Disappointing "Service" Experience with Jenny Internet

Overall, my experience with Jenny Internet has been mostly positive, with a stable connection for the most part. However, at R999 for 20Mbps, it is significantly more expensive compared to fiber., so the expectations of at least average service should be met. Well, far from it.

On February 1st, my connection dropped and was later restored, but I began experiencing frequent disconnections and high latency. I logged a ticket on February 2nd, and for the next 20 days, I struggled with ongoing connectivity issues.

During the first week of calling in several times daily through the whole process, I was put through the same repetitive troubleshooting steps. Then, one day, I spoke with an agent named Sean, who informed me that there was no information on my ticket. These agents were running me through these loops and not even updating their system. This was beyond frustrating—an entire week of wasted time and airtime, with no progress made.

During the process, I was supplying daily traceroute data for tests I was running for hours showing them the issue was not on my side. using apps like WinMTR and Wireshark and many speedtest.net results. It took 2 weeks of this just to finally get their "Advanced support team" in to take a look.

Some names of these agents: Bhavan Josh Sheldon Mikyle Ayanda Simphiwe Justin Duncan Rashvi

The only agent who provided any meaningful assistance was Avikaar (who was the first agent on the ticket). Out of the all the agents I dealt with, he was the only one who followed up with updates as promised. Every other agent assured me they would call back, yet never did.

Despite multiple requests, I have yet to receive any billing adjustment for nearly a full month of unusable service. During this time, I had to rely on mobile data to continue my remote work.

With Starlink on the horizon, one would expect a company serving areas without fiber to prioritize service quality and customer satisfaction. Given how poorly Jenny Internet handled my issue, I can confidently say that bad service will be the main reason customers switch to Starlink the moment it becomes available.

I understand that every company needs to make money, but customer service should always come before the blatant push to extract more from customers. I used to pay almost R1,500 for a 20Mbps connection. Then one day, I received a message saying, "We’re giving you a free 5Mbps upgrade on your connection."

Excited, I thought, "Great!"—but I was a fool for not checking my invoice. What they were actually doing was reducing the price of their 20Mbps service to R999 and disguising it as a free upgrade. If you check their website, they don’t even offer a 25Mbps wireless connection in Normandien.

This speaks volumes about how they operate and the way they think. Instead of clear, honest communication, they choose to mislead their customers.