Bring back the Old Rocketnet....

Reviews are important, we experience terrible services on a daily basis. And yes, we need to mention these experiences to educate others and to make them aware - "To value one's business, you first need to start valuing your customers". That being said.....Rocketnet, Rocketnet, Rocketnet..... When I first enquired about Fibre sometime back, Rocketnet was the choice for me after doing some research. And yes, I was happy with them for sometime.....until recently. You see back then, Rocketnet had very few negative reviews and more praises, but looking at Hellopeter NOW, I see they have quite a fill of 1 star reviews. And now I know why....reading some of the negative reviews I can concur there validity.

I logged a call on 02/04/2024 on there customer portal regarding "slow/ to non existent speeds. The time stamped was 12:11pm Response time of the agent in dealing with my queries dwindled from rapid to 30min to 10min intervals. So while you waiting for a response: you don't get any feedback, you just hanging around hoping someone is still online. You don't get an automated message saying "we attending to the matter and will respond soon"...no.....you just looking at your screen hoping someone on the other end has read your messages. After that we moved to whatapp messages which proceeds at 13:12pm. Now we are subjected to a number of tests and operational requirements from the Rocketnet agent. Just the usual, turn off the plugs, switch it back on. Turn it back off and then on again etc etc.... Then you must send them a video clip of the ONT to see what issue we experiencing. This takes us to 13:38pm. Now we must power down the system to establish a new connection, this takes us to 14:20 pm. At this point we still down, nothing has changed. Now they want me to get out my laptop as we need to run some speed tests. This takes me to 14:58pm. So I must run a speed test on a router which I can't connect to anyway. But what do I know, just going on with my business here at 15: 07pm. Then I had to search a website provided by Rocketnet, just remember I don't have any internet, cause that's what the whole complaint was about. But I had to search a website in Chrome. This is 15:15pm. Then I had to restart the router and my laptop again...this is now 15:25pm. The problem again as was the initial complaint....."We cannot connect". And the agent responses with all that's going on was ..."hmm I see", "hmm ok" during this whole process. Let's fast forward to 15:37pm. Agent now decides to call me and apologies for all the delays and tests. But it looks like you'll be needing a new router. I'm like, ok then. Agent says he will send a message as confirmation that I'll be getting a new router. You know where this is going...... That's right! I never received any message. Today 03/02/2024, I had to send a message to Rocketnet asking them what is the next step forward. Rocketnets response:....wait for it..... "Sir we will need to run further tests, the previous agent you dealt with did not know about the software updates". "The new router costs money, so they don't want to give me a router without messing me around some more. And yes: "The router costs money" was what the agent mentioned. This is where I am at right now. Still down and still being messed around. The agent started blaming his colleagues and transferring blame instead of assisting me, "the customer" You see.....business's start picking up filthy habits from time to time, then they start locking onto those habits making it part of there business practices, honing on skills to rather shift blame to other parties instead of taking responsibility. Look carefully at the reviews typed by customers and you will see a pattern: the CUSTOMER RETENTION MANAGER on the hellopeter site for Rocketnet will always put the blame on the internet service provider, or make up excuses.

Good business practice 101. 1. Take responsibility, it will make you look good and it will make the customer feel that they are valued. 2. Stop bad mouthing your colleagues on a chat site, makes you look *********** and *************. 3. Respect your customer, not everyone is working from home and can whip out a laptop to carry out pointless diagnostics. Respect our time. 4. Take your 1 star ratings seriously, you guys are having increases in the same complaints with little to nothing being done.

So if you have read this, yes all the 1 star bad mouthing about Rocketnet from there customers are legit. They "WERE" good ....guess filthy habits catch up to the best eventually.

And yes I'll update this review daily, just to see how long it takes to sort out customer complaints.