NM
Niel M
1 reviews | Active since Jan 2015
07 Jun 2021, 15:28
Falls Advertising and bad service
So we upgraded to a Higher Wi-Fi package, with Legents Connect from 5MB/s Wireless package to 50MB/s Vumatel Fibre package, since legents connect said that would sort the problems we had with Wi-Fi. From R844 to R1115 per month. We did that in November 2020, New equipment new fiber line and the firs two months was great, then in January 2021 the problems started, and on going ever since, with no real effects in sorting our wi-fi problems. Rebooting routers twice a day, no wi-fi for hours on end. Legents blaming Vumatel and Vumatel blaming Legents Connect. We are paying R1200 pm for 50MB/s fiber, every day twice a day we have no internet, max speed tested 25MB/s not 50 MB/s. Unreliable Wi-Fi!!!! BAD Client Service
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Replies (9)0
Replies (9)
legends connect's replyOfficial
07 Jun 2021, 16:07Dear Niel,
Thank you for your review. We take customer satisfaction seriously and are glad to hear from you.
First, we would like to apologize for the frustration you've been experiencing recently. we want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
We're proud that you've selected our company as your internet service provider for the last four years, and we'd like the opportunity to resolve your concerns and earn your continued trust.
We've looked at our ticketing system and on 2 occasions our support department has offered to come out to check your signal from your house but this was refused.
When installing we offered to install our router so we can monitor it remotely and this too was refused as you insisted you have your own and would like to proceed with that one.
We are truly sorry for the inconvenience and hope to offer you better services in the future.
For any questions or further assistance, please email *** or call us at ***
Kind regards
Legends Connect Team
Thank you for your review. We take customer satisfaction seriously and are glad to hear from you.
First, we would like to apologize for the frustration you've been experiencing recently. we want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
We're proud that you've selected our company as your internet service provider for the last four years, and we'd like the opportunity to resolve your concerns and earn your continued trust.
We've looked at our ticketing system and on 2 occasions our support department has offered to come out to check your signal from your house but this was refused.
When installing we offered to install our router so we can monitor it remotely and this too was refused as you insisted you have your own and would like to proceed with that one.
We are truly sorry for the inconvenience and hope to offer you better services in the future.
For any questions or further assistance, please email *** or call us at ***
Kind regards
Legends Connect Team
legends connect's reply07 Jun 2021, 16:07
Official
Dear Niel,
Thank you for your review. We take customer satisfaction seriously and are glad to hear from you.
First, we would like to apologize for the frustration you've been experiencing recently. we want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
We're proud that you've selected our company as your internet service provider for the last four years, and we'd like the opportunity to resolve your concerns and earn your continued trust.
We've looked at our ticketing system and on 2 occasions our support department has offered to come out to check your signal from your house but this was refused.
When installing we offered to install our router so we can monitor it remotely and this too was refused as you insisted you have your own and would like to proceed with that one.
We are truly sorry for the inconvenience and hope to offer you better services in the future.
For any questions or further assistance, please email *** or call us at ***
Kind regards
Legends Connect Team
Thank you for your review. We take customer satisfaction seriously and are glad to hear from you.
First, we would like to apologize for the frustration you've been experiencing recently. we want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
We're proud that you've selected our company as your internet service provider for the last four years, and we'd like the opportunity to resolve your concerns and earn your continued trust.
We've looked at our ticketing system and on 2 occasions our support department has offered to come out to check your signal from your house but this was refused.
When installing we offered to install our router so we can monitor it remotely and this too was refused as you insisted you have your own and would like to proceed with that one.
We are truly sorry for the inconvenience and hope to offer you better services in the future.
For any questions or further assistance, please email *** or call us at ***
Kind regards
Legends Connect Team
NM
Niel M's updateReviewer Update
07 Jun 2021, 20:47The nice thing about Community Forums are, you get immediately feedback from other community members when things happen and although Legents connect may suggest that my case is isolated incident, communit feedback suggest that area members experience exactly the same problems as what I experience. Futher more, you wanted to replace my new router with a router that have a range limitations, which I told you would not work in my house. Secondly, you did not request a test at my house, you told me to requests a test and should the test not deliver a result I would have to pay a call out fee. I NEVER REFUSED THE TEST. I have been given the run around by you support team, with ridiculous request, from rebooting all devices, to adding cables to routers for speed tests. If you want, I will create a community form for community members that are with Legents connect and get feedback from them on a daily basis which I can them post here. The bottom line is, there is NO customer service, no support and I am not getting what you said I would get in the package you presented. That is false adverti*****t. The worst thing about it is, I am locked into a two year contract.
