MS
Mathenette S
1 reviews | Active since Dec 2022
05 Apr 2026, 07:19
I am beyond frustrated with the absolutely shocking service from Pluxnet. We have now been without WiFi for 5 DAYS straight, starting from Wednesday, and there has been zero resolution. I have called their support line at least 10 times, repeating the sam
Frustrated with the absolutely shocking service from our service provider Pluxnet Fibre.
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Replies (3)0
Replies (3)MS
Mathenette S's updateReviewer Update
06 Apr 2026, 09:33Dear HelloPeter Team,
I trust you are well.
I would like to take a moment to formally acknowledge and express my sincere appreciation for the outstanding service we recently received from one of your representatives, Tsohi,Thogo following a five-day Wi-Fi outage.
After several days of frustration and multiple attempts to resolve the issue through your support channels, we were fortunate to be assisted by Tsohi/thogo on Saturday afternoon. He took the initiative to follow up and continued assisting us on Sunday morning after 08:00. Unfortunately, we experienced a power outage until midday, during which time Tsohi/thogo went above and beyond by providing his personal contact number and offering to assist us once power was restored.
True to his word, when we contacted him after 12:00, he returned our call promptly and worked through the issue with my husband. He listened carefully, understood the problem regarding the MAC addresses—something that had already been raised in earlier calls—and resolved it efficiently. Within a short time, our connection was fully restored.
What truly stood out was Tsohi’s/thogo dedication, professionalism, and willingness to assist us during his personal time on Easter Sunday. His commitment to customer service is commendable and made a significant difference after what had been a very frustrating experience.
We are extremely grateful for his efforts and would like this message to serve as recognition of his exceptional service. It is rare to encounter such dedication, and we hope he receives the acknowledgment he deserves.
Thank you once again, and please extend our appreciation to Tsohi/thogo.
Kind regards,
I trust you are well.
I would like to take a moment to formally acknowledge and express my sincere appreciation for the outstanding service we recently received from one of your representatives, Tsohi,Thogo following a five-day Wi-Fi outage.
After several days of frustration and multiple attempts to resolve the issue through your support channels, we were fortunate to be assisted by Tsohi/thogo on Saturday afternoon. He took the initiative to follow up and continued assisting us on Sunday morning after 08:00. Unfortunately, we experienced a power outage until midday, during which time Tsohi/thogo went above and beyond by providing his personal contact number and offering to assist us once power was restored.
True to his word, when we contacted him after 12:00, he returned our call promptly and worked through the issue with my husband. He listened carefully, understood the problem regarding the MAC addresses—something that had already been raised in earlier calls—and resolved it efficiently. Within a short time, our connection was fully restored.
What truly stood out was Tsohi’s/thogo dedication, professionalism, and willingness to assist us during his personal time on Easter Sunday. His commitment to customer service is commendable and made a significant difference after what had been a very frustrating experience.
We are extremely grateful for his efforts and would like this message to serve as recognition of his exceptional service. It is rare to encounter such dedication, and we hope he receives the acknowledgment he deserves.
Thank you once again, and please extend our appreciation to Tsohi/thogo.
Kind regards,
MS
Mathenette S's update06 Apr 2026, 09:33
Reviewer Update
Dear HelloPeter Team,
I trust you are well.
I would like to take a moment to formally acknowledge and express my sincere appreciation for the outstanding service we recently received from one of your representatives, Tsohi,Thogo following a five-day Wi-Fi outage.
After several days of frustration and multiple attempts to resolve the issue through your support channels, we were fortunate to be assisted by Tsohi/thogo on Saturday afternoon. He took the initiative to follow up and continued assisting us on Sunday morning after 08:00. Unfortunately, we experienced a power outage until midday, during which time Tsohi/thogo went above and beyond by providing his personal contact number and offering to assist us once power was restored.
True to his word, when we contacted him after 12:00, he returned our call promptly and worked through the issue with my husband. He listened carefully, understood the problem regarding the MAC addresses—something that had already been raised in earlier calls—and resolved it efficiently. Within a short time, our connection was fully restored.
What truly stood out was Tsohi’s/thogo dedication, professionalism, and willingness to assist us during his personal time on Easter Sunday. His commitment to customer service is commendable and made a significant difference after what had been a very frustrating experience.
