1 reviews | Active since Dec 2015
Nothing more than a number
I was a customer of RocketNet for about 4 years. I haven't had much issues with them, however when I cam back home from holiday on the 22/12/2024 my internet was down and it was an intermittent issue.
I contacted RocketNet via the customer portal on the 23/12/2024 and reported the issue, making notice it was intermittent. I provided images and information on the issue and was informed the issue was with the fibre provider. The fibre provider visited my premises on the 24/12/2024 and it was functional.
The issue occurred intermittently over a period of 3-4 weeks, in between this time I would have to initiate contact with RocketNet and even express displeasure before they would escalate or do anything. I was constantly informed the issue resided with the fibre provider. The issue still persisted and I was billed for a full month of service even though there was issues with my line.
I requested for a credit or some sort of rebate because of the inconvenience and bad service and all I was told was that because the issue lay with the fibre provider then they would not provide me anything of that sort.
Definitely would not recommend, even after 4 years as a customer you are still treated as nothing more than a number.
Thank you for your honest feedback. We sincerely regret the experience you had, especially after being a loyal customer for four years. It’s disappointing to hear that the intermittent issue wasn’t resolved as smoothly as it should have been and that our communication didn’t meet your expectations during this time.
While we do rely on fibre providers for infrastructure-related issues, we understand that a lack of consistent updates and resolution can be frustrating. We truly appreciate your patience and take your concerns seriously. Your feedback helps us improve our service and how we handle escalations in cases like these.
If there’s anything we can do to address your concerns further, please feel free to reach out. We value every customer and regret that we didn’t meet your expectations on this occasion.
Thanks again,
RocketNet Team
Best regards,
Thank you for your honest feedback. We sincerely regret the experience you had, especially after being a loyal customer for four years. It’s disappointing to hear that the intermittent issue wasn’t resolved as smoothly as it should have been and that our communication didn’t meet your expectations during this time.
While we do rely on fibre providers for infrastructure-related issues, we understand that a lack of consistent updates and resolution can be frustrating. We truly appreciate your patience and take your concerns seriously. Your feedback helps us improve our service and how we handle escalations in cases like these.
If there’s anything we can do to address your concerns further, please feel free to reach out. We value every customer and regret that we didn’t meet your expectations on this occasion.
Thanks again,
RocketNet Team
Best regards,