Worst Fibre Provider in Sa

Thank you. We will investigate all the correspondence and discuss in detail internally so we can get a satisfactory resolution. Enjoy the rest of the weekend. 

Hi Deon, sorry to hear that. I will ensure the team cancels your service on Monday. 

Hi Deon,  I have completed my investigation into your matter and will go into detail below.  I would first like to clear up a common misconception which will assist you in future engagements with other providers.  Internet service providers do not sell Wi-Fi , they sell fibre internet which is connected to a Wi-Fi enabled router. Wi-Fi routers can only cover a limited area.  Wi-Fi is something providers have no control over and can’t guarantee due to the huge amount of variables that are outside our control, this could be related to the number of Wi-Fi networks that are competing for Wi-Fi frequency, other electronic devices and also the physical composition of the walls and the size of the premises you are trying to cover and the location of all the devices trying to connect to the Wi-Fi enabled router provided.  
We have taken the time to construct an article that explains Wi-Fi challenges and what can be implemented to improve. https://www.mindthespeed.co.za/increase-wifi-signal Most providers will however try assist and guide customers in improving their Wi-Fi signal so they have a better experience on the service provided. I interviewed each engineer involved and also studied the correspondence between Mind the Speed and yourself. Based on various email correspondence and the conversations with the engineers I have to strongly disagree with your statements regarding the lack of support, communication and service. In fact I was very impressed with the professionalism, advise and patience that was app****.  We have swapped out your router with an alternative brand at no additional cost to eliminate any potential issues with the Wi-Fi on the original router supp**** and that was handled promptly.  We have used our router management system to remotely test the line speed on the router connected directly to the fibre line and confirmed we getting the full provisioned capacity, eliminating the fibre line as an issue. We have also used our router management system to analyse the neighbouring Wi-Fi channels being used to ensure your router is on a open channel or less congested channel.  You also advised our engineer that the one device being a TV is a fair distance from the Wi-Fi router we supp**** which may be too far from the router.  We have suggested that you add an access point to your home environment which will increase the Wi-Fi coverage and assist in improving your experience. If this solution does not improve then laying a network cable between your TV and router would be a solution as well.  You have also advised that your neighbours Wi-Fi has a stronger signal in your property. There could be a number of reasons for this, it could be the location, it could also be a high powered Wi-Fi router, as they have a tendency to grab all Wi-Fi frequencies available which will have a negative impact on your Wi-Fi network.  At this point the above are all possibilities and speculation, as mentioned at the beginning of my response there are many elements that can affect Wi-Fi performance.  I understand that adding additional equipment will incur costs but unfortunately there is no way to extend Wi-Fi without some sort of additions to your home network. We are only too willing to assist you in applying the correct solution. Please feel free to use external resources on the internet to verify what I have relayed above for your piece of mind.  I have asked the team to process your cancellation as you have imp****. When the team engages please feel free to confirm if you would like to proceed or if you would allow us the opportunity to get a working solution based on our suggestions.  Appreciate you taking the time to offer your opinion and for us to investigate and ensure we are in fact offering the service that is expected. 

Thank you 

Regards,
Mind the Speed Management 

Hi Deon, I noticed you have not canceled your service with Mind the Speed. I presume you are happy with the service received. If we can assist any further please let us know. Regards MTS Management 

Hi Deon, Thank you for the response. As explained there is something affecting the wireless signals at your premise which we cant control. The routers we supply are not the cheapest, we supply good quality routers that have be qualified through a testing process.  We have spent a lot of time assisting you in trying to tweak the Wi-Fi and at this point there is nothing more we can offer other than the advice already given. We have been engaging on the ticket proactively. If you require any further assistance and you choose to possibly implement the recommendations provided and need further assistance please let us know . Have an awesome weekend.