NM
Niel M's update07 Jun 2021, 20:47
Reviewer Update
The nice thing about Community Forums are, you get immediately feedback from other community members when things happen and although Legents connect may suggest that my case is isolated incident, communit feedback suggest that area members experience exactly the same problems as what I experience. Futher more, you wanted to replace my new router with a router that have a range limitations, which I told you would not work in my house. Secondly, you did not request a test at my house, you told me to requests a test and should the test not deliver a result I would have to pay a call out fee. I NEVER REFUSED THE TEST. I have been given the run around by you support team, with ridiculous request, from rebooting all devices, to adding cables to routers for speed tests. If you want, I will create a community form for community members that are with Legents connect and get feedback from them on a daily basis which I can them post here. The bottom line is, there is NO customer service, no support and I am not getting what you said I would get in the package you presented. That is false adverti*****t. The worst thing about it is, I am locked into a two year contract.
legends connect's replyOfficial
08 Jun 2021, 09:10We're so sorry to hear that your experience with our company has not met your expectations.
Customer satisfaction is our top priority, and we are truly sorry that wasn't demonstrated to you.
While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience we have caused you.
Customer satisfaction is our top priority, and we are truly sorry that wasn't demonstrated to you.
While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience we have caused you.
legends connect's reply08 Jun 2021, 09:10
Official
We're so sorry to hear that your experience with our company has not met your expectations.
Customer satisfaction is our top priority, and we are truly sorry that wasn't demonstrated to you.
While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience we have caused you.
Customer satisfaction is our top priority, and we are truly sorry that wasn't demonstrated to you.
While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience we have caused you.
NM
Niel M's updateReviewer Update
13 Jun 2021, 17:13Promises, promises... we are still facing interruptions and currently no wi-fi. Delays in receiving tickets and responses. I even had to change my email address to alleviate excuses of Legents receiving incomplete messages from me, Yet the are on time in taking R1115 from my back account and yet the bills are adding up on my side because I can't work from home. I lost 6 hours of work two weeks ago almost R4000 and Legents offered me R8.62.00 credit for the 6 hours.
NM
Niel M's update13 Jun 2021, 17:13
Reviewer Update
Promises, promises... we are still facing interruptions and currently no wi-fi. Delays in receiving tickets and responses. I even had to change my email address to alleviate excuses of Legents receiving incomplete messages from me, Yet the are on time in taking R1115 from my back account and yet the bills are adding up on my side because I can't work from home. I lost 6 hours of work two weeks ago almost R4000 and Legents offered me R8.62.00 credit for the 6 hours.
legends connect's replyOfficial
14 Jun 2021, 10:16 Dear Niel,
Thank you for reaching out to us.
We apologise that our ticketing system is causing issues when sending emails. We are busy investigating the matter. Note that the fibre installed within your area is FTTH, we understand that with the pandemic many people have been forced to work from home and make use of a "normal" home connection, with a best-effort service level and therefore we are only able to refund our clients on the hours of downtime. Should you wish we can add a Business Service Level agreement to your connection which will be set in place by our management team. If you provide the go ahead T&C's will be discussed as well as the cost involved, from thereon you would be able to make an informed decision about your connection.
For more enquires on the business packages, please email *** or call ***
kind regards,
Legends Connect
Thank you for reaching out to us.
We apologise that our ticketing system is causing issues when sending emails. We are busy investigating the matter. Note that the fibre installed within your area is FTTH, we understand that with the pandemic many people have been forced to work from home and make use of a "normal" home connection, with a best-effort service level and therefore we are only able to refund our clients on the hours of downtime. Should you wish we can add a Business Service Level agreement to your connection which will be set in place by our management team. If you provide the go ahead T&C's will be discussed as well as the cost involved, from thereon you would be able to make an informed decision about your connection.
