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JC

1 reviews | Active since May 2023

16 May 2023, 09:33

Bad customer care

This is the worst customer care I ever experienced from any company. I have a signal problem and it's going to take them 48hrs to assist me with that. After multiple emails to a manager I don't get any feedback, this is very frustrated.

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One Mile Telecoms's replyOfficial

16 May 2023, 10:32

Good morning Johan,

We note our technical has responded on WhatsApp every time you have logged a ticket. Statement that we have not responded within 48 hours is incorrect.

The team has arranged that they can be onsite on Wednesday 17/05/2023, the reason for this is that equipment needs to be ordered and is availability is dependent on the supplier availability.

We have sent a team on each of your request with regards to the speed/signal issues that was experienced.

One the two last visits:

19/04/2023 – Team was onsite. Team replaced the router and conducted speed tests.

Speeds results are correct and this was also communicated to you.

03/05/2023 – Team was onsite due to buffering issues that was experienced.

Team gave advice on where the TV box is installed, and they assisted to install a LAN cable for your TV at no additional cost.

With regards to internet services, your connection was still online from Sunday and no downtime has been experienced.

Your usage as indicated below from Sunday: These stats is also available in your customer portal.

| Date | Upload Data Usage | Download Data Usage
| 14/05/2023 | 777.84MB | 11.48GB
| 15/05/2023 | 842.31MB | 9.71GB

As per your uptime on the service for the last two months: These stats are available on your customer portal.

| Month | Hours Online | Total Hours | Uptime %
| April 2023 | 707:28:06 | 708:00:00 | 99.9%
| May 2023 | 369:42:16 | 369:57:59 | 99.9%

One Mile Telecoms's reply16 May 2023, 10:32

Official

Good morning Johan,

We note our technical has responded on WhatsApp every time you have logged a ticket. Statement that we have not responded within 48 hours is incorrect.

The team has arranged that they can be onsite on Wednesday 17/05/2023, the reason for this is that equipment needs to be ordered and is availability is dependent on the supplier availability.

We have sent a team on each of your request with regards to the speed/signal issues that was experienced.

One the two last visits:

19/04/2023 – Team was onsite. Team replaced the router and conducted speed tests.

Speeds results are correct and this was also communicated to you.

03/05/2023 – Team was onsite due to buffering issues that was experienced.

Team gave advice on where the TV box is installed, and they assisted to install a LAN cable for your TV at no additional cost.

With regards to internet services, your connection was still online from Sunday and no downtime has been experienced.

Your usage as indicated below from Sunday: These stats is also available in your customer portal.

| Date | Upload Data Usage | Download Data Usage
| 14/05/2023 | 777.84MB | 11.48GB
| 15/05/2023 | 842.31MB | 9.71GB

As per your uptime on the service for the last two months: These stats are available on your customer portal.

| Month | Hours Online | Total Hours | Uptime %
| April 2023 | 707:28:06 | 708:00:00 | 99.9%
| May 2023 | 369:42:16 | 369:57:59 | 99.9%

JC

Johan C's updateReviewer Update

16 May 2023, 11:23

A compliant was send on whatsapp group (one mile) on Sunday (14 May 2023) about a signal problem (I am on a 100 mbps line but strugel to get 9mbps in peak time, and on that night it was fluctuating between 2 and 9 mbps). After a couple of whatsapp's they agreed to come the Monday (15 May 2023) between 9h00 and 10h00 (have made arrangements with my nabour to open for them). But they never pitched up or informed me about the delay. Only after I phone the office Johan informed me that the technicians have been rerouted. This was just after 10h00 in the morning. Then I received a whatsapp that they can only assist me on Wendsday (17 May 2023). So after my initial complaint and still sitting with the problem it is only maybe going to be resolve after 48 Hrs.
The Manager Dewald also send me a email that if I am not happy with there service I must then go to another service provider. This speaks volumes about the way they want to resolve a problem.

Ps. To say that you put a lan line for free but in the same breath I am paying for a service I don't receive. I have a 100meg line but receive between 2% and 70% of that.

JC

Johan C's update16 May 2023, 11:23

Reviewer Update

A compliant was send on whatsapp group (one mile) on Sunday (14 May 2023) about a signal problem (I am on a 100 mbps line but strugel to get 9mbps in peak time, and on that night it was fluctuating between 2 and 9 mbps). After a couple of whatsapp's they agreed to come the Monday (15 May 2023) between 9h00 and 10h00 (have made arrangements with my nabour to open for them). But they never pitched up or informed me about the delay. Only after I phone the office Johan informed me that the technicians have been rerouted. This was just after 10h00 in the morning. Then I received a whatsapp that they can only assist me on Wendsday (17 May 2023). So after my initial complaint and still sitting with the problem it is only maybe going to be resolve after 48 Hrs.
The Manager Dewald also send me a email that if I am not happy with there service I must then go to another service provider. This speaks volumes about the way they want to resolve a problem.

Ps. To say that you put a lan line for free but in the same breath I am paying for a service I don't receive. I have a 100meg line but receive between 2% and 70% of that.