Ongoing Service Failures and Lack of Accountability

My experience with Netstar has been extremely frustrating and disappointing.

I requested cancellation of my contract due to multiple ongoing issues, including poor customer care, an ineffective call centre, disconnection between departments, and a lack of accountability. Communication has been inconsistent, with repeated failures to follow through on commitments to send emails or provide feedback. The overall impression is one of “passing the buck,” with no continuity of care or ownership of the issue.

A particular concern has been the response to emergency/panic button testing — while the signal was received, follow-up calls were inconsistent (significantly delayed or absent). This raises serious concerns about reliability in situations where response time is critical.

In addition, I have experienced billing inconsistencies and repeated disregard for my time, with commitments not being honoured.

Most recently, following escalation, a sales line manager contacted me on 19 March and undertook to call me back on Monday, 23 March at 14h00. This did not occur, and no further communication was received despite multiple follow-up emails on my side. I do not have direct contact details for him, which leaves me reliant on the call centre or general support channels, requiring me to restart the process each time.

I requested cancellation three weeks ago. These ongoing issues are now delaying the finalisation of my cancellation, leaving me stuck in a process that should have been straightforward.

Overall, the experience has been characterised by poor communication, lack of accountability, and an inability to resolve issues efficiently.

I would strongly caution others considering Netstar.