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Oatley C

1 reviews | Active since Nov 2013

19 Dec 2022, 09:36

Bad bad bad service

I havr been with level 7 for many years and I have always been happy. But service I have received in the last 3 days has been redicilous, my intetnet has been off for 3 days. After many calls and whatsapps and more I was constantly told that it is problem from the fibre service and not them. I got hold of the the service manager Christopher, who yold me if I update my account from a home fibre to business fibre they get my problem resolved within 4 hours otherwise I will need to wait 24 to 72 business hours. This sounds like a money making scheme, am I not supposed to get the same service irrelevant of what account I have? Telling me they can't do **** and I just have to wait 24 to 72 hours.

This is so unprofessional and I will not recommend Level 7 to anyone ever again, where I have always praised and recommended.

Very very unhappy and disappointed

0
Replies (1)
Level-7 Internet
Level-7 Internet's reply19 Dec 2022, 13:34
Official
Good day Mr Coetzer, we apologise for the inconvenience caused. We unfortunately are at the mercy of Openserve to resolve the issue as they provide the infrastructure. Your service with Openserve is a standard FTTH service with no SLA (like most circuits in the country), Openserve has recently introduced an SLA based service that basically escalates the issue and reduces the MTR (Mean time to repair) however this service has a higher cost hence why Christopher mentioned it to you. The only reason for mentioning this was to make you aware of the fact that this service is now available to all Openserve customers for individuals like yourself who are more sensitive to downtime. Your issue has been escalated to Openserve and due to the long weekend things have been a bit slower but we are confident that the issue will be resolved soon.