LR
Lerato R

1 reviews | Active since Aug 2023

25 Nov 2024, 17:10

A Spectacle of Incompetence – X-Tend Fibre, The Unstable Circus Act

If there were an award for "World’s Most Consistently Inconsistent Internet Service Provider," X-Tend Fibre would win hands down. Picture this, they cut off your line without shame, refuse to make up for their constant inability to provide what you're paying for, and then audaciously demand full payment for a service so erratic, it should be named after the weather.

Fine, you pay them their ransom (sorry, "bill") under the promise that your line will be restored immediately. Do they deliver? Of course not! They’ll "send a technician tomorrow." Oh, tomorrow! The magical day where all broken promises go to die.

What kind of tech wizardry are they running over there that requires a day-long summoning ritual to unsuspend a line they already collected payment for? Maybe they’re still stuck in the stone age, chiseling “internet reconnection requests” on slabs of rock and waiting for a carrier ***eon to deliver them.

Here’s a suggestion, how about you spend less time perfecting your copy-pasted excuses and more time investing in infrastructure that actually works? Your services are as stable as a house of cards in a wind tunnel, and your customer service is the cherry on top of this disaster sundae – unhelpful, dismissive, and full of empty promises.

Save yourself the headache and look elsewhere. X-Tend Fibre isn’t just unreliable; they’re a masterclass in how NOT to run a business. Zero stars if I could. Actually, give them negative stars, because they owe me time, sanity, and the internet service I never actually got.

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Replies (1)
Netx Tech t/a Xtend Fibre
Netx Tech t/a Xtend Fibre's reply28 Nov 2024, 10:41
Official
Dear Customer 

Thank you for sharing your feedback with us. We are genuinely sorry to hear about your frustration with our service, and we sincerely apologize for the inconvenience you’ve experienced.

At Xtend Fibre, we take all customer concerns seriously, and we regret that your experience did not meet your expectations. After reviewing your account, we found three support tickets logged for your line. These tickets were opened and resolved as follows:

  • April 15, 2024, 19:49 – April 16, 2024, 08:19
  • October 22, 2024, 11:28 – October 22, 2024, 16:38
  • November 25, 2024, 16:35 – November 26, 2024, 10:31

In each instance, we responded promptly and worked diligently to resolve the issues as quickly as possible. 

However, we acknowledge that there were delays in the resolution process, and we sincerely apologize for this. 

Your feedback helps us improve, and we will work to enhance both our operations and communication.

We also understand your concern regarding the reconnection delay and the inconvenience it caused. 

Please know that we are looking into the gap in service restoration and will take the necessary steps to ensure that issues are resolved as efficiently as possible going forward.

We deeply value your comments about our customer service and are addressing the areas you've highlighted to improve future interactions. 

We are committed to delivering the best possible experience, and we regret that we fell short during your recent interaction with us.

If you would like to discuss this further or need additional assistance, please don’t hesitate to reach out to us directly. We appreciate your patience and understanding.

Best regards,

Xtend Fibre Customer Support