AN
Asive N
1 reviews | Active since Nov 2024
30 Sept 2025, 09:03
Poor service in terms of SLA
I am currently experiencing no Internet Access I have been communicating with their WhatsApp "helpline" they found that the hot-spot is offline back and forth of sending pictures of router no resolution. A job card was created for team to be sent was promised that someone from scheduling would call to set day for team to come, was told can take 7 working days which means anything from Monday till next week Tuesday. I explained that I have already paid for the month ahead I was simply told they don't compensate down time. So basically I must just suck it up. I use this wifi for working purposes I work from home down time for me does not simply mean I can't scroll on tik tok it means losing a days work well in this case it looks like I will lose 7 days. I am still waiting for the the call from scheduling I followed up this morning before 7am it's 9am and no acknowledgement of my message being received. I pay for a service so I expect it to be up and running. I can't pay a monthly fee and still be expected to fork out more money to buy data and travel to work its costly.
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Replies (3)0
Replies (3)
Ikeja's replyOfficial
30 Sept 2025, 10:07Good day Asive
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced and the delay in resolving your connectivity issue.
We completely understand how critical a stable internet connection is, especially since you are working from home while our SLA does indicate up to 7 working days for resolution, we recognize the impact this has on your ability to work, and we will do our best to expedite the process.
Please also note that the 7 working day turnaround time is in place to ensure fairness across all our clients, as we attend to issues strictly on a first-come, first-served basis.
While we acknowledge the inconvenience this may cause, this process allows us to assist every client equally and in the order their cases were logged. That said, your case has already been escalated, and our team will contact you with a confirmed date as soon as possible.
We sincerely appreciate your patience and understanding.
Kind regards
ikeja team support
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced and the delay in resolving your connectivity issue.
We completely understand how critical a stable internet connection is, especially since you are working from home while our SLA does indicate up to 7 working days for resolution, we recognize the impact this has on your ability to work, and we will do our best to expedite the process.
Please also note that the 7 working day turnaround time is in place to ensure fairness across all our clients, as we attend to issues strictly on a first-come, first-served basis.
While we acknowledge the inconvenience this may cause, this process allows us to assist every client equally and in the order their cases were logged. That said, your case has already been escalated, and our team will contact you with a confirmed date as soon as possible.
We sincerely appreciate your patience and understanding.
Kind regards
ikeja team support
Ikeja's reply30 Sept 2025, 10:07
Official
Good day Asive
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced and the delay in resolving your connectivity issue.
We completely understand how critical a stable internet connection is, especially since you are working from home while our SLA does indicate up to 7 working days for resolution, we recognize the impact this has on your ability to work, and we will do our best to expedite the process.
Please also note that the 7 working day turnaround time is in place to ensure fairness across all our clients, as we attend to issues strictly on a first-come, first-served basis.
While we acknowledge the inconvenience this may cause, this process allows us to assist every client equally and in the order their cases were logged. That said, your case has already been escalated, and our team will contact you with a confirmed date as soon as possible.
We sincerely appreciate your patience and understanding.
Kind regards
ikeja team support
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced and the delay in resolving your connectivity issue.
We completely understand how critical a stable internet connection is, especially since you are working from home while our SLA does indicate up to 7 working days for resolution, we recognize the impact this has on your ability to work, and we will do our best to expedite the process.
Please also note that the 7 working day turnaround time is in place to ensure fairness across all our clients, as we attend to issues strictly on a first-come, first-served basis.
While we acknowledge the inconvenience this may cause, this process allows us to assist every client equally and in the order their cases were logged. That said, your case has already been escalated, and our team will contact you with a confirmed date as soon as possible.
We sincerely appreciate your patience and understanding.
Kind regards
ikeja team support
AN
Asive N's updateReviewer Update
01 Oct 2025, 17:01After being assured on two occasions a team was being sent out no show. Yesterday John called stating a team would be sent out today I confirmed availability. This morning I receive a call from someone stating they have been assigned to attend to my query and I must ensure availability any time during the day I made an excuse at work to not go in. Tell me why the same person is calling this afternoon past 4pm telling me they no longer going to make it they got held up in Khayelitsha, I now again have to confirm availability because apparently they will attend to me first thing tomorrow morning, mind you first thing tomorrow morning to him is 10am. So that means another day putting in excuses at work.
Karabo who attended to my complaint yesterday allured to the fact that we don't pay maintenance and call out fees as a way to ensure that we the consumers still get to enjoy Internet connection at an affordable price. My response to him was that because we pay less we must tolerate poor customer service almost as if this is just a favour, but he disputed that response and but now here we are.
Guess I have no choice but to wait again for tomorrow really not optimistic though.
Karabo who attended to my complaint yesterday allured to the fact that we don't pay maintenance and call out fees as a way to ensure that we the consumers still get to enjoy Internet connection at an affordable price. My response to him was that because we pay less we must tolerate poor customer service almost as if this is just a favour, but he disputed that response and but now here we are.
