Unprofessional service and failed to provide committed services

We use Neotel’s service from Liquid Telecom to suffice our internet requirement in our office premises for 8 years under account number E***. We usually faced stability issues and downtime multiple times with their services. We have to continue with them as in office building (Sinosteel Plaza, Sandton), no other good service provider is allowed in this premise.

We have placed an order to upgrade the internet speed from 5 Mbps to 30 Mbps on 5th August 2019 and got to know there are some payments due. I checked with my finance team and got to know that we haven’t received the invoices in the last few months. After receiving all the invoices, we have cleared the outstanding dues on 6th September so that you can proceed ahead with the upgrade order.

On 6th September we have again placed the upgrade order and have been promised to get an upgrade in place by next week. From the 6th of September, I am following up on this upgrade order and just receiving promises that the order will be effective soon. I have escalated this to Liquid Telecom multiple times that our speed is still not upgraded to 30 Mbps but no solution received till today.

Even, we have received an invoice with the new amount according to the 30 Mbps plan without the upgrade been effective at our premises.

After getting fed up with doing multiple follow-ups and escalations but haven’t received any response or solution regarding the order we have placed on 6th September to upgrade our internet speed as well as on the queries I have raised.

I have sent an email about this to the General Manager to bring in his notice about the issues I am facing from the Liquid Telecom team. But I have received any response from their senior management as well. After trying hard I have canceled the order but still didn’t receive any response on that email as well.

YES, BUT I GET THE INVOICE TIME TO TIME WITH THE AMOUNT WHICH WE HAVEN’T BEEN PROVIDED YET.