SM
Simphiwe M
1 reviews | Active since Oct 2020
23 Mar 2022, 13:13
Bad and unreliable wifi service by iKeja
This company operates on a prepaid basis. Today there was no internet from 05h00 to 12h50. This is a very poor service. This is not an isolated incident. This happens almost every week and not a word of apology to the clients. If you are working from home you are advised not to depend on this company
Helpful (0)
Replies (6)0
Replies (6)
Ikeja's replyOfficial
23 Mar 2022, 14:00Hello Simphiwe,
Sorry about your experience this morning! The fibre provider in the area was vandalised meaning that all connections were affected, not only ikeja's. We do understand that this is very frustrating, however, this was outside of our control while we waited on the DFA to make repairs.
The contact number you provided when we installed your Ikeja does not match the one above. Please let us know if you change your contact details so we can keep you informed of issues in your area.
To confirm I sent out 3 messages at 6.30 am, 8.30 am as well as 12.30 pm to explain each step of the process (discovering the issue, updating when the DFA found the damage & when the connection was restored).
Best - Patrick, the Head of Customer Engagement
Sorry about your experience this morning! The fibre provider in the area was vandalised meaning that all connections were affected, not only ikeja's. We do understand that this is very frustrating, however, this was outside of our control while we waited on the DFA to make repairs.
The contact number you provided when we installed your Ikeja does not match the one above. Please let us know if you change your contact details so we can keep you informed of issues in your area.
To confirm I sent out 3 messages at 6.30 am, 8.30 am as well as 12.30 pm to explain each step of the process (discovering the issue, updating when the DFA found the damage & when the connection was restored).
Best - Patrick, the Head of Customer Engagement
Ikeja's reply23 Mar 2022, 14:00
Official
Hello Simphiwe,
Sorry about your experience this morning! The fibre provider in the area was vandalised meaning that all connections were affected, not only ikeja's. We do understand that this is very frustrating, however, this was outside of our control while we waited on the DFA to make repairs.
The contact number you provided when we installed your Ikeja does not match the one above. Please let us know if you change your contact details so we can keep you informed of issues in your area.
To confirm I sent out 3 messages at 6.30 am, 8.30 am as well as 12.30 pm to explain each step of the process (discovering the issue, updating when the DFA found the damage & when the connection was restored).
Best - Patrick, the Head of Customer Engagement
Sorry about your experience this morning! The fibre provider in the area was vandalised meaning that all connections were affected, not only ikeja's. We do understand that this is very frustrating, however, this was outside of our control while we waited on the DFA to make repairs.
The contact number you provided when we installed your Ikeja does not match the one above. Please let us know if you change your contact details so we can keep you informed of issues in your area.
To confirm I sent out 3 messages at 6.30 am, 8.30 am as well as 12.30 pm to explain each step of the process (discovering the issue, updating when the DFA found the damage & when the connection was restored).
Best - Patrick, the Head of Customer Engagement
SM
Simphiwe M's updateReviewer Update
23 Mar 2022, 14:23My contact number was *** . My current number is ***. The iKeja internet has nothing to do with fibre. I say so because I have had iKeja for more than 2 yrs and yet only last year did Vuma company started installing fibre cables and are still busy with that job. I read your response about today. I still maintain that there are incidents of internet disruption from iKeja almost every week.
SM
Simphiwe M's update23 Mar 2022, 14:23
Reviewer Update
My contact number was *** . My current number is ***. The iKeja internet has nothing to do with fibre. I say so because I have had iKeja for more than 2 yrs and yet only last year did Vuma company started installing fibre cables and are still busy with that job. I read your response about today. I still maintain that there are incidents of internet disruption from iKeja almost every week.
Ikeja's replyOfficial
23 Mar 2022, 15:07Hi Siphiwe, thank you! I have made that change.
I would like to explain how the Ikeja towers use the fibre network to provide our connection. Each Tower is connected to the fibre network and provide a wireless connection to our clients from there.
When the vandals damaged the fibre at the site, it affected Ikeja's infrastructure as well as many other providers in the area.
Patrick, the Head of Customer Engagement
I would like to explain how the Ikeja towers use the fibre network to provide our connection. Each Tower is connected to the fibre network and provide a wireless connection to our clients from there.
When the vandals damaged the fibre at the site, it affected Ikeja's infrastructure as well as many other providers in the area.
Patrick, the Head of Customer Engagement
Ikeja's reply23 Mar 2022, 15:07
Official
Hi Siphiwe, thank you! I have made that change.
I would like to explain how the Ikeja towers use the fibre network to provide our connection. Each Tower is connected to the fibre network and provide a wireless connection to our clients from there.
When the vandals damaged the fibre at the site, it affected Ikeja's infrastructure as well as many other providers in the area.
Patrick, the Head of Customer Engagement
I would like to explain how the Ikeja towers use the fibre network to provide our connection. Each Tower is connected to the fibre network and provide a wireless connection to our clients from there.
When the vandals damaged the fibre at the site, it affected Ikeja's infrastructure as well as many other providers in the area.
Patrick, the Head of Customer Engagement
SM
Simphiwe M's updateReviewer Update
23 Mar 2022, 15:16Now that explains the relationship between iKeja and fibre. Explanation accepted.
SM
Simphiwe M's update23 Mar 2022, 15:16
Reviewer Update
Now that explains the relationship between iKeja and fibre. Explanation accepted.
SM
Simphiwe M's updateReviewer Update
23 Mar 2022, 16:45I have been contacted by iKeja manager and he explained more about the problems I have encountered. The fact that he took time to call a dissatisfied client to fix and calm the situation, is really commendable. He also corrected the amount I was paying and that left me a happier client. I really would like to change the rating that I initially gave them. E3xcellent customer care.
SM
Simphiwe M's update23 Mar 2022, 16:45
Reviewer Update
I have been contacted by iKeja manager and he explained more about the problems I have encountered. The fact that he took time to call a dissatisfied client to fix and calm the situation, is really commendable. He also corrected the amount I was paying and that left me a happier client. I really would like to change the rating that I initially gave them. E3xcellent customer care.
Ikeja's replyOfficial
28 Mar 2022, 09:28Hi Simphiwe,
Thank you for your time on the phone! I am very happy we got to the bottom of this issue and resolved it together.
If you are comfortable, we would really appreciate it if you would be happy to reconsider your score after the service we provided?
Best, Patrick the Head of Customer Engagement
Thank you for your time on the phone! I am very happy we got to the bottom of this issue and resolved it together.
If you are comfortable, we would really appreciate it if you would be happy to reconsider your score after the service we provided?
Best, Patrick the Head of Customer Engagement
Ikeja's reply28 Mar 2022, 09:28
Official
Hi Simphiwe,
Thank you for your time on the phone! I am very happy we got to the bottom of this issue and resolved it together.
If you are comfortable, we would really appreciate it if you would be happy to reconsider your score after the service we provided?
Best, Patrick the Head of Customer Engagement
Thank you for your time on the phone! I am very happy we got to the bottom of this issue and resolved it together.
If you are comfortable, we would really appreciate it if you would be happy to reconsider your score after the service we provided?
Best, Patrick the Head of Customer Engagement