Poor Service

I would like to express my dissatisfaction with the service I received during a 36 minute phone call with one of your technicians, Anele Monkwenyane, on 19/09/2024 at 19:40pm.

The purpose of my call was to address very slow internet speeds that I have been experiencing for a week, but rather than resolving the issue, the technician insisted I test the line using a LAN cable connected to my laptop and router. While my laptop was available, the LAN cable was behind tubing and connected to my son’s PC in a tight space and was not easily accessible. When I asked about alternatives or what would happen if I didn’t have a laptop or LAN cable, the technician unhelpfully rep****, “Well, I will have to get one,” which I found dismissive and unprofessional!

Furthermore, I was informed that I would be charged a call-out fee if there was damage to the cable. This is unacceptable, as the technician failed to provide any meaningful support or alternative solutions. The problem with the slow speed (8.77 Mbps download and 4.05 Mbps upload, as shown in the attached screenshot) still persists.

Despite my best efforts to explain the issue, the technician seemed unsure of what needed to be done and failed to offer any effective solutions. This lack of competence not only wasted my time but also my cellphone usage during the 36 minute call, and has left the issue unresolved, causing further inconvenience and frustration.

I expect a higher standard of service from your company, and this experience has been extremely disappointing.

I kindly request that you address this matter promptly and provide a suitable resolution.

Sincerely, Nishada Sevpersad [***]