resolving the query though. Are you saying this is normal, in which case I should consider upgrading (happy to do so if it's not a technical problem)?..... What direction or resolution are you providing here? Please can you request a senior person from the team to contact me tomorrow so we can close this out.
When addressing email queries, please ensure that you follow and reply to the email trail. You left out yesterday's correspondence....not very professional, as it provided context.
Feedback since Saturday :
After spending about an hour with Mno going in circles trying to help understand my issue, I eventually demonstrated to him what was going on. Very unprofessionally managed call to say the, this guy just wouldn't listen to anything. We eventually agreed to involve a senior person to investigate and he said he'd call with feedback on Sunday. I asked for an approximate time for the call, I was told he doesn't know, they're very busy so he can't tell me(this is how he handles an issue that's already on social media). Nevertheless, I requested comprehensive email feedback of what transpired during the call, and this is what I got back: Dear Bradley As discussed over the phone, I will be investigating why the speeds fluctuate, while having a TV that is streaming ( from 9.5 to 1.8 ).
Kind regards
My Response:
Hi Mno, Thanks for the feedback, although this is very far from being comprehensive as agreed. As discussed, I'm glad you eventually understood the context of the probelm after almost an hour on the call. Per our conversation, I understand your rationale arround speed loss when a device is connected and happy to go with your logic. My concern is the inconsistency of the logic. As demonstrated and tracked via the diagnostic app, the following is noted. 1. We switched off every device and ran a diagnostic, the speed registered 10mbps.(I mentioned to you that this is erratic, some tests last showed as low as 1) 2. We then connected one device with a direct ethernet connection and streamed a video off YouTube, the speed registered 9.5 (awesome, now could show you what happens) . 3. Ran a second test with exact same scenario in point 2, exactly as is, and the speed registered 1.8 ( I had to suggest this to demonstrate the problem, as you just weren't listening). I'll wait for your feedback tomorrow. Please ensure that you've consulted with the relevant senior members in your team as promised before contacting me again, as I wouldn't like to go through the same situation as today with you.
In short , my complaint as it stands is still unresolved and the context of intiatial complaint still stands.... a speed of 1.8 is unacceptable.
Should this not be able to be resolved within 24hrs from today, I'll give you guys the benefit of the doubt, and will not just upgrade to a 20mbps line but a 100mbps line, as you indicated bandwidth was my issue and I'm just being difficult when trying to explain the situation. If then, the same inconsistencies exist and you're still unable to resolve the erratic jumps in speed, it will be more than fair to ask you guys to declare our contract null and void. If all is in order I'll gladly stay on the 100 mbps line.
As mentioned I just want a service that works as promised. Please may I also suggest that if your not in a position to understand the context of this mail in terms of the upgrade and contract performance obligations , that you get someone senior to contact me so we can resolve this part. I will still be expecting your call regarding the investigation outcome.
I'd also appreciate if could you take time to listen and understand a client going forward, as that could have avoided a lot frustration and time wasted today. Trust this is in order.
Feedback since Sunday: Mno tried to call on Sunday, I missed it. Tried to call back 10 mins later, went to auto answer. Sent a message on the chat to say I'm available, but if he's not, I'm comfortable to chat at 12.30pm or he may respond via email. He then responded as follows, leaving out all the above context of the email trail completely: Dear Bradley
I have consulted with my senior engineers,they have stated that the reason why the speeds fluctuate is caused by what we know as
a handshake ( Packets sent back and forth ), TV pulling content from a specific server which requests up to 10 Mbps for streaming, they advised that when running speed test everything else needs to be disconnect and only 1 devices. Kind regards
Mnonopheli Matyila
My response back:
Thanks for the feedback, I'm not sure what this means in terms of resolving the query though. Are you saying this is normal, in which case I should consider upgrading (happy to do so if it's not a technical problem)?..... What direction or resolution are you providing here? Please can you request a senior person from the team to contact me tomorrow so we can close this out.
When addressing email queries, please ensure that you follow and reply to the email trail. You left out yesterday's correspondence....not very professional, as it provided context.
BN
Brad N's update16 Aug 2020, 17:39
Reviewer Update
Cleo contacted me on Friday evening to try to resolve, just as we started, the power went out. Mno then contacted me on Saturday. After spending almost an hour trying to explain the problem to him, he eventually seemed to understand what the issue was, and said he'll consult with his seniors. I'm just inserting the email trails for reference, and hoping to resolve soon.
Feedback since Saturday :
After spending about an hour with Mno going in circles trying to help understand my issue, I eventually demonstrated to him what was going on. Very unprofessionally managed call to say the, this guy just wouldn't listen to anything. We eventually agreed to involve a senior person to investigate and he said he'd call with feedback on Sunday. I asked for an approximate time for the call, I was told he doesn't know, they're very busy so he can't tell me(this is how he handles an issue that's already on social media). Nevertheless, I requested comprehensive email feedback of what transpired during the call, and this is what I got back: Dear Bradley As discussed over the phone, I will be investigating why the speeds fluctuate, while having a TV that is streaming ( from 9.5 to 1.8 ).