For more enquires on the business packages, please email *** or call ***
kind regards,
Legends Connect
legends connect's reply14 Jun 2021, 10:16
Official
Dear Niel,
Thank you for reaching out to us.
We apologise that our ticketing system is causing issues when sending emails. We are busy investigating the matter. Note that the fibre installed within your area is FTTH, we understand that with the pandemic many people have been forced to work from home and make use of a "normal" home connection, with a best-effort service level and therefore we are only able to refund our clients on the hours of downtime. Should you wish we can add a Business Service Level agreement to your connection which will be set in place by our management team. If you provide the go ahead T&C's will be discussed as well as the cost involved, from thereon you would be able to make an informed decision about your connection.
For more enquires on the business packages, please email *** or call ***
kind regards,
Legends Connect
Thank you for reaching out to us.
We apologise that our ticketing system is causing issues when sending emails. We are busy investigating the matter. Note that the fibre installed within your area is FTTH, we understand that with the pandemic many people have been forced to work from home and make use of a "normal" home connection, with a best-effort service level and therefore we are only able to refund our clients on the hours of downtime. Should you wish we can add a Business Service Level agreement to your connection which will be set in place by our management team. If you provide the go ahead T&C's will be discussed as well as the cost involved, from thereon you would be able to make an informed decision about your connection.
For more enquires on the business packages, please email *** or call ***
kind regards,
Legends Connect
NM
Niel M's updateReviewer Update
17 Jun 2021, 05:31I don't think upgrading to business service will change anything, may be try and fix the existing package I am paying for. I have heard these promises before, and now I am stuck paying R1115 pm for wi-fi that's unreliable. I am not falling for that again.
NM
Niel M's update17 Jun 2021, 05:31
Reviewer Update
I don't think upgrading to business service will change anything, may be try and fix the existing package I am paying for. I have heard these promises before, and now I am stuck paying R1115 pm for wi-fi that's unreliable. I am not falling for that again.
NM
Niel M's updateReviewer Update
17 Jun 2021, 05:38I must add, the past week I have now noticed something new. The wi-fi line does not drop anymore BUT my wi-fi speed has come down significantly. I am paying for 50 MB/s up and down and lately the speed drops to 10MB/s. I am not getting the Wi-Fi speeds you promised me and the wi-fi lines is unreliable.
NM
Niel M's update17 Jun 2021, 05:38
Reviewer Update
I must add, the past week I have now noticed something new. The wi-fi line does not drop anymore BUT my wi-fi speed has come down significantly. I am paying for 50 MB/s up and down and lately the speed drops to 10MB/s. I am not getting the Wi-Fi speeds you promised me and the wi-fi lines is unreliable.
legends connect's replyOfficial
17 Jun 2021, 08:27Hi Niel, we truly understand your frustrations.
We would like to send a senior technician to come and resolve the connection problem at no cost to you.
We would also like to use a different router that we can monitor your speed and any other connection issues.
We would like to send a senior technician to come and resolve the connection problem at no cost to you.
We would also like to use a different router that we can monitor your speed and any other connection issues.
legends connect's reply17 Jun 2021, 08:27
Official
Hi Niel, we truly understand your frustrations.
We would like to send a senior technician to come and resolve the connection problem at no cost to you.
We would also like to use a different router that we can monitor your speed and any other connection issues.
We would like to send a senior technician to come and resolve the connection problem at no cost to you.
We would also like to use a different router that we can monitor your speed and any other connection issues.
NM
Niel M's updateReviewer Update
17 Jun 2021, 14:15Let's not waste each others time. We both know I am not the only person in the area that have these issues. The problem is not with the router. The problem lies between Legents connect and Vumatel, not on my side. May I suggest you sit with Vumatel and discuss a way forward. It is clear to me that I will need to get other legents clients on board with our complaints. I will ask all legents clients on public forms to add the frustration on Hello Peter.
NM
Niel M's update17 Jun 2021, 14:15
Reviewer Update
Let's not waste each others time. We both know I am not the only person in the area that have these issues. The problem is not with the router. The problem lies between Legents connect and Vumatel, not on my side. May I suggest you sit with Vumatel and discuss a way forward. It is clear to me that I will need to get other legents clients on board with our complaints. I will ask all legents clients on public forms to add the frustration on Hello Peter.