We are extremely grateful for his efforts and would like this message to serve as recognition of his exceptional service. It is rare to encounter such dedication, and we hope he receives the acknowledgment he deserves.
Thank you once again, and please extend our appreciation to Tsohi/thogo.
Kind regards,
I trust you are well.
I would like to take a moment to formally acknowledge and express my sincere appreciation for the outstanding service we recently received from one of your representatives, Tsohi,Thogo following a five-day Wi-Fi outage.
After several days of frustration and multiple attempts to resolve the issue through your support channels, we were fortunate to be assisted by Tsohi/thogo on Saturday afternoon. He took the initiative to follow up and continued assisting us on Sunday morning after 08:00. Unfortunately, we experienced a power outage until midday, during which time Tsohi/thogo went above and beyond by providing his personal contact number and offering to assist us once power was restored.
True to his word, when we contacted him after 12:00, he returned our call promptly and worked through the issue with my husband. He listened carefully, understood the problem regarding the MAC addresses—something that had already been raised in earlier calls—and resolved it efficiently. Within a short time, our connection was fully restored.
What truly stood out was Tsohi’s/thogo dedication, professionalism, and willingness to assist us during his personal time on Easter Sunday. His commitment to customer service is commendable and made a significant difference after what had been a very frustrating experience.
We are extremely grateful for his efforts and would like this message to serve as recognition of his exceptional service. It is rare to encounter such dedication, and we hope he receives the acknowledgment he deserves.
Thank you once again, and please extend our appreciation to Tsohi/thogo.
Kind regards,
Pluxnet Fibre's replyOfficial
07 Apr 2026, 14:19Dear Mathennette,
We understand your frustration and sincerely apologise for the inconvenience caused over the past few days.
We understand your frustration and sincerely apologise for the inconvenience caused over the past few days.
Following our investigation, the issue was traced to the router configuration, where the PPPoE settings were missing, likely due to a router reset. Once our team reconfigured these settings with you, the connection was successfully restored. We also confirmed that there were no faults on the network, as other clients in your area remained connected throughout.
That said, we acknowledge this should have been resolved much sooner during the initial support stages, and we’re addressing this internally to improve our response going forward.
Thank you for your patience. Please let us know if you need any further assistance.
Best regards,
PluxNet Support Team
PluxNet Support Team
Pluxnet Fibre's reply07 Apr 2026, 14:19
Official
Dear Mathennette,
We understand your frustration and sincerely apologise for the inconvenience caused over the past few days.
We understand your frustration and sincerely apologise for the inconvenience caused over the past few days.
Following our investigation, the issue was traced to the router configuration, where the PPPoE settings were missing, likely due to a router reset. Once our team reconfigured these settings with you, the connection was successfully restored. We also confirmed that there were no faults on the network, as other clients in your area remained connected throughout.
That said, we acknowledge this should have been resolved much sooner during the initial support stages, and we’re addressing this internally to improve our response going forward.
Thank you for your patience. Please let us know if you need any further assistance.
Best regards,
PluxNet Support Team
PluxNet Support Team
Pluxnet Fibre's replyOfficial
07 Apr 2026, 14:22Dear Mathennette,,
Thank you for taking the time to share this feedback. We truly appreciate your kind words.
We are very proud to hear about the level of service provided by Tsohi Thogo. His dedication, professionalism and willingness to go the extra mile, especially over the Easter weekend, reflect the standards we aim to deliver to all our customers.
Please be assured that your feedback has been shared with him and our management team, and he will be recognised for his outstanding support.
Thank you again for your patience and for acknowledging his efforts. It means a great deal to us.
Kind regards,
PluxNet Support Team
PluxNet Support Team
Pluxnet Fibre's reply07 Apr 2026, 14:22
Official
Dear Mathennette,,
Thank you for taking the time to share this feedback. We truly appreciate your kind words.
We are very proud to hear about the level of service provided by Tsohi Thogo. His dedication, professionalism and willingness to go the extra mile, especially over the Easter weekend, reflect the standards we aim to deliver to all our customers.
Please be assured that your feedback has been shared with him and our management team, and he will be recognised for his outstanding support.
Thank you again for your patience and for acknowledging his efforts. It means a great deal to us.
Kind regards,
PluxNet Support Team
PluxNet Support Team