Internet Connection

Item: Netx Tech t/a Xtend Fibre
Rating: 1
Author: Cynthia M

NetX Xtend Fibre and it's employees are useless and inconsiderate they forget that their customers are the ones paying their salaries.They treat their customers like trash I will never recommend this business to anyone I wish they get bankrupt and shutdown. I make means to pay my subscription month in month out though I'm unemployed, because I have a daughter who's in matric she needs internet connection to study effectively.But this inconsiderate bunch of fools cut my internet connection for no reason and that led to her being unable to do that.Even after many attempts to get them restore my connection they still didn't.I have paid a full subscription for this month of June but to date its still not restored.Not even a feedback from them as to why my internet connection was cut off.Because they don't care and have no regards for their clients.

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Replies (1)

Netx Tech t/a Xtend Fibre's replyOfficial

03 Jul 2025, 13:12

Dear Cynthia Malebo,
I want to start by sincerely apologizing for the distress and frustration you've experienced. Your message is deeply concerning, and it's clear that we failed you at several levels — from the unexpected disconnection of your service to the complete lack of communication and support thereafter.

We fully understand how critical internet access is, especially when it impacts your daughter’s education. The fact that you’ve continued to pay your subscription, even under difficult personal circumstances, is not something we take lightly — and you deserved far better service in return.

To clarify: several support tickets were created and escalated to our maintenance team for resolution. However, this was not communicated properly, which left you in the dark and understandably upset. That lack of communication is unacceptable.

Please rest assured that I am now personally following up on your case to ensure that your service is restored as a priority and that you receive clear and timely updates moving forward.

On behalf of the entire team, I offer our sincere apologies for how your issue was handled and for the impact it has had on you and your family. We are committed to doing better.
Kind regards
Xtend Fibre

Netx Tech t/a Xtend Fibre's reply03 Jul 2025, 13:12

Official

Please rest assured that I am now personally following up on your case to ensure that your service is restored as a priority and that you receive clear and timely updates moving forward.