MS
Moyra S
1 reviews | Active since Aug 2023
12 Aug 2023, 10:12
Non existence service by Octotel
This company does not even deserve a single star! They do not care one jot about their customers! It beggars believe that there is no emergency after hours contact numbers for technical faults. Advice to contact the ISP is useless- as there is nothing that can be done by them when it is a technical issue. 72 hrs before even being contacted, plus 48 hrs over the weekend. It is disgusting abhorrent and unforgivable that such companies behave like this.
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Octotel's replyOfficial
14 Aug 2023, 13:12We are sad to hear about your recent experience, and we genuinely hope that you might be able to provide us with additional context. This information would be greatly valuable in our ongoing efforts to prevent any similar frustrations in the future. We would also like to offer a more detailed explanation of our processes surrounding technical faults. Our initial request for you to reach out to your ISP first is intended to facilitate a thorough first-line troubleshooting process. This step is undertaken to efficiently diagnose and potentially resolve the issue. If your ISP's troubleshooting proves unsuccessful, they will then proceed to log a ticket with us. This ticket will be assigned a reference number, which serves to monitor and allocate appropriate resources for fault resolution. It’s important to note that your ISP's Service Level Agreement (SLA) time may differ from ours. We recommend that you take into consideration your ISP's specific SLA timeframe. Nevertheless, we are committed to promptly addressing all logged tickets to ensure a swift resolution. Please don't hesitate to reach out if there's anything else we can assist you with. Your satisfaction remains our top priority.
Octotel's reply14 Aug 2023, 13:12
Official
We are sad to hear about your recent experience, and we genuinely hope that you might be able to provide us with additional context. This information would be greatly valuable in our ongoing efforts to prevent any similar frustrations in the future. We would also like to offer a more detailed explanation of our processes surrounding technical faults. Our initial request for you to reach out to your ISP first is intended to facilitate a thorough first-line troubleshooting process. This step is undertaken to efficiently diagnose and potentially resolve the issue. If your ISP's troubleshooting proves unsuccessful, they will then proceed to log a ticket with us. This ticket will be assigned a reference number, which serves to monitor and allocate appropriate resources for fault resolution. It’s important to note that your ISP's Service Level Agreement (SLA) time may differ from ours. We recommend that you take into consideration your ISP's specific SLA timeframe. Nevertheless, we are committed to promptly addressing all logged tickets to ensure a swift resolution. Please don't hesitate to reach out if there's anything else we can assist you with. Your satisfaction remains our top priority.