An absolute nightmare

If there was an option to rate this company 0, I would. Words can’t express what poor customer service we received. A word of caution to anyone considering going with Nexus: AVOID at all costs. They are an absolute nightmare to deal with!

After two years as loyal customers, our line went down out the blue right before Christmas weekend (it was down for nearly two weeks… and I work from home and rely on Wi-Fi).

We received no proactive communication from the company apologising or exposing this despite being one of four customers affected by the same issue in our area, according to Nexus.

We kept being told to turn on and off the router… All the while they were blaming Vumatel and avoiding any accountability.

After begging and pleading, they sent a technician over who admitted that he had no idea why the issue was occurring or how to solve it. We were basically driven to cancel our contract.

The director, Paula, offered us no assurance or next steps and was downright rude and passive aggressive.

Ultimately our entire festive break was ruined by having to deal with this company’s disgusting attitude and lack of service. Then we had to fight a new battle to get the line released and were charged for the month even though we still don’t have internet. The director did not bother to inform us that the line was finally cancelled, delaying our new ISP from taking over….

A lesson in what NOT to do when you make an error and how NOT to treat unhappy clients. Can’t wait to be done with them. You receive no communication and customer complaint tickets are resolved even while you are stuck without the service you are paying for.

Shocking.