JM
Juraida M
1 reviews | Active since Dec 2022
29 Sept 2025, 07:22
Bad service worse service
As a paying customer we which receive some sort of service.. 2 weeks I've been trying to get hold of them no answer yet they reply on what's app. None of the numbers I call go through. I have ticket numbers as my router is 3 orange lights. 860 and 873..the only communication we get is the invoice.. When trying to get hold of them.. They send a remote email and that's it. They promised to call they don't. Nothing gets done but they send a email saying your issue is resolved.
Helpful (0)
Replies (6)0
Replies (6)
Netx Tech t/a Xtend Fibre's replyOfficial
29 Sept 2025, 08:29 Good day, Thank you for your feedback. We have reviewed your account and can confirm that three tickets were previously logged regarding your internet going offline at night. According to our system, these were addressed by our technical team at the time. If you feel this was not the case, kindly let us know so that we may investigate further. The two new tickets you logged over the weekend relate to a different issue. The three orange lights on your router indicate a fibre fault, which requires further investigation. Your ticket has been escalated to the field team, who will be in contact with you to arrange a suitable time to attend to the problem. We sincerely apologise for the disruption and appreciate your patience while we work to resolve this matter.
Netx Tech t/a Xtend Fibre's reply29 Sept 2025, 08:29
Official
Good day, Thank you for your feedback. We have reviewed your account and can confirm that three tickets were previously logged regarding your internet going offline at night. According to our system, these were addressed by our technical team at the time. If you feel this was not the case, kindly let us know so that we may investigate further. The two new tickets you logged over the weekend relate to a different issue. The three orange lights on your router indicate a fibre fault, which requires further investigation. Your ticket has been escalated to the field team, who will be in contact with you to arrange a suitable time to attend to the problem. We sincerely apologise for the disruption and appreciate your patience while we work to resolve this matter.
JM
Juraida M's updateReviewer Update
29 Sept 2025, 08:55Yes for 2 weeks I've been trying to get hold of them relating to the issue where it goes off at night they just sent a email saying it's resolved when nothing or no one has contacted me. Please provide a email address where u can send proof of calls and emails and WhatsApp made with ticket numbers also screenshots of the times and speed tests done
JM
Juraida M's update29 Sept 2025, 08:55
Reviewer Update
Yes for 2 weeks I've been trying to get hold of them relating to the issue where it goes off at night they just sent a email saying it's resolved when nothing or no one has contacted me. Please provide a email address where u can send proof of calls and emails and WhatsApp made with ticket numbers also screenshots of the times and speed tests done
Netx Tech t/a Xtend Fibre's replyOfficial
29 Sept 2025, 09:37Good day,
Thank you for your response.You are welcome to send proof of calls, emails, WhatsApp messages, ticket numbers, and speed test results to *** so that we can investigate this further.We will look into why your previous tickets were closed without a proper resolution. Please note, however, that the current issue with the three orange lights on your router must first be resolved before we can properly address the underlying concern of your connection going offline at night.We appreciate your patience and will ensure that this matter is prioritised.
Thank you for your response.You are welcome to send proof of calls, emails, WhatsApp messages, ticket numbers, and speed test results to *** so that we can investigate this further.We will look into why your previous tickets were closed without a proper resolution. Please note, however, that the current issue with the three orange lights on your router must first be resolved before we can properly address the underlying concern of your connection going offline at night.We appreciate your patience and will ensure that this matter is prioritised.
Netx Tech t/a Xtend Fibre's reply29 Sept 2025, 09:37
Official
Good day,
Thank you for your response.You are welcome to send proof of calls, emails, WhatsApp messages, ticket numbers, and speed test results to *** so that we can investigate this further.We will look into why your previous tickets were closed without a proper resolution. Please note, however, that the current issue with the three orange lights on your router must first be resolved before we can properly address the underlying concern of your connection going offline at night.We appreciate your patience and will ensure that this matter is prioritised.
