TP
Tumie P
1 reviews | Active since Sept 2023
06 May 2026, 17:34
Ticket Number 9802
Following our last interaction via countless calls, emails, we were advised that a technician would be dispatched to address the issue. That has been 4 days, 10hrs ago. Up to now, no technician has arrived, and we have received no communication whatsoever regarding a scheduled time or any update on the visit.
This is yet another failure in what has already been an unacceptable experience. We not only without a service we have paid for, but we are now also unable to plan our days due to the complete absence of information.
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Replies (3)0
Replies (3)
Netx Tech t/a Xtend Fibre's replyOfficial
07 May 2026, 09:32Good day,
We sincerely apologise for the inconvenience and the delay in assistance.
Please note that the ticket in question was logged on 5 May at 11:25 AM and was escalated to our technical team on 6 May after our internal team completed remote troubleshooting checks.
Kindly note that the standard turnaround time for resolution is approximately 2 to 3 business days from the time the ticket is assigned to a technician. In some cases, this timeframe may be extended if there is a larger line fault affecting multiple homes or streets, as these issues need to be attended to by the field team before individual assistance can continue.
Your ticket is currently with our field team, and we have followed up with them to request that they contact you directly with feedback and an estimated time of arrival for further assistance.
Thank you for your patience and understanding.
Netx Tech t/a Xtend Fibre's reply07 May 2026, 09:32
Official
Good day,
We sincerely apologise for the inconvenience and the delay in assistance.
Please note that the ticket in question was logged on 5 May at 11:25 AM and was escalated to our technical team on 6 May after our internal team completed remote troubleshooting checks.
Kindly note that the standard turnaround time for resolution is approximately 2 to 3 business days from the time the ticket is assigned to a technician. In some cases, this timeframe may be extended if there is a larger line fault affecting multiple homes or streets, as these issues need to be attended to by the field team before individual assistance can continue.
Your ticket is currently with our field team, and we have followed up with them to request that they contact you directly with feedback and an estimated time of arrival for further assistance.
Thank you for your patience and understanding.
TP
Tumie P's updateReviewer Update
11 May 2026, 12:27Funny how you as a company can detail when was the complain logged and how long it will take and yet up until today we still don't have service and your field technical person that's if it's a real person, hasn't showed up.
Our account was debited for the service however your company has failed to uphold their part. This is truly poor service to say the least.
What do have to say for yourselves!!!!
Our account was debited for the service however your company has failed to uphold their part. This is truly poor service to say the least.
What do have to say for yourselves!!!!
TP
Tumie P's update11 May 2026, 12:27
Reviewer Update
Funny how you as a company can detail when was the complain logged and how long it will take and yet up until today we still don't have service and your field technical person that's if it's a real person, hasn't showed up.
Our account was debited for the service however your company has failed to uphold their part. This is truly poor service to say the least.
What do have to say for yourselves!!!!
Our account was debited for the service however your company has failed to uphold their part. This is truly poor service to say the least.
What do have to say for yourselves!!!!
Netx Tech t/a Xtend Fibre's replyOfficial
11 May 2026, 14:53Good day,
Apologies for the delay.
As previously advised, the maintenance turnaround time is approximately 2 to 3 business days from the time the ticket is assigned, provided there are no major outages or larger breaks affecting the area. A technician will contact you directly to arrange a suitable time to come through and assist further.
We appreciate your patience and understanding.
Kind regards,
Xtend Fibre.
Netx Tech t/a Xtend Fibre's reply11 May 2026, 14:53
Official
Good day,
Apologies for the delay.
As previously advised, the maintenance turnaround time is approximately 2 to 3 business days from the time the ticket is assigned, provided there are no major outages or larger breaks affecting the area. A technician will contact you directly to arrange a suitable time to come through and assist further.
We appreciate your patience and understanding.
Kind regards,
Xtend Fibre.