RocketNet - a shocking customer service experience
Make no mistake I know not everyone has had the same experience as I have but still below is a long term technical person review. I'm an IT professional now for 15 years. As an long term internet users from the start of ADSL days where month to month was the meaning of you cancel now wait 30 days and pay no extra fees, then move to a different isp as the current one was not up to standard. these where the days of honest isp's. Please note that if you cancel with Rocketnet within the first 6 months, even though you never received a single free thing from them you have to pay R1500, there is no reason for this, just that you need to pay it and it's hidden in the terms of conditions at the bottom of point 7.6.
And tbh I will pay it with a smile, heard excellent stories decided to give them a go all went well for a few days till my fibre dropped 2 times in one week, when I esquire to why it was down they just ignored the question. Giving the Agent a bad review still did not resolve this query. Then one day my fibre was off again for the third time, log in on their support website and start a support chat, the agent starts with my line is broken, I can clearly see on my cpe that the fibre connection is active and transmitting packets. I had to request the agent to send me screenshots of my connection and I saw the issue where my router was broadcasting internal mac's to the vumtel network. the agent still wanted to log a line fault instead of troubleshooting the issue. after about 45 min using the agent as a tool I fixed my own internet.... so fair warning read their S$#$ policy very clearly. stay away, international speeds are ****py at best, local speed test looks amazing as soon as you hit something not local speed tend to go to ****.
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Replies (4)
RocketNet's replyOfficial
21 Oct 2019, 14:51Hi Wybrand, This information has been duly noted. We cannot sincerely apologise enough for this inconvenience, and we are deeply saddened by this. This issue has been escalated to the very highest and is being dealt with utmost care. We work extremely hard to make sure that all our clients are always treated with the highest priority and care. We were unfortunately in this instance not able to meet your expectations with us and would like to fix this. We will be in contact with you regarding this issue to resolve and win back your trust as our very loyal client. Thank you for your patience and understanding and allowing us the opportunity to win back your trust. Warmest regards, Rocketnet Support
Best regards,
RocketNet's reply21 Oct 2019, 14:51
Official
Hi Wybrand, This information has been duly noted. We cannot sincerely apologise enough for this inconvenience, and we are deeply saddened by this. This issue has been escalated to the very highest and is being dealt with utmost care. We work extremely hard to make sure that all our clients are always treated with the highest priority and care. We were unfortunately in this instance not able to meet your expectations with us and would like to fix this. We will be in contact with you regarding this issue to resolve and win back your trust as our very loyal client. Thank you for your patience and understanding and allowing us the opportunity to win back your trust. Warmest regards, Rocketnet Support
Best regards,
RocketNet's replyOfficial
21 Oct 2019, 14:55Hi Wybrand,
Trust all is still well. Tried to call you now on your mobile number, however could not reach.
I will try again shortly to call and assist to resolve this issue.
Warmest regards,
Rocketnet Support
Trust all is still well. Tried to call you now on your mobile number, however could not reach.
I will try again shortly to call and assist to resolve this issue.
Warmest regards,
Rocketnet Support
Best regards,
RocketNet's reply21 Oct 2019, 14:55
Official
Hi Wybrand,
Trust all is still well. Tried to call you now on your mobile number, however could not reach.
I will try again shortly to call and assist to resolve this issue.
Warmest regards,
Rocketnet Support
Trust all is still well. Tried to call you now on your mobile number, however could not reach.
I will try again shortly to call and assist to resolve this issue.
Warmest regards,
Rocketnet Support
Best regards,
's updateReviewer Update
22 Oct 2019, 10:14Based on our converstion as agreed the below will be removed :
Please note that if you cancel with Rocketnet within the first 6 months, even though you never received a single free thing from them you have to pay R1500, there is no reason for this, just that you need to pay it and it's hidden in the terms of conditions at the bottom of point 7.6.
It is stated in their cancellation policy, but as a new customer please be advised by this.
Please note that if you cancel with Rocketnet within the first 6 months, even though you never received a single free thing from them you have to pay R1500, there is no reason for this, just that you need to pay it and it's hidden in the terms of conditions at the bottom of point 7.6.
