1 reviews | Active since Jun 2014
Poor poor service
Terrible experience with this company and would not recommend it to anyone. I signed up with them and paid for installation and pro-rata amount for a 25MB line and I was getting on average 2MB with constant downtime. I was logging a support ticket everyday and they wanted to change the satellite with an old satellite. Eventually the connection was "sorted" after more than 7 days but it constantly drops around 9pm everyday. The support guy told me the reason for the drop is because many people (other clients) will be connected to the same tower I use. I logged a downtime credit on the 28th of May and I was told it would be sorted on the 5th of June (still waiting). This morning I was pleasantly surprised to receive an SMS and Email saying that my account was in arrears despite me paying and sending them the proof of payment. I then spoke to their agent and she managed to locate my payment and allocate it to my account. I then followed up on the downtime credit and she said she was the only one in the office and would follow up and make sure it is sorted tomorrow. Would never recommend this to anyone, rather get Starlink.
Thank you for your detailed feedback and for bringing your concerns to our attention. We sincerely apologise for the inconvenience and frustration you’ve experienced.
Your expectations for a reliable connection and responsive support are completely valid, and we acknowledge that your experience has fallen short of what we promise to deliver.
We are very sorry for:
The extended delays in resolving your connectivity issues.
The substandard speeds and nightly drop-offs you’ve had to deal with.
The delay in processing your downtime credit request.
The confusion around your payment, which should never have resulted in an arrears notice.
We’ve escalated your case to both our technical and billing teams as a matter of urgency. A senior representative will reach out to you directly to:
Confirm the correct allocation of your payment.
Finalise your downtime credit as initially promised.
Investigate the recurring night-time drop in connection quality and propose a more sustainable long-term solution.
We appreciate your patience and deeply regret that your first experience with us has been so disappointing. While we understand your current sentiment, we’re committed to regaining your trust and providing the service you originally signed up for.
Kind regards,
Amanda
Thank you for your detailed feedback and for bringing your concerns to our attention. We sincerely apologise for the inconvenience and frustration you’ve experienced.
Your expectations for a reliable connection and responsive support are completely valid, and we acknowledge that your experience has fallen short of what we promise to deliver.
We are very sorry for:
The extended delays in resolving your connectivity issues.
The substandard speeds and nightly drop-offs you’ve had to deal with.
The delay in processing your downtime credit request.
The confusion around your payment, which should never have resulted in an arrears notice.
We’ve escalated your case to both our technical and billing teams as a matter of urgency. A senior representative will reach out to you directly to:
Confirm the correct allocation of your payment.
Finalise your downtime credit as initially promised.
Investigate the recurring night-time drop in connection quality and propose a more sustainable long-term solution.
We appreciate your patience and deeply regret that your first experience with us has been so disappointing. While we understand your current sentiment, we’re committed to regaining your trust and providing the service you originally signed up for.
Kind regards,
Amanda