WN
Wendi N
1 reviews | Active since Aug 2013
29 May 2026, 12:12
Poor Service and Lack of Connectivity Reliability
This is the worst service provider I have ever dealt with. There are constant outages, poor communication, and rude and unhelpful call centre agents. There also appears to be no proper contingency plan when the service is down.
I pay my subscription every month without fail, yet the service quality is extremely poor and, at times, non-existent.
As someone who relies on WiFi to work from home, this situation places me at a financial disadvantage, as I am often forced to purchase mobile data in order to continue with my daily tasks.
The service really needs to improve, as I am seriously considering switching providers.
Helpful (0)
Replies (3)0
Replies (3)
Ikeja's replyOfficial
29 May 2026, 14:48Hello Wendi
As per our discussion in the morning thank you for taking my call and giving us detailed feedback with us. We are truly sorry to hear about your experience and understand how frustrating this situation has been, especially as you rely on the service to work from home.
We can confirm that the tower was restored at 09:15, and your connection has been stable and active for more than 7 hours since restoration.
Your feedback regarding communication, support, and service reliability has been noted and will be shared with the relevant teams, as we are continuously working to improve both our network performance and customer experience.
We truly appreciate your patience and understanding. Should you continue experiencing any issues please do not hesitate to contact us so we can assist you further.
Regards
ikeja Support Team(N.S)
As per our discussion in the morning thank you for taking my call and giving us detailed feedback with us. We are truly sorry to hear about your experience and understand how frustrating this situation has been, especially as you rely on the service to work from home.
We can confirm that the tower was restored at 09:15, and your connection has been stable and active for more than 7 hours since restoration.
Your feedback regarding communication, support, and service reliability has been noted and will be shared with the relevant teams, as we are continuously working to improve both our network performance and customer experience.
We truly appreciate your patience and understanding. Should you continue experiencing any issues please do not hesitate to contact us so we can assist you further.
Regards
ikeja Support Team(N.S)
Ikeja's reply29 May 2026, 14:48
Official
Hello Wendi
As per our discussion in the morning thank you for taking my call and giving us detailed feedback with us. We are truly sorry to hear about your experience and understand how frustrating this situation has been, especially as you rely on the service to work from home.
We can confirm that the tower was restored at 09:15, and your connection has been stable and active for more than 7 hours since restoration.
Your feedback regarding communication, support, and service reliability has been noted and will be shared with the relevant teams, as we are continuously working to improve both our network performance and customer experience.
We truly appreciate your patience and understanding. Should you continue experiencing any issues please do not hesitate to contact us so we can assist you further.
Regards
ikeja Support Team(N.S)
As per our discussion in the morning thank you for taking my call and giving us detailed feedback with us. We are truly sorry to hear about your experience and understand how frustrating this situation has been, especially as you rely on the service to work from home.
We can confirm that the tower was restored at 09:15, and your connection has been stable and active for more than 7 hours since restoration.
Your feedback regarding communication, support, and service reliability has been noted and will be shared with the relevant teams, as we are continuously working to improve both our network performance and customer experience.
We truly appreciate your patience and understanding. Should you continue experiencing any issues please do not hesitate to contact us so we can assist you further.
Regards
ikeja Support Team(N.S)
WN
Wendi N's updateReviewer Update
29 May 2026, 16:05 Perhaps you should consider reimbursing clients for the periods during which your service is down. Instead of charging the full monthly subscription, downtime should be taken into account. That way, the additional cost of having to purchase mobile data out of pocket would not feel as frustrating as it currently does.I have endured this level of service for the past three years, yet nothing ever seems to improve. Ironically, when the clock strikes midnight on the 1st of every month, you never fail to disconnect my services if payment has not been made. In those instances, no consideration is given to your downtime or the inconvenience your customers experience.This should be standard practice. For example, when my gym experiences downtime, they provide me with access to another branch so that I can still make use of the facilities without interruption. As a result, I have no issue continuing to pay my membership fees because an alternative solution is provided.Your standard response that “you do not reimburse for downtime” is simply not customer-centric and does not reflect consideration for the inconvenience and financial impact placed on your clients.
