Line Issues/Speed/DC's/Technical Support
I want to start off by saying that I have been with Rocketnet for many years and some of my earlier interactions were exceptional, all my issues were attended to promptly, explained well and logically and in particular an employee named Jaydy was exceptional.
My experience over the past 6 months has been nothing short of a nightmare. I first started having issues August of 2022 where my line would become impossibly slow anywhere from 0.5 to 5mb/s download whilst maintaining my expected 200 mb/s upload speed.
As someone who works from home and whose form of entertainment and occasional sidehustle is focused around online gaming, this is a massive problem for me.
What followed was no less than 40 ticket updates, in excess of 30 phonecalls, 3 technician visits, a modem upgrade, lan cable replacement cables, and multiple hundred WhatsApp messages including screenshots, diagnostics and everything in between.
It took 4 months to resolve the issue. 4 months.
In January after multiple escalations and screaming matches eventually the line was resolved and until Saturday everything was fine, and now we have returned to round 2 of the issue.
Line is even worse, continuously disconnects, and has been averages less than 2 mb/s download speed (with the disconnects thrown in) for up to 8 hours at a time. I have messaged multiple times a day, repeated the same messages, re-run the same diagnostics and they once again make me jump through multiple hoops to even speak to them.
The technical consultants they have hired are infuriatingly stupid to deal with, they have a script of questions, this wastes an hour of your time, they make you download their app, run their probe, find no issue, they tell you they will escalate it and then when you follow up the next day, no one has heard of this issue, there is no ticket and no escalation.
My data costs just for the past week when the line has been unusable are over R1400 and I still have no resolution time, no progress update and no feedback whatsoever in terms of resolution.
Stay away.
We understand your frustration and we are currently looking into the manner in which the team handled your query, this will be done and handled by management and the necessary disciplinary actions app****. With regards to the main issue you have raised. the first issue you refer to for August of 2022, this pertained to a DFA (Dark Fibre Africa) issue who is a 3rd party to Vumatel's network and who maintain the fibre backhaul links. this would affect all ISPs on the Vumatel network and was something reported on in the media. after this was resolved your line was working as it should. we are now dealing with a Vumatel issue that is affecting a POP (Point of Presence) this is also affecting multiple ISPs on the Vumatel network and not something Rocketnet has control over but we are in constant contact with the Vumatel team who are working to resolve this issue as a matter of priority.
We value our customers and we are not in the business of providing a less than satisfactory service. a senior manager will be in touch to discuss this further with you.
Kind Regards
Rocketnet Support Team
We understand your frustration and we are currently looking into the manner in which the team handled your query, this will be done and handled by management and the necessary disciplinary actions app****. With regards to the main issue you have raised. the first issue you refer to for August of 2022, this pertained to a DFA (Dark Fibre Africa) issue who is a 3rd party to Vumatel's network and who maintain the fibre backhaul links. this would affect all ISPs on the Vumatel network and was something reported on in the media. after this was resolved your line was working as it should. we are now dealing with a Vumatel issue that is affecting a POP (Point of Presence) this is also affecting multiple ISPs on the Vumatel network and not something Rocketnet has control over but we are in constant contact with the Vumatel team who are working to resolve this issue as a matter of priority.
We value our customers and we are not in the business of providing a less than satisfactory service. a senior manager will be in touch to discuss this further with you.
Kind Regards
Rocketnet Support Team
I was notified I would be contacted by a manager by Aimee on Friday morning. I have still yet to receive a call.
I was notified that my case has been escalated on Friday morning by Aimee.
When I followed up on Saturday I was advised there wasn’t even a ticket open (by your own agent) (message below)
I have opened a formal ticket to address this as I see no ticket is currently open on your profile.
You will receive email confirmation of this shortly - and it will be directed towards management for review and feedback accordingly
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You say you value your customers yet you refuse to provide reference numbers, lie about escalations, refuse to provide names or proof of anything, tell customers they will be contacted by senior management and then ignore them.
My line speed is now 0,7 mb/s download, or to put it another way you are providing me with zero comma zero three five percent (0,035%) of the line speed I pay you for.
I don’t believe the feedback you have provided until you provide me with some proof, as you have a demonstrated history of misrepresenting the truth.
I was notified I would be contacted by a manager by Aimee on Friday morning. I have still yet to receive a call.
I was notified that my case has been escalated on Friday morning by Aimee.
When I followed up on Saturday I was advised there wasn’t even a ticket open (by your own agent) (message below)
I have opened a formal ticket to address this as I see no ticket is currently open on your profile.
You will receive email confirmation of this shortly - and it will be directed towards management for review and feedback accordingly
————————-
You say you value your customers yet you refuse to provide reference numbers, lie about escalations, refuse to provide names or proof of anything, tell customers they will be contacted by senior management and then ignore them.
My line speed is now 0,7 mb/s download, or to put it another way you are providing me with zero comma zero three five percent (0,035%) of the line speed I pay you for.
I don’t believe the feedback you have provided until you provide me with some proof, as you have a demonstrated history of misrepresenting the truth.
Furthermore you informed me on Saturday March 18th that the current issue I am experiencing is also dfa backhaul issues as per the below message you sent.
This type of issue would fall into the DFA backhaul problems Vumatel has currently been facing. We are aware of remediation action they have been taking throughout the province but to my knowledge Fourways was fixed in January. We will raise it with them why there are still issues and ask for the remediation timeline for you
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Are you now saying this agent was not accurate when reporting the above. You have also still not provided me with a remediation timeline.
Furthermore you informed me on Saturday March 18th that the current issue I am experiencing is also dfa backhaul issues as per the below message you sent.
This type of issue would fall into the DFA backhaul problems Vumatel has currently been facing. We are aware of remediation action they have been taking throughout the province but to my knowledge Fourways was fixed in January. We will raise it with them why there are still issues and ask for the remediation timeline for you
———-
Are you now saying this agent was not accurate when reporting the above. You have also still not provided me with a remediation timeline.