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JW
Jade W

1 reviews | Active since Oct 2014

07 Feb 2021, 10:19

Starting to regret getting the 5G upgrade.

Good day

I would like to inform you that I am really not happy with the 5G upgrade. I have been trying for four days now. Yes that's correct FOUR DAYS!!!!! I have contacted your support number a total of 10 times in order to get assistance. On Thursday 4 February 2021, I was told there's a backlog for activiations, so I understood. I spoke to Sihle on Friday 5 February 2021(I couldn't get a reference number from her as I ran out of airtime and I did request a call back from her if the call cuts off), yesterday 5 February 2021 I spoke to Vivian at 09:00 who was able to give me a reference number and escalate the issue for me. I then spoke to Tebogo at 13:00 who again escalated the issue saying that it's to do with the sim. I then got a call from Gareth at 13:36 who said it's the device that was not activiated yet. Again today I CANNOT connect at all to the device. I have tried to call your support again today and no one answers the line. U am at my wits end here and on the brink of crying as I've spent R220.00 more than what I am paying for the 4G package that I currently have with you. That was so much easier than trying to setup the 5G. I need answers PLEASE as I have to work from home and besides that I don't want to regret buying it so early. Can I please get a call back urgently as I have been waiting FOUR DAYS ALREADY!!!!!!!!!!!!!

0
Replies (4)
Rain
Rain's reply07 Feb 2021, 11:48
Official
Good morning Jade

I trust you are well

I would like to aologize for the service you gave experienced so far.
Please be advised that one of our agents will be in contact with you to assist you.

Stay safe.

Regards
Mosa

JW
Jade W's update07 Feb 2021, 13:21
Reviewer Update
And when can I expect someone to contact me!? I need someone from your tech department who knows what on God's green earth is going on with my connectivity please. I feel it's unacceptable that no one from your 'support' department cannot help at all and it feels like I'm pushed from pillar to post. Oh and when I did try and sign into the Network with the IP address provided it said that I am owing. How can I be owing if I paid upfront!?
JW
Jade W's update08 Feb 2021, 15:52
Reviewer Update
So an update from myself seeing as though I CANNOT get an update from Rain AT ALL!!!!!! I called yesterday at 15:00 and spoke to Pearl. I was advised that I will get a call within 24 hours. Now when I call and speak to Hlengiwe I get told within 24-48 hours I will get a call!!!!!! OMG CAN SOMEONE CALL ME PLEASE. WHY MUST I BEG FOR SOME FEEDBACK. I AM ON THE BRINK OF LOSING IT RIGHT NOW. THERE IS NO SUPPORT WHATSOEVER FROM SUPPORT. NO ONE KNOWS WHO THE MANAGERS ARE IN YOUR TECH DEPARTMENT. I I NED A FREAKING CALL TO SORT THIS NONSENSE OUT. BECAUSE YES IT IS NONSENSE!!!!!!!!!!!!!
JW
Jade W's update08 Feb 2021, 20:56
Reviewer Update
I would like to update that I received a call from Selwyn today at 16:10 and he assisted me in getting connected finally. I am now happy and can enjoy the service that I paid for. I wish it was sorted earlier before I had to take the last resort on going the social media route, but that's beside the point. At least I am now sorted. Thank you to Selwyn for going out of his way and going the extra mile instead of passing the buck.