WN
Wendi N's update29 May 2026, 16:05
Reviewer Update
Perhaps you should consider reimbursing clients for the periods during which your service is down. Instead of charging the full monthly subscription, downtime should be taken into account. That way, the additional cost of having to purchase mobile data out of pocket would not feel as frustrating as it currently does.I have endured this level of service for the past three years, yet nothing ever seems to improve. Ironically, when the clock strikes midnight on the 1st of every month, you never fail to disconnect my services if payment has not been made. In those instances, no consideration is given to your downtime or the inconvenience your customers experience.This should be standard practice. For example, when my gym experiences downtime, they provide me with access to another branch so that I can still make use of the facilities without interruption. As a result, I have no issue continuing to pay my membership fees because an alternative solution is provided.Your standard response that “you do not reimburse for downtime” is simply not customer-centric and does not reflect consideration for the inconvenience and financial impact placed on your clients.
Ikeja's replyOfficial
01 Jun 2026, 09:38Thank you for sharing your concerns. We understand your frustration and appreciate the opportunity to address it.
While we recognize that service interruptions can be inconvenient, compensation for downtime is calculated in accordance with our service terms and is based on the value of the monthly subscription. For example, on a monthly subscription of R350 the prorated value of a few hours of downtime would amount to less than R5.
We understand that the impact on customers may extend beyond the subscription cost itself, particularly where additional mobile data expenses are incurred. However, unlike services that may be able to offer an alternative facility or branch during disruptions the nature of our service does not always allow for an immediate alternative solution.
Your feedback regarding downtime credits and the perceived imbalance between service suspensions for non-payment and service interruptions is valuable, and we will ensure it is shared with the relevant teams for consideration.
We sincerely apologize for the inconvenience experienced and appreciate your loyalty over the past three years. We remain committed to improving service reliability and the overall customer experience.
Regards,
ikeja Support Team(N.S)
While we recognize that service interruptions can be inconvenient, compensation for downtime is calculated in accordance with our service terms and is based on the value of the monthly subscription. For example, on a monthly subscription of R350 the prorated value of a few hours of downtime would amount to less than R5.
We understand that the impact on customers may extend beyond the subscription cost itself, particularly where additional mobile data expenses are incurred. However, unlike services that may be able to offer an alternative facility or branch during disruptions the nature of our service does not always allow for an immediate alternative solution.
Your feedback regarding downtime credits and the perceived imbalance between service suspensions for non-payment and service interruptions is valuable, and we will ensure it is shared with the relevant teams for consideration.
We sincerely apologize for the inconvenience experienced and appreciate your loyalty over the past three years. We remain committed to improving service reliability and the overall customer experience.
Regards,
ikeja Support Team(N.S)
Ikeja's reply01 Jun 2026, 09:38
Official
Thank you for sharing your concerns. We understand your frustration and appreciate the opportunity to address it.
While we recognize that service interruptions can be inconvenient, compensation for downtime is calculated in accordance with our service terms and is based on the value of the monthly subscription. For example, on a monthly subscription of R350 the prorated value of a few hours of downtime would amount to less than R5.
We understand that the impact on customers may extend beyond the subscription cost itself, particularly where additional mobile data expenses are incurred. However, unlike services that may be able to offer an alternative facility or branch during disruptions the nature of our service does not always allow for an immediate alternative solution.
Your feedback regarding downtime credits and the perceived imbalance between service suspensions for non-payment and service interruptions is valuable, and we will ensure it is shared with the relevant teams for consideration.
We sincerely apologize for the inconvenience experienced and appreciate your loyalty over the past three years. We remain committed to improving service reliability and the overall customer experience.
Regards,
ikeja Support Team(N.S)
While we recognize that service interruptions can be inconvenient, compensation for downtime is calculated in accordance with our service terms and is based on the value of the monthly subscription. For example, on a monthly subscription of R350 the prorated value of a few hours of downtime would amount to less than R5.
We understand that the impact on customers may extend beyond the subscription cost itself, particularly where additional mobile data expenses are incurred. However, unlike services that may be able to offer an alternative facility or branch during disruptions the nature of our service does not always allow for an immediate alternative solution.
Your feedback regarding downtime credits and the perceived imbalance between service suspensions for non-payment and service interruptions is valuable, and we will ensure it is shared with the relevant teams for consideration.
We sincerely apologize for the inconvenience experienced and appreciate your loyalty over the past three years. We remain committed to improving service reliability and the overall customer experience.
Regards,
ikeja Support Team(N.S)