W
Willem
1 reviews | Active since Feb 2020
11 Feb 2020, 18:34
Bad service experience
I have had incredibly poor service from Rocketnet. My line has been down for 5 days, they keep on making promises and balming SADV, when SADV comes out to look they say it is Rocketnet's problem. I get no feedback. Management refuses to call me back after breaking their promises. They keep on moving the SLA, from 24 to 48 hours to 5 working days.
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RocketNet's replyOfficial
12 Feb 2020, 10:38Hi Willem,
We understand your frustration and apologise for any inconvenience caused.
There should be no blame game from our side as it is a partnership between RocketNet and the Fibre Network Operator SADV, who have laid fibre. We are 100% reliant on the infrastructure to be fully operational in order to provide you with the needed world-class service.
RocketNet prides itself in its service delivery and going through all 11 x accounts we can confirm that not a single site has been down for more than 5 days as stated in this review. We are happy to share this information with you as we will go to the ends of the earth fighting to get your services restored.
Regarding the outage experienced, last night SADV restored the fibre outage which was affecting the Fourways & Rivonia area. This also affected all services at the Hub.
We can confirm that all 11 x services have been checked and 10 x services have been restored by the Network Operator; however, one unit requires manual intervention, as we suspect that the router has been reset back to factory defaults and has cleared all authentication details.
My team have in the interim reached out via our ticketing system with the PPPoE details which is required to re-establish the connection. Please do make contact with us that we can assist with this setup as it requires the tenant to be at the router.
The below screenshot shows that the one unit was down for an extended period from 08/02 20:55PM till 11/02 18:36 (last night when SADV restored services in the area).
The below screenshot is the link that is currently reporting as down which we suspect has been reset back to factory defaults and requires manual intervention, which we have sent instructions to help resolve this issue.
Willem, we value your business and trust that you have always received excellent services from RocketNet and that the above issue/service delivery has been an exception rather than the norm and I believe this was exacerbated by the SADV Network outage in the Fourways & Rivonia area.
Kind Regards,
RocketNet
We understand your frustration and apologise for any inconvenience caused.
There should be no blame game from our side as it is a partnership between RocketNet and the Fibre Network Operator SADV, who have laid fibre. We are 100% reliant on the infrastructure to be fully operational in order to provide you with the needed world-class service.
RocketNet prides itself in its service delivery and going through all 11 x accounts we can confirm that not a single site has been down for more than 5 days as stated in this review. We are happy to share this information with you as we will go to the ends of the earth fighting to get your services restored.
Regarding the outage experienced, last night SADV restored the fibre outage which was affecting the Fourways & Rivonia area. This also affected all services at the Hub.
We can confirm that all 11 x services have been checked and 10 x services have been restored by the Network Operator; however, one unit requires manual intervention, as we suspect that the router has been reset back to factory defaults and has cleared all authentication details.
My team have in the interim reached out via our ticketing system with the PPPoE details which is required to re-establish the connection. Please do make contact with us that we can assist with this setup as it requires the tenant to be at the router.
The below screenshot shows that the one unit was down for an extended period from 08/02 20:55PM till 11/02 18:36 (last night when SADV restored services in the area).
The below screenshot is the link that is currently reporting as down which we suspect has been reset back to factory defaults and requires manual intervention, which we have sent instructions to help resolve this issue.
Willem, we value your business and trust that you have always received excellent services from RocketNet and that the above issue/service delivery has been an exception rather than the norm and I believe this was exacerbated by the SADV Network outage in the Fourways & Rivonia area.
Kind Regards,
RocketNet
RocketNet's reply12 Feb 2020, 10:38
Official
Hi Willem,
We understand your frustration and apologise for any inconvenience caused.
There should be no blame game from our side as it is a partnership between RocketNet and the Fibre Network Operator SADV, who have laid fibre. We are 100% reliant on the infrastructure to be fully operational in order to provide you with the needed world-class service.
RocketNet prides itself in its service delivery and going through all 11 x accounts we can confirm that not a single site has been down for more than 5 days as stated in this review. We are happy to share this information with you as we will go to the ends of the earth fighting to get your services restored.
Regarding the outage experienced, last night SADV restored the fibre outage which was affecting the Fourways & Rivonia area. This also affected all services at the Hub.
We can confirm that all 11 x services have been checked and 10 x services have been restored by the Network Operator; however, one unit requires manual intervention, as we suspect that the router has been reset back to factory defaults and has cleared all authentication details.
My team have in the interim reached out via our ticketing system with the PPPoE details which is required to re-establish the connection. Please do make contact with us that we can assist with this setup as it requires the tenant to be at the router.
The below screenshot shows that the one unit was down for an extended period from 08/02 20:55PM till 11/02 18:36 (last night when SADV restored services in the area).
The below screenshot is the link that is currently reporting as down which we suspect has been reset back to factory defaults and requires manual intervention, which we have sent instructions to help resolve this issue.
Willem, we value your business and trust that you have always received excellent services from RocketNet and that the above issue/service delivery has been an exception rather than the norm and I believe this was exacerbated by the SADV Network outage in the Fourways & Rivonia area.
Kind Regards,
RocketNet
We understand your frustration and apologise for any inconvenience caused.
There should be no blame game from our side as it is a partnership between RocketNet and the Fibre Network Operator SADV, who have laid fibre. We are 100% reliant on the infrastructure to be fully operational in order to provide you with the needed world-class service.
RocketNet prides itself in its service delivery and going through all 11 x accounts we can confirm that not a single site has been down for more than 5 days as stated in this review. We are happy to share this information with you as we will go to the ends of the earth fighting to get your services restored.
Regarding the outage experienced, last night SADV restored the fibre outage which was affecting the Fourways & Rivonia area. This also affected all services at the Hub.
We can confirm that all 11 x services have been checked and 10 x services have been restored by the Network Operator; however, one unit requires manual intervention, as we suspect that the router has been reset back to factory defaults and has cleared all authentication details.
My team have in the interim reached out via our ticketing system with the PPPoE details which is required to re-establish the connection. Please do make contact with us that we can assist with this setup as it requires the tenant to be at the router.
The below screenshot shows that the one unit was down for an extended period from 08/02 20:55PM till 11/02 18:36 (last night when SADV restored services in the area).
The below screenshot is the link that is currently reporting as down which we suspect has been reset back to factory defaults and requires manual intervention, which we have sent instructions to help resolve this issue.
Willem, we value your business and trust that you have always received excellent services from RocketNet and that the above issue/service delivery has been an exception rather than the norm and I believe this was exacerbated by the SADV Network outage in the Fourways & Rivonia area.
Kind Regards,
RocketNet