kH
kerry H
1 reviews | Active since Sept 2012
26 Jan 2019, 11:13
Don’t use this company for Fibre
I have had the most horrific experience with this Fibre company. There service is despicable and from putting in a new router to then refusing to attend to connect it to my service provider. They say they are not available yet I see them in my complex. Never use this company for Fibre, the employees are rude and unwilling to assist. My Fibre has been down for over a week and they couldn’t be bothered to answer calls or messages. If you ever run a business with this company be assured they will not be concerned should your Fibre line be down
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Netstream Africa's replyOfficial
28 Jan 2019, 13:22Hi Kerry,
Our apologies for the inconvenience which you have suffered from your internet service being offline. Please note, as was communicated on multiple occasions, the resetting of a router to its factory settings is an ISP related issue, which Netstream has no power over fixing. Despite this, Netstream has on multiple occasions attempted to fix this issue on your behalf despite the lack of proper procedures being followed - a call needs to be made to your ISP so that your router, which is not part of Netstream's equipment, can be set up again with your user details. If there is any issue with Netstream's fibre installation, the ISP would escalate to Netstream and we would attend to this accordingly. Despite this, our employees have on multiple occasions offered to tend to your connection problem, even extending into their personal time, in order to accommodate your availability. However, all of these appointments were missed, while our technicians had specifically traveled to site to assist. Only after this assistance was offered and not utilised did Netstream encourage you to log a call via your ISP (which had been advised as the correct procedure to follow, however Netstream was willing to assist regardless) - as there is a cutoff to the number of times a team can be sent to site for missed appointments; Netstream has not received a ticket from the ISP in question, which suggests that it is an internal ISP issue.
Netstream remains one hundred percent willing to assist with the issue you are experiencing, if you could kindly forward your logged ISP ticket to *** we can assist with an escalation immediately.
Kind regards,
The Netstream Team
Our apologies for the inconvenience which you have suffered from your internet service being offline. Please note, as was communicated on multiple occasions, the resetting of a router to its factory settings is an ISP related issue, which Netstream has no power over fixing. Despite this, Netstream has on multiple occasions attempted to fix this issue on your behalf despite the lack of proper procedures being followed - a call needs to be made to your ISP so that your router, which is not part of Netstream's equipment, can be set up again with your user details. If there is any issue with Netstream's fibre installation, the ISP would escalate to Netstream and we would attend to this accordingly. Despite this, our employees have on multiple occasions offered to tend to your connection problem, even extending into their personal time, in order to accommodate your availability. However, all of these appointments were missed, while our technicians had specifically traveled to site to assist. Only after this assistance was offered and not utilised did Netstream encourage you to log a call via your ISP (which had been advised as the correct procedure to follow, however Netstream was willing to assist regardless) - as there is a cutoff to the number of times a team can be sent to site for missed appointments; Netstream has not received a ticket from the ISP in question, which suggests that it is an internal ISP issue.
Netstream remains one hundred percent willing to assist with the issue you are experiencing, if you could kindly forward your logged ISP ticket to *** we can assist with an escalation immediately.
Kind regards,
The Netstream Team
Netstream Africa's reply28 Jan 2019, 13:22
Official
Hi Kerry,
Our apologies for the inconvenience which you have suffered from your internet service being offline. Please note, as was communicated on multiple occasions, the resetting of a router to its factory settings is an ISP related issue, which Netstream has no power over fixing. Despite this, Netstream has on multiple occasions attempted to fix this issue on your behalf despite the lack of proper procedures being followed - a call needs to be made to your ISP so that your router, which is not part of Netstream's equipment, can be set up again with your user details. If there is any issue with Netstream's fibre installation, the ISP would escalate to Netstream and we would attend to this accordingly. Despite this, our employees have on multiple occasions offered to tend to your connection problem, even extending into their personal time, in order to accommodate your availability. However, all of these appointments were missed, while our technicians had specifically traveled to site to assist. Only after this assistance was offered and not utilised did Netstream encourage you to log a call via your ISP (which had been advised as the correct procedure to follow, however Netstream was willing to assist regardless) - as there is a cutoff to the number of times a team can be sent to site for missed appointments; Netstream has not received a ticket from the ISP in question, which suggests that it is an internal ISP issue.
Netstream remains one hundred percent willing to assist with the issue you are experiencing, if you could kindly forward your logged ISP ticket to *** we can assist with an escalation immediately.
Kind regards,
The Netstream Team
Our apologies for the inconvenience which you have suffered from your internet service being offline. Please note, as was communicated on multiple occasions, the resetting of a router to its factory settings is an ISP related issue, which Netstream has no power over fixing. Despite this, Netstream has on multiple occasions attempted to fix this issue on your behalf despite the lack of proper procedures being followed - a call needs to be made to your ISP so that your router, which is not part of Netstream's equipment, can be set up again with your user details. If there is any issue with Netstream's fibre installation, the ISP would escalate to Netstream and we would attend to this accordingly. Despite this, our employees have on multiple occasions offered to tend to your connection problem, even extending into their personal time, in order to accommodate your availability. However, all of these appointments were missed, while our technicians had specifically traveled to site to assist. Only after this assistance was offered and not utilised did Netstream encourage you to log a call via your ISP (which had been advised as the correct procedure to follow, however Netstream was willing to assist regardless) - as there is a cutoff to the number of times a team can be sent to site for missed appointments; Netstream has not received a ticket from the ISP in question, which suggests that it is an internal ISP issue.
Netstream remains one hundred percent willing to assist with the issue you are experiencing, if you could kindly forward your logged ISP ticket to *** we can assist with an escalation immediately.
Kind regards,
The Netstream Team