Thank you for your response.You are welcome to send proof of calls, emails, WhatsApp messages, ticket numbers, and speed test results to *** so that we can investigate this further.We will look into why your previous tickets were closed without a proper resolution. Please note, however, that the current issue with the three orange lights on your router must first be resolved before we can properly address the underlying concern of your connection going offline at night.We appreciate your patience and will ensure that this matter is prioritised.
JM
Juraida M's updateReviewer Update
29 Sept 2025, 11:41The information provided isn't visible please message me directly or privately..
Understandable to get to the bottom for that issue it has to be working. If possible do you know when will I be contacted had to leave home and work elsewhere until my internet is back. This is a big inconvenience and need to be home to let the technicians in
Thank you
Understandable to get to the bottom for that issue it has to be working. If possible do you know when will I be contacted had to leave home and work elsewhere until my internet is back. This is a big inconvenience and need to be home to let the technicians in
Thank you
JM
Juraida M's update29 Sept 2025, 11:41
Reviewer Update
The information provided isn't visible please message me directly or privately..
Understandable to get to the bottom for that issue it has to be working. If possible do you know when will I be contacted had to leave home and work elsewhere until my internet is back. This is a big inconvenience and need to be home to let the technicians in
Thank you
Understandable to get to the bottom for that issue it has to be working. If possible do you know when will I be contacted had to leave home and work elsewhere until my internet is back. This is a big inconvenience and need to be home to let the technicians in
Thank you
JM
Juraida M's updateReviewer Update
29 Sept 2025, 13:13Hi I spoke to dipuo earlier today she said the technicians will be here at 1pm I contacted the number that ends with 55...now they saying the technicians just left then the lady just stops talking.. When asked what when will they be here as it is pass 1pm..please hiring people that know customer service and want to work
JM
Juraida M's update29 Sept 2025, 13:13
Reviewer Update
Hi I spoke to dipuo earlier today she said the technicians will be here at 1pm I contacted the number that ends with 55...now they saying the technicians just left then the lady just stops talking.. When asked what when will they be here as it is pass 1pm..please hiring people that know customer service and want to work
Netx Tech t/a Xtend Fibre's replyOfficial
29 Sept 2025, 13:20Good day,
The email address provided is the same email address where you logged your tickets. Thank you for your feedback. We sincerely apologise for the inconvenience and the frustration caused by the lack of clear communication regarding your appointment. We understand how disruptive it is to make arrangements to be at home and then not receive accurate updates.Your ticket has been escalated, and we have requested that the field team contact you directly with a confirmed time for their visit. We are also addressing the matter of communication with the team involved to ensure this does not happen again.We truly appreciate your patience, and we will prioritise your case until the connection is restored.
The email address provided is the same email address where you logged your tickets. Thank you for your feedback. We sincerely apologise for the inconvenience and the frustration caused by the lack of clear communication regarding your appointment. We understand how disruptive it is to make arrangements to be at home and then not receive accurate updates.Your ticket has been escalated, and we have requested that the field team contact you directly with a confirmed time for their visit. We are also addressing the matter of communication with the team involved to ensure this does not happen again.We truly appreciate your patience, and we will prioritise your case until the connection is restored.
Netx Tech t/a Xtend Fibre's reply29 Sept 2025, 13:20
Official
Good day,
The email address provided is the same email address where you logged your tickets. Thank you for your feedback. We sincerely apologise for the inconvenience and the frustration caused by the lack of clear communication regarding your appointment. We understand how disruptive it is to make arrangements to be at home and then not receive accurate updates.Your ticket has been escalated, and we have requested that the field team contact you directly with a confirmed time for their visit. We are also addressing the matter of communication with the team involved to ensure this does not happen again.We truly appreciate your patience, and we will prioritise your case until the connection is restored.
The email address provided is the same email address where you logged your tickets. Thank you for your feedback. We sincerely apologise for the inconvenience and the frustration caused by the lack of clear communication regarding your appointment. We understand how disruptive it is to make arrangements to be at home and then not receive accurate updates.Your ticket has been escalated, and we have requested that the field team contact you directly with a confirmed time for their visit. We are also addressing the matter of communication with the team involved to ensure this does not happen again.We truly appreciate your patience, and we will prioritise your case until the connection is restored.