Kind regards
My Response:
Hi Mno, Thanks for the feedback, although this is very far from being comprehensive as agreed. As discussed, I'm glad you eventually understood the context of the probelm after almost an hour on the call. Per our conversation, I understand your rationale arround speed loss when a device is connected and happy to go with your logic. My concern is the inconsistency of the logic. As demonstrated and tracked via the diagnostic app, the following is noted. 1. We switched off every device and ran a diagnostic, the speed registered 10mbps.(I mentioned to you that this is erratic, some tests last showed as low as 1) 2. We then connected one device with a direct ethernet connection and streamed a video off YouTube, the speed registered 9.5 (awesome, now could show you what happens) . 3. Ran a second test with exact same scenario in point 2, exactly as is, and the speed registered 1.8 ( I had to suggest this to demonstrate the problem, as you just weren't listening). I'll wait for your feedback tomorrow. Please ensure that you've consulted with the relevant senior members in your team as promised before contacting me again, as I wouldn't like to go through the same situation as today with you.
In short , my complaint as it stands is still unresolved and the context of intiatial complaint still stands.... a speed of 1.8 is unacceptable.
Should this not be able to be resolved within 24hrs from today, I'll give you guys the benefit of the doubt, and will not just upgrade to a 20mbps line but a 100mbps line, as you indicated bandwidth was my issue and I'm just being difficult when trying to explain the situation. If then, the same inconsistencies exist and you're still unable to resolve the erratic jumps in speed, it will be more than fair to ask you guys to declare our contract null and void. If all is in order I'll gladly stay on the 100 mbps line.
As mentioned I just want a service that works as promised. Please may I also suggest that if your not in a position to understand the context of this mail in terms of the upgrade and contract performance obligations , that you get someone senior to contact me so we can resolve this part. I will still be expecting your call regarding the investigation outcome.
I'd also appreciate if could you take time to listen and understand a client going forward, as that could have avoided a lot frustration and time wasted today. Trust this is in order.
Feedback since Sunday: Mno tried to call on Sunday, I missed it. Tried to call back 10 mins later, went to auto answer. Sent a message on the chat to say I'm available, but if he's not, I'm comfortable to chat at 12.30pm or he may respond via email. He then responded as follows, leaving out all the above context of the email trail completely: Dear Bradley
I have consulted with my senior engineers,they have stated that the reason why the speeds fluctuate is caused by what we know as
a handshake ( Packets sent back and forth ), TV pulling content from a specific server which requests up to 10 Mbps for streaming, they advised that when running speed test everything else needs to be disconnect and only 1 devices. Kind regards
Mnonopheli Matyila
My response back:
Thanks for the feedback, I'm not sure what this means in terms of resolving the query though. Are you saying this is normal, in which case I should consider upgrading (happy to do so if it's not a technical problem)?..... What direction or resolution are you providing here? Please can you request a senior person from the team to contact me tomorrow so we can close this out.
When addressing email queries, please ensure that you follow and reply to the email trail. You left out yesterday's correspondence....not very professional, as it provided context.
Feedback since Saturday :
After spending about an hour with Mno going in circles trying to help understand my issue, I eventually demonstrated to him what was going on. Very unprofessionally managed call to say the, this guy just wouldn't listen to anything. We eventually agreed to involve a senior person to investigate and he said he'd call with feedback on Sunday. I asked for an approximate time for the call, I was told he doesn't know, they're very busy so he can't tell me(this is how he handles an issue that's already on social media). Nevertheless, I requested comprehensive email feedback of what transpired during the call, and this is what I got back: Dear Bradley As discussed over the phone, I will be investigating why the speeds fluctuate, while having a TV that is streaming ( from 9.5 to 1.8 ).
Kind regards
My Response:
Hi Mno, Thanks for the feedback, although this is very far from being comprehensive as agreed. As discussed, I'm glad you eventually understood the context of the probelm after almost an hour on the call. Per our conversation, I understand your rationale arround speed loss when a device is connected and happy to go with your logic. My concern is the inconsistency of the logic. As demonstrated and tracked via the diagnostic app, the following is noted. 1. We switched off every device and ran a diagnostic, the speed registered 10mbps.(I mentioned to you that this is erratic, some tests last showed as low as 1) 2. We then connected one device with a direct ethernet connection and streamed a video off YouTube, the speed registered 9.5 (awesome, now could show you what happens) . 3. Ran a second test with exact same scenario in point 2, exactly as is, and the speed registered 1.8 ( I had to suggest this to demonstrate the problem, as you just weren't listening). I'll wait for your feedback tomorrow. Please ensure that you've consulted with the relevant senior members in your team as promised before contacting me again, as I wouldn't like to go through the same situation as today with you.
