KH
Kerry H
1 reviews | Active since Feb 2024
07 Apr 2025, 15:28
Stability, nat type, CAPTCHA issues
We have been having endless issues with our internet lately. Everytime we report an issue, we only get contacted the next day with solutions, but by that time the issue is normally resolved. Our NAT type used to be moderate but since the fibre break, it is now on strict which is causing us alot of trouble, on top of the fact that it doesn't work in certain areas of the house like it did before the fibre break. Every time we try to Google something, we are interrupted with CAPTCHA questions asking us to verify that we aren't robots. Apps used to log into games on the computers don't allow us in and it says there is a problem with the internet/router. The internet is not stable at all anymore, it has random times that it just dies and then we have to restart the internet. Also, after big downloads, it seems like we are being throttled as the internet speed drops drastically. Please could you sort this out as it is getting boring asking for assistance but never having the issues resolved.
Helpful (0)
Replies (3)0
Replies (3)
Jenny Internet's replyOfficial
07 Apr 2025, 16:41Hi Kerry,
Thank you for taking the time to share your experience. We're truly sorry to hear about the ongoing issues you've been facing with your internet service — we completely understand how frustrating this must be, especially when it affects your daily online activities like gaming, browsing, and streaming.
We’d like to sincerely apologise for the delayed responses and recurring connectivity problems. The NAT type change and CAPTCHA interruptions you're experiencing can indeed point to deeper network-related issues that should not persist after a fibre break has been resolved. The random disconnections and potential speed throttling after downloads are also concerning and absolutely not the experience we want you to have.
We would really appreciate the opportunity to look into your account in detail and escalate this to our technical team for a more thorough investigation. Please send us your account reference number, and we’ll prioritise your case to ensure a permanent resolution is found.
Thank you again for your patience — we value you as our customer and are committed to restoring the quality of service you rightfully expect.
Warm regards,
Amanda Mbatha
Thank you for taking the time to share your experience. We're truly sorry to hear about the ongoing issues you've been facing with your internet service — we completely understand how frustrating this must be, especially when it affects your daily online activities like gaming, browsing, and streaming.
We’d like to sincerely apologise for the delayed responses and recurring connectivity problems. The NAT type change and CAPTCHA interruptions you're experiencing can indeed point to deeper network-related issues that should not persist after a fibre break has been resolved. The random disconnections and potential speed throttling after downloads are also concerning and absolutely not the experience we want you to have.
We would really appreciate the opportunity to look into your account in detail and escalate this to our technical team for a more thorough investigation. Please send us your account reference number, and we’ll prioritise your case to ensure a permanent resolution is found.
Thank you again for your patience — we value you as our customer and are committed to restoring the quality of service you rightfully expect.
Warm regards,
Amanda Mbatha
Best regards,
Jenny Internet's reply07 Apr 2025, 16:41
Official
Hi Kerry,
Thank you for taking the time to share your experience. We're truly sorry to hear about the ongoing issues you've been facing with your internet service — we completely understand how frustrating this must be, especially when it affects your daily online activities like gaming, browsing, and streaming.
We’d like to sincerely apologise for the delayed responses and recurring connectivity problems. The NAT type change and CAPTCHA interruptions you're experiencing can indeed point to deeper network-related issues that should not persist after a fibre break has been resolved. The random disconnections and potential speed throttling after downloads are also concerning and absolutely not the experience we want you to have.
We would really appreciate the opportunity to look into your account in detail and escalate this to our technical team for a more thorough investigation. Please send us your account reference number, and we’ll prioritise your case to ensure a permanent resolution is found.
Thank you again for your patience — we value you as our customer and are committed to restoring the quality of service you rightfully expect.
Warm regards,
Amanda Mbatha
Thank you for taking the time to share your experience. We're truly sorry to hear about the ongoing issues you've been facing with your internet service — we completely understand how frustrating this must be, especially when it affects your daily online activities like gaming, browsing, and streaming.
We’d like to sincerely apologise for the delayed responses and recurring connectivity problems. The NAT type change and CAPTCHA interruptions you're experiencing can indeed point to deeper network-related issues that should not persist after a fibre break has been resolved. The random disconnections and potential speed throttling after downloads are also concerning and absolutely not the experience we want you to have.
We would really appreciate the opportunity to look into your account in detail and escalate this to our technical team for a more thorough investigation. Please send us your account reference number, and we’ll prioritise your case to ensure a permanent resolution is found.
Thank you again for your patience — we value you as our customer and are committed to restoring the quality of service you rightfully expect.
Warm regards,
Amanda Mbatha
Best regards,
KH
Kerry H's updateReviewer Update
07 Apr 2025, 16:49Good day, thank you for the response, the customer number is ***5. Please could I have feedback as soon as possible?
KH
Kerry H's update07 Apr 2025, 16:49
Reviewer Update
Good day, thank you for the response, the customer number is ***5. Please could I have feedback as soon as possible?
Jenny Internet's replyOfficial
08 Apr 2025, 07:46Hi Kerry
Thank you for the customer code. I have checked on the profile and I see there is a credit note request ticket (***) that has been opened I will be checking up on it.
There is also a ticket for the speed problem, which is ***. I am going to arrange with the support department to give you a call as soon as possible
Regards
Thank you for the customer code. I have checked on the profile and I see there is a credit note request ticket (***) that has been opened I will be checking up on it.
There is also a ticket for the speed problem, which is ***. I am going to arrange with the support department to give you a call as soon as possible
Regards
Best regards,
Jenny Internet's reply08 Apr 2025, 07:46
Official
Hi Kerry
Thank you for the customer code. I have checked on the profile and I see there is a credit note request ticket (***) that has been opened I will be checking up on it.
There is also a ticket for the speed problem, which is ***. I am going to arrange with the support department to give you a call as soon as possible
Regards
Thank you for the customer code. I have checked on the profile and I see there is a credit note request ticket (***) that has been opened I will be checking up on it.
There is also a ticket for the speed problem, which is ***. I am going to arrange with the support department to give you a call as soon as possible
Regards
Best regards,