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chrismgroen C

1 reviews | Active since Apr 2017

13 Apr 2022, 13:40

One Mile - more like No Mile due to extremely bad service

After being briefed as to fibre being installed by the end of March 2022 in our estate, many people then cancelled their service providers to move over to get the fibre line and have a better connection rather than having LTE which was a huge battle especially whilst loadshedding was taking place. We then signed up to various packages and within the estate to find that they will install a transciever at the units that will be removed when the fibre lines are installed at the actual units. During this time we have had interruptions and issues regarding service, or lack thereof, and have asked for this to be corrected. I personally signed up for a 30Mbps line up/down but either the line is down or i get nothing more than 15 Mbps. When logging the issue via their recommended whatsapp number you are continually told to reboot your router, the router they supp**** to you, as it is the bottom of the range router and it needs to be rebooted every day. I've NEVER heard of something so stupid in all my life!

Like many in the estate we rely on the connection in order to conduct business as well as on line courses or vpn connections with clients in order to give support but cannot carry on wondering if we are going to have a connection we can rely on. We have over and above paying for the fibre line had to then spend money to load data on or mobile devices and hot spot in order to get things done.

When asking for information as to when the fibre will be installed and will the be reimbursment or dicounts on costs due to bad service, we are ignored. Emails have been sent on countless occations to get answers yet there is no answers. I have even suggested that they call a meeting with the clients to speak to them at the estate to resolve or explain what the issue or issues are but also nothing has been responded to on that either.

I have left a message for the Managing Director to contact me and so far no success.

I think it is time to get the ombudsman involved and take the legal route as the money that we pay is not worth the service we are provided. It seems as if we were all conned into getting this service under false pretences.

All the clients are concerned about is having connectivity in order to conduct their tasks. Clearly this company seems to have hidden agendas.

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Replies (3)
One Mile Telecoms
One Mile Telecoms's reply13 Apr 2022, 14:20
Official
 
Dear Chris G, 

Thank you very much for your review of One Mile Telecoms, we do think that you are reviewing the incorrect company at this point. 

To give you some clarity as we have done so on email and WhatsApp; 

Securelink (The company that you signed up with and received support from as well as promised you the fibre installation by the end of March) received a winding up order from the court. Thus the company is being liquidated. One Mile Telecoms received final approval from the liquidators to purchase the fibre and wireless infrastructure on 14 March 2022. 

We had no option but to try and act fast and attempt to keep all internet services up. One of Securelink's upstream providers suspended the service to some sites and downtime was experienced. 

We had no option than to act and pay upstream providers on behalf of Securelink to get the services going. There was obviously also no time to plan a cutover or inform subscribers of possible down time. 

I would like to ask everyone to give the team a chance in making this cutover as smooth as possible. If we did not act the entire network would have been down for an undefined period of time. 

Administrative issues will also occur as we only received limited information from Securelink after they closed their gates.  We will do everything in our power to keep you connected until the network and upstream is on our standard. We aim to have this all completed as soon as possible. 

Our network management team will start with network audits to determine the extent of repairs and improvements that need to be implemented in due course. To date our main focus was just to keep the network as stable as possible. There is still a lot of work that we need to do to get the network on our standard. 

We managed to join your internal WhatsApp group this morning and will for a limited period assist on the group but require individual faults to be logged with us directly and not on a group. 

We trust you understand the challenges with taking over a network without any planning and information. I think our technical teams have done a great job in achieving this and will only improve from here on. 

Please do not hesitate to use the channels available as indicated below for direct communication. 

 

As per the above response that was sent, you will see that One Mile Telecoms has only taken over the network recently and the team has been assisting everywhere possible to help clients remain connected. 

 With regards to rebooting the router, as per WhatsApp communication on our support line this has assisted you to be able to reconnect. 

If you are wondering why you need to reboot a router, please read some of the articles below. This will give you some insight to why our support team is requesting you to do this: 

 With regards to the supply of the router, this was provided by Securelink and not One Mile Telecoms. 

 

With the response that was sent on email and WhatsApp, the One Mile Telecoms will be doing a site audit of each site that was taken over by One Mile Telecoms to determine the work outstanding and problem areas on the network that needs fixing. 

 Kindest Regards, 

One Mile Telecoms 

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chrismgroen C's update13 Apr 2022, 16:49
Reviewer Update
You have taken over from securelink so unfortunately it's your problem. You have been running this since the 14th of March 2022,

You have been paid to supply a service which is not up to standard, so blaming securelink that is liquidated is just totally unprofessional. Take responsibility and ownership and provide me, the client, with the service I pay for! It's simple... if I blamed my previous company for bad work when I've taken over is a sign of weakness and I would end up losing my clients, instead I man up and take responsibility and provide the best service I can to my clients.

So...

Why am I getting the same story??? I got this correspondence but you have failed to answer the questions I posed to you...

Let me ask yet again then...

1. What type of compensation we will be rewarded as to the quality of service we have received for such a high price and, having not only to purchase data, but loss of business? Will there be a discount rate for the month???

2. Could we please be presented with a scope of works and dates of completion for fibre to the units.

Two simple questions that are being avoided... why???
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chrismgroen C's update13 Apr 2022, 16:57
Reviewer Update
Reboot your router at least every three months, but if you feel like you would benefit by doing it more often, go ahead!

So rebooting it every day isn't stated in your links you sent either!!!! I work for a massive telecommunications network, in fact, the biggest in SA, are you telling me they reboot their equipment every day... hogwash.

If they did that they would lose millions a day, so please let's not try fool anyone here...

I will be like a boil on someone's backside, I will keep reminding you that I'm here and won't go away until I'm correctly treated!!!

Yes, I'm that guy, I'm the one who will persistently continue until such time as I get what I pay for and the service I so require!!!

I pay without issue, so, provide me with a proper service without issues!!!

Fair, don't you think!!!