Poor Customer Service

My internet has been off for the past 4 days without communication as to what is going on.

On the 5th December 2023 morning I called customer care and was informed there was an outage but the internet would be restored by 09:00. When I queried as to why I was not informed, the lady could not give a reason and informed me that she would escalate it to the supervisor. Who would be in contact with me, but nothing happened.

When I got home later that evening internet was still off and when I called, the gentlemen could not ascertain why it was off, but informed me that a technician would be despatched, I waited the whole night but nothing happened, I was furious as I had work to do and submission that I had to complete.

When I called this morning, I was informed by a consultant that they saw a call had been logged but still do not understand why my internet was off. When I asked why no communication was not sent, she still did not have an answer for me. I was informed that this would be resolved by this afternoon.

So I decided to call again just after 17:00 to find out if this had been resolved, first lady said she wanted to check what the issue was as it was still not resolved, but later hung up the phone on me. I called again and a gentleman assisted me, and told me that you are installing a new fibre and that the internet will only come back tomorrow. When I asked again how come no formal communication was issued, again no valid reason.

Next day, still nothing was done, and I called again to follow up but was informed its not an outage, but technician will be sent and my call escalated.

Still today nothing has been resolved, and everytime, in the morning my calls get put on hold and no gets back to me.

I am frustrated as this hinders my ability to work from home, which is main reason I installed fibre, and what I find strange is that invoices are sent early and failure to make payment is immediate suspension of internet, but when you query there is no sense of urgency.

Again now I have called and still nothing, emailed complaints and finance department still no response.