Appalling Service and Support

<p>I have recently moved from the bustling metropolis of Johannesburg (where internet and phonelines are fairly easy to get), to a farm in the middle of nowhere. Having done hours of research and price comparisons, looking for a fast "UNCAPPED" internet option, my only option was to install a VSAT (satellite) as we do not have any phone lines out here. Internet Solutions Ignite came in as the most cost effective, and their sales team was very responsive and helpful - answering my millions of questions and guiding me towards the product that would serve me best. I went with their uncapped 15Mbps VSAT option. </p> <p>Great. Satellite was installed (for a small fortune and 10 days late). I was then charged pro-rata for the month of April even though it was only installed in May. They agreed to refund me this amount. </p> <p>Everything was working fine until 3 weeks into May when my line speed all but came to a grinding halt. After NUMEROUS follow ups, I was told that my line had been "throttled" to 3Mbps because I had reached my limit of 100GBs!!!! I flipped. At NO POINT had anyone told me of a soft cap. They responded saying "it's in the Terms & Conditions" (not only does one have to find the RIGHT terms and conditions document as there are many, you then have to read through pages and pages of fine print to find this clause that states that the VSAT uncapped will get throttled to 3Mbps once 100GBs is reached, and 128Kbps when 120GBs is reached!!!!!!! I feel very cheated and blindsided by this. I work from home and need an uncapped (unlimited) fast internet option. I have asked for the soft cap to be removed or adjusted to a higher usage amount but they won't budge or help. I have asked what their capped options are (because surely a 300GB cap that I can then top up if needed is better than being "throttled" at 100GBs with no way of increasing or then fixing the speed). I asked for these options on the 6th of June - I am still waiting. </p> <p>Each time I log an enquiry with the service desk, I get an email to say that "If your query has not been responded to or resolved to your satisfaction, please email us on ********** I have sent through my queries to this "escalations" department and have had ZERO feedback. Out of 4 emails dated 09 June, 13 June and twice on 22 June - I have not had a single response!!! I am unable to see my usage (I have asked how to do this multiple times with no response) so I have no idea if I am nearing my 100GB soft cap. My internet could come to a grinding halt at any moment. And nobody seems to be interested in helping me. </p> <p>My options out here are extremely limited and I am beyond frustrated at the lack of support and service. This was not the product that I was led to believe I was buying (and spent over R7,000 in the first month setting it up and getting it going), and it drives me crazy how these large institutions hide behind their fine print expecting us lay-people to not only know where to look or that we even understand what we are reading. I feel completely abandoned, frustrated and angry that nobody is willing to help me find a solution to this problem.</p>