In short , my complaint as it stands is still unresolved and the context of intiatial complaint still stands.... a speed of 1.8 is unacceptable.
Should this not be able to be resolved within 24hrs from today, I'll give you guys the benefit of the doubt, and will not just upgrade to a 20mbps line but a 100mbps line, as you indicated bandwidth was my issue and I'm just being difficult when trying to explain the situation. If then, the same inconsistencies exist and you're still unable to resolve the erratic jumps in speed, it will be more than fair to ask you guys to declare our contract null and void. If all is in order I'll gladly stay on the 100 mbps line.
As mentioned I just want a service that works as promised. Please may I also suggest that if your not in a position to understand the context of this mail in terms of the upgrade and contract performance obligations , that you get someone senior to contact me so we can resolve this part. I will still be expecting your call regarding the investigation outcome.
I'd also appreciate if could you take time to listen and understand a client going forward, as that could have avoided a lot frustration and time wasted today. Trust this is in order.
Feedback since Sunday: Mno tried to call on Sunday, I missed it. Tried to call back 10 mins later, went to auto answer. Sent a message on the chat to say I'm available, but if he's not, I'm comfortable to chat at 12.30pm or he may respond via email. He then responded as follows, leaving out all the above context of the email trail completely: Dear Bradley
I have consulted with my senior engineers,they have stated that the reason why the speeds fluctuate is caused by what we know as
a handshake ( Packets sent back and forth ), TV pulling content from a specific server which requests up to 10 Mbps for streaming, they advised that when running speed test everything else needs to be disconnect and only 1 devices. Kind regards
Mnonopheli Matyila
My response back:
Thanks for the feedback, I'm not sure what this means in terms of resolving the query though. Are you saying this is normal, in which case I should consider upgrading (happy to do so if it's not a technical problem)?..... What direction or resolution are you providing here? Please can you request a senior person from the team to contact me tomorrow so we can close this out.
When addressing email queries, please ensure that you follow and reply to the email trail. You left out yesterday's correspondence....not very professional, as it provided context.
BN
Brad N's updateReviewer Update
18 Aug 2020, 11:27Ok, so I spoke to Cleo yesterday. She advised that the drop in speeds are not a technical problem and can be expected depending on traffic and how many people are streaming the same content. I accepted this and was comfortable to upgrade to the 100mpbs line as indicated.
I upgraded to a 100mbps line now which is effective as of this morning. First speed test ran at 93.7, then in 50s and last one at 15mbps. Please team, can you advise if this is also to be expected as normal????? I can't belive this guys.... I think I've honestly made the biggest mistake by going with you, the journey thus far has been nothing but frustrating. Nobody has even bothered to follow up to check if everything was in order after the upgrade,considering the issues at hand. Please can I ask that a very senior person contact me by 1pm, failing which I will report to ISPA as a next step.
I upgraded to a 100mbps line now which is effective as of this morning. First speed test ran at 93.7, then in 50s and last one at 15mbps. Please team, can you advise if this is also to be expected as normal????? I can't belive this guys.... I think I've honestly made the biggest mistake by going with you, the journey thus far has been nothing but frustrating. Nobody has even bothered to follow up to check if everything was in order after the upgrade,considering the issues at hand. Please can I ask that a very senior person contact me by 1pm, failing which I will report to ISPA as a next step.
BN
Brad N's update18 Aug 2020, 11:27
Reviewer Update
Ok, so I spoke to Cleo yesterday. She advised that the drop in speeds are not a technical problem and can be expected depending on traffic and how many people are streaming the same content. I accepted this and was comfortable to upgrade to the 100mpbs line as indicated.
I upgraded to a 100mbps line now which is effective as of this morning. First speed test ran at 93.7, then in 50s and last one at 15mbps. Please team, can you advise if this is also to be expected as normal????? I can't belive this guys.... I think I've honestly made the biggest mistake by going with you, the journey thus far has been nothing but frustrating. Nobody has even bothered to follow up to check if everything was in order after the upgrade,considering the issues at hand. Please can I ask that a very senior person contact me by 1pm, failing which I will report to ISPA as a next step.
I upgraded to a 100mbps line now which is effective as of this morning. First speed test ran at 93.7, then in 50s and last one at 15mbps. Please team, can you advise if this is also to be expected as normal????? I can't belive this guys.... I think I've honestly made the biggest mistake by going with you, the journey thus far has been nothing but frustrating. Nobody has even bothered to follow up to check if everything was in order after the upgrade,considering the issues at hand. Please can I ask that a very senior person contact me by 1pm, failing which I will report to ISPA as a next step.