It is stated in their cancellation policy, but as a new customer please be advised by this.
's update22 Oct 2019, 10:14
Reviewer Update
Based on our converstion as agreed the below will be removed :
Please note that if you cancel with Rocketnet within the first 6 months, even though you never received a single free thing from them you have to pay R1500, there is no reason for this, just that you need to pay it and it's hidden in the terms of conditions at the bottom of point 7.6.
It is stated in their cancellation policy, but as a new customer please be advised by this.
Please note that if you cancel with Rocketnet within the first 6 months, even though you never received a single free thing from them you have to pay R1500, there is no reason for this, just that you need to pay it and it's hidden in the terms of conditions at the bottom of point 7.6.
It is stated in their cancellation policy, but as a new customer please be advised by this.
RocketNet's replyOfficial
22 Oct 2019, 12:19Hi Wybrand,
Thank you for your time today on the phone. Once again apologies for this inconvenience.
You have confirmed that you are disappointed that your internet went down and you did not get the answers that you were looking for.
Your internet connection went down 20.09.2019 23:25 for approx 40 mins. We suspect your internet went down due to maintenance or changes being done on the network. Please note that changes are normally done at this time as when there is the least traffic on the networks.
" Asked twice why the internet was down for 40 minutes, question just gets ignored. "
" it's sorted, it was off line for 40 minutes, your website did not indicate any issue at the current time. "
I can also confirm that your service is on a fibre to the home service and does come with a fibre to the home SLA.
As per telephonic discussion, apologised for this and confirmed that this issue will be dealt with.
We wish you all the best with your new ISP.
Thank you,
Warmest regards,
Rocketnet Support
Thank you for your time today on the phone. Once again apologies for this inconvenience.
You have confirmed that you are disappointed that your internet went down and you did not get the answers that you were looking for.
Your internet connection went down 20.09.2019 23:25 for approx 40 mins. We suspect your internet went down due to maintenance or changes being done on the network. Please note that changes are normally done at this time as when there is the least traffic on the networks.
" Asked twice why the internet was down for 40 minutes, question just gets ignored. "
" it's sorted, it was off line for 40 minutes, your website did not indicate any issue at the current time. "
I can also confirm that your service is on a fibre to the home service and does come with a fibre to the home SLA.
As per telephonic discussion, apologised for this and confirmed that this issue will be dealt with.
We wish you all the best with your new ISP.
Thank you,
Warmest regards,
Rocketnet Support
Best regards,
RocketNet's reply22 Oct 2019, 12:19
Official
Hi Wybrand,
Thank you for your time today on the phone. Once again apologies for this inconvenience.
You have confirmed that you are disappointed that your internet went down and you did not get the answers that you were looking for.
Your internet connection went down 20.09.2019 23:25 for approx 40 mins. We suspect your internet went down due to maintenance or changes being done on the network. Please note that changes are normally done at this time as when there is the least traffic on the networks.
" Asked twice why the internet was down for 40 minutes, question just gets ignored. "
" it's sorted, it was off line for 40 minutes, your website did not indicate any issue at the current time. "
I can also confirm that your service is on a fibre to the home service and does come with a fibre to the home SLA.
As per telephonic discussion, apologised for this and confirmed that this issue will be dealt with.
We wish you all the best with your new ISP.
Thank you,
Warmest regards,
Rocketnet Support
Thank you for your time today on the phone. Once again apologies for this inconvenience.
You have confirmed that you are disappointed that your internet went down and you did not get the answers that you were looking for.
Your internet connection went down 20.09.2019 23:25 for approx 40 mins. We suspect your internet went down due to maintenance or changes being done on the network. Please note that changes are normally done at this time as when there is the least traffic on the networks.
" Asked twice why the internet was down for 40 minutes, question just gets ignored. "
" it's sorted, it was off line for 40 minutes, your website did not indicate any issue at the current time. "
I can also confirm that your service is on a fibre to the home service and does come with a fibre to the home SLA.
As per telephonic discussion, apologised for this and confirmed that this issue will be dealt with.
We wish you all the best with your new ISP.
Thank you,
Warmest regards,
Rocketnet Support
Best regards,