Guess I have no choice but to wait again for tomorrow really not optimistic though.
AN
Asive N's update01 Oct 2025, 17:01
Reviewer Update
After being assured on two occasions a team was being sent out no show. Yesterday John called stating a team would be sent out today I confirmed availability. This morning I receive a call from someone stating they have been assigned to attend to my query and I must ensure availability any time during the day I made an excuse at work to not go in. Tell me why the same person is calling this afternoon past 4pm telling me they no longer going to make it they got held up in Khayelitsha, I now again have to confirm availability because apparently they will attend to me first thing tomorrow morning, mind you first thing tomorrow morning to him is 10am. So that means another day putting in excuses at work.
Karabo who attended to my complaint yesterday allured to the fact that we don't pay maintenance and call out fees as a way to ensure that we the consumers still get to enjoy Internet connection at an affordable price. My response to him was that because we pay less we must tolerate poor customer service almost as if this is just a favour, but he disputed that response and but now here we are.
Guess I have no choice but to wait again for tomorrow really not optimistic though.
Karabo who attended to my complaint yesterday allured to the fact that we don't pay maintenance and call out fees as a way to ensure that we the consumers still get to enjoy Internet connection at an affordable price. My response to him was that because we pay less we must tolerate poor customer service almost as if this is just a favour, but he disputed that response and but now here we are.
Guess I have no choice but to wait again for tomorrow really not optimistic though.
Ikeja's replyOfficial
03 Oct 2025, 16:29Good day Asive
Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration caused by the delays and miscommunication around your service request.
We would like to clarify that your internet issue has since been attended to, and our technical team has already completed the scheduled visit. We understand how disruptive this process has been for you, especially with the adjustments you had to make at work, and we regret the inconvenience caused.
Regarding your conversation with Karabo, please allow us to reaffirm our position: our goal is to keep internet services as affordable as possible for our clients, which is why we do not charge maintenance or call-out fees. However, this is never intended to imply that customers must accept poor service in return. We remain committed to delivering reliable support and ensuring that every client receives fair and professional service regardless of cost.
Your feedback has been taken seriously, and we are addressing the internal coordination issues that contributed to the delays you experienced. We are committed to improving communication so that situations like this are avoided in the future.
We truly value your patience and understanding, and we remain dedicated to providing you with a reliable service you can depend on.
Kind regards,
ikeja Support Team
Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration caused by the delays and miscommunication around your service request.
We would like to clarify that your internet issue has since been attended to, and our technical team has already completed the scheduled visit. We understand how disruptive this process has been for you, especially with the adjustments you had to make at work, and we regret the inconvenience caused.
Regarding your conversation with Karabo, please allow us to reaffirm our position: our goal is to keep internet services as affordable as possible for our clients, which is why we do not charge maintenance or call-out fees. However, this is never intended to imply that customers must accept poor service in return. We remain committed to delivering reliable support and ensuring that every client receives fair and professional service regardless of cost.
Your feedback has been taken seriously, and we are addressing the internal coordination issues that contributed to the delays you experienced. We are committed to improving communication so that situations like this are avoided in the future.
We truly value your patience and understanding, and we remain dedicated to providing you with a reliable service you can depend on.
Kind regards,
ikeja Support Team
Ikeja's reply03 Oct 2025, 16:29
Official
Good day Asive
Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration caused by the delays and miscommunication around your service request.
We would like to clarify that your internet issue has since been attended to, and our technical team has already completed the scheduled visit. We understand how disruptive this process has been for you, especially with the adjustments you had to make at work, and we regret the inconvenience caused.
Regarding your conversation with Karabo, please allow us to reaffirm our position: our goal is to keep internet services as affordable as possible for our clients, which is why we do not charge maintenance or call-out fees. However, this is never intended to imply that customers must accept poor service in return. We remain committed to delivering reliable support and ensuring that every client receives fair and professional service regardless of cost.
Your feedback has been taken seriously, and we are addressing the internal coordination issues that contributed to the delays you experienced. We are committed to improving communication so that situations like this are avoided in the future.
We truly value your patience and understanding, and we remain dedicated to providing you with a reliable service you can depend on.
Kind regards,
ikeja Support Team
Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration caused by the delays and miscommunication around your service request.
We would like to clarify that your internet issue has since been attended to, and our technical team has already completed the scheduled visit. We understand how disruptive this process has been for you, especially with the adjustments you had to make at work, and we regret the inconvenience caused.
Regarding your conversation with Karabo, please allow us to reaffirm our position: our goal is to keep internet services as affordable as possible for our clients, which is why we do not charge maintenance or call-out fees. However, this is never intended to imply that customers must accept poor service in return. We remain committed to delivering reliable support and ensuring that every client receives fair and professional service regardless of cost.
Your feedback has been taken seriously, and we are addressing the internal coordination issues that contributed to the delays you experienced. We are committed to improving communication so that situations like this are avoided in the future.
We truly value your patience and understanding, and we remain dedicated to providing you with a reliable service you can depend on.
Kind regards,
ikeja Support Team