Xtend Fibre Has Been the Worst Service Experience We've Ever Had

Item: Netx Tech t/a Xtend Fibre
Rating: 1
Author: Shanneen G

We have had nothing but frustration and disappointment dealing with Xtend Fibre.

For nearly the entire month of July, we were left without fibre, yet we were still expected to pay the full amount — despite having to spend over R2,000 on mobile data just to get through the month. When we reached out multiple times, we were ignored. Only after sending a strongly worded complaint did someone finally respond — days later.

When the WiFi was finally “restored,” it came back with the wrong network name and password, and the speeds are absolutely NOT what we’re paying for (we’re meant to get 30/30 Mbps and this is nowhere close).

Xtend Fibre claimed the issue was due to “municipal infrastructure damage,” but when we visited the municipality ourselves, we were told no such work had been done. We feel misled, unheard, and completely disregarded.

To top it off, they hold a monopoly over the fibre lines in our area (Diamant Park, Kimberley) — so no other service providers are allowed to connect us. That’s unfair and needs to be challenged. I am currently drawing up a petition to have them remove in our area. Support from the community will be highly appreciated.

Xtend Fibre has not only wasted our money and time — they’ve caused stress, inconvenience, and financial strain. We’re demanding that our July payment be fully credited for August as compensation. We also urge ICASA and the municipality to step in and regulate this unacceptable behaviour.

To anyone considering Xtend Fibre: proceed with CAUTION, UNRELIABLE, POOR SERVICE QUALITY — we truly regret signing up.

Helpful (0)

Replies (1)

Netx Tech t/a Xtend Fibre's replyOfficial

22 Jul 2025, 09:52

Dear Shanneen,
We are truly sorry to hear that your experience with Xtend Fibre has caused this level of frustration and disappointment. We take your feedback seriously and appreciate you bringing these concerns to our attention publicly.

Please allow us to clarify and respond to the points raised:

Service Disruption in July:
The outage you experienced was the result of damage to shared infrastructure. While this disruption was unfortunately outside our direct control, we worked continuously to support restoration efforts and communicated with affected clients as information became available.
Refund or Credit for July:
We have already confirmed — in writing — that you will not be billed for the month of July. You were given the option of either a full refund or a credit toward August, and we are still awaiting your final instruction so we can process this accordingly.
WiFi Setup & Speeds:
Your concern regarding incorrect WiFi credentials and speed performance has been escalated to our technical support team, and we are ready to assist further if the issue persists. We encourage you to allow our team to investigate and resolve this directly.
Municipal Infrastructure Claim:
We stand by our statement that the disruption was linked to external infrastructure work. We do not make false claims and are happy to provide supporting documentation to any regulatory body or authority that may request it.
Infrastructure in Diamant Park:
While we are currently the only provider with built infrastructure in the area, other providers are fully permitted to build and connect customers if they choose to do so. There is no legal or regulatory exclusivity in place.

We remain committed to resolving this matter in good faith and have made every effort to respond to your complaints, refund your July payment, and escalate your technical concerns.

Should you wish to finalise the refund or schedule a technician visit, please reach out to our support team or continue correspondence via your existing support ticket (TT39391).
Kind regards
Xtend Fibre

Netx Tech t/a Xtend Fibre's reply22 Jul 2025, 09:52

Official

Please allow us to clarify and respond to the points raised:

Service Disruption in July:
The outage you experienced was the result of damage to shared infrastructure. While this disruption was unfortunately outside our direct control, we worked continuously to support restoration efforts and communicated with affected clients as information became available.
Refund or Credit for July:
We have already confirmed — in writing — that you will not be billed for the month of July. You were given the option of either a full refund or a credit toward August, and we are still awaiting your final instruction so we can process this accordingly.
WiFi Setup & Speeds:
Your concern regarding incorrect WiFi credentials and speed performance has been escalated to our technical support team, and we are ready to assist further if the issue persists. We encourage you to allow our team to investigate and resolve this directly.
Municipal Infrastructure Claim:
We stand by our statement that the disruption was linked to external infrastructure work. We do not make false claims and are happy to provide supporting documentation to any regulatory body or authority that may request it.
Infrastructure in Diamant Park:
While we are currently the only provider with built infrastructure in the area, other providers are fully permitted to build and connect customers if they choose to do so. There is no legal or regulatory exclusivity in place.

We remain committed to resolving this matter in good faith and have made every effort to respond to your complaints, refund your July payment, and escalate your technical concerns.