1 reviews | Active since Aug 2024
Urgent Escalation – Ongoing Service Failure for 2 Months
Hello, I am extremely frustrated at this point. For the past two months, your teams have been to my home multiple times and my connection still disconnects every 10 minutes. I am paying 100% of my monthly fee, yet I cannot utilize your service even 50% of the time. The instability has been continuous, unresolved, and completely unacceptable. In addition, your WhatsApp support response times are extremely poor, making the situation even more frustrating because I can’t get timely help when the service fails. I am well beyond irritated now. I need this matter urgently escalated to a senior technician or network specialist — not another basic call-out that leads nowhere. I am also requesting a service credit or refund for the period during which the service has been unusable. Please treat this as urgent. Thank you.
Thank you for reaching out. We’d like to sincerely apologise for the ongoing instability of your connection and for the poor support experience you’ve described. This is not the level of service we aim to provide, and your frustration is completely understandable.
Following our recent call, we have reviewed the full history of your connection and previous maintenance visits. Based on this investigation, your case has now been formally escalated to a senior network engineer for further in-depth analysis to identify and resolve the root cause of the frequent disconnections. This is not being treated as a routine call-out.
We appreciate you allowing us the opportunity to investigate this further, and as discussed, we will personally follow up with you once feedback is received from our senior network team. Your matter is being handled as urgent.
Regarding your request for a service credit or refund, this will be reviewed once the technical assessment is complete, and we will ensure it is addressed fairly.Thank you for your patience and for bringing this to our attention. We are committed to resolving this matter and restoring your service to the standard you deserve.
Kind regards,
ikeja Support Team (M.D)
Thank you for reaching out. We’d like to sincerely apologise for the ongoing instability of your connection and for the poor support experience you’ve described. This is not the level of service we aim to provide, and your frustration is completely understandable.
Following our recent call, we have reviewed the full history of your connection and previous maintenance visits. Based on this investigation, your case has now been formally escalated to a senior network engineer for further in-depth analysis to identify and resolve the root cause of the frequent disconnections. This is not being treated as a routine call-out.
We appreciate you allowing us the opportunity to investigate this further, and as discussed, we will personally follow up with you once feedback is received from our senior network team. Your matter is being handled as urgent.
Regarding your request for a service credit or refund, this will be reviewed once the technical assessment is complete, and we will ensure it is addressed fairly.Thank you for your patience and for bringing this to our attention. We are committed to resolving this matter and restoring your service to the standard you deserve.
Kind regards,
ikeja Support Team (M.D)