What has gone wrong

December 2015 I joined BSIT as my ISP, despite my reservations against Wireless internet. Fibre is still not available in my area and my options are Telkom ADSL or Wireless through BSIT. I don't think I have to say much about Telkom ADSL, but I was on that for over 4 years before making the move away as the experience was terrible as we all know it is.

To start off with the experience with BSIT was great. The 6Mbps connection actually gave me full 6Mbps, it was stable, always on, online gaming was great and downloads were always running at 6Mbps 24/7 for some games I were downloading onto PS4 or Xbox One. Customer service was always available until late at night even on weekends.

But then....

Recently (at least for the last 6 months) the experience has taken a 180 degree turn. Call centre hours have been drastically cut, emails with complaints are sometimes ignored for up to 3 weeks and the actually connection issues abound. Daily disconnections of more than 2 minutes multiple times a day, online lag that renders competitive games unplayable most of the time and a very lackadaisical attitude towards client complaints.

The only good thing I can still say about BSIT is that they upgrade the speeds frequently at no extra costs. I am now on 15Mbps at the same price as I was in December 2015, but what does that help if the connection is more unreliable that ever and the customer support has gone to the dogs?

I am hoping that this reaches someone at BSIT that has the influence to rock the boat and get BSIT back on track, because when they focused, they offered a great experience to the customer. A shame that with that focus gone or shifted elsewhere, I simply can't recommend them to anyone anymore.