Rocketnet are useless! Poor communication! Find a more reliable ISP!

UPDATE: AS THIS POST WAS REMOVED!!!!

I am writing to express my deep frustration and dissatisfaction with the poor service I have been experiencing from your company over the past few weeks. As a dedicated subscriber to your internet service, I rely heavily on a stable and consistent connection for my work-from-home requirements. Unfortunately, I have encountered significant service disruptions on three separate occasions within the last two weeks alone.


Upon investigating the root cause of these issues, I have discovered that they are directly related to an alleged "upgrade" that was recently conducted within my residential complex. It is evident that this upgrade was not executed correctly, as it has resulted in a significant degradation of the service quality. This situation is entirely unacceptable, as customers should not bear the consequences of poorly executed infrastructure changes.


I must emphasize that the impact of these service disruptions extends beyond inconvenience. The unreliable internet connection has had severe implications for my work productivity, and I have been compelled to purchase additional mobile data at my own expense to carry out essential tasks. These unforeseen costs further compound the financial burden caused by your service's inadequacy.


Moreover, I am deeply disappointed by the resolution time provided by your company. Waiting 3-4 days for a resolution is unacceptable, considering the criticality of a stable internet connection for my work. Such a service level agreement (SLA) fails to meet industry standards and showcases a lack of commitment to customer satisfaction. I urge you to reconsider the urgency with which you address this matter and expedite the resolution process accordingly.


Considering the aforementioned circumstances, I strongly believe that I should not be held responsible for paying my subscription fee for the current billing period. It is simply unfair to expect customers to pay for a service that has been consistently unreliable, necessitating additional expenses, and subjecting us to an unreasonably long resolution time. I have made reasonable efforts to troubleshoot the issues from my end, but the problem clearly lies with the service provided by your company.


I kindly request that you take immediate action to rectify this situation and restore the quality of service I expect as a paying customer. I expect a prompt resolution to these ongoing connectivity problems, and I urge you to undertake the necessary steps to ensure the stability and reliability of your internet service. Additionally, I request a detailed explanation of the steps being taken to rectify the faulty upgrade within my residential complex and prevent similar issues from occurring in the future.


I would appreciate a response to this complaint within [a reasonable timeframe, e.g., 48 hours] to provide reassurance that my concerns are being taken seriously. Please contact me via email or phone [provide your preferred contact details] to discuss the resolution further.


I sincerely hope that we can reach a satisfactory resolution to this matter. I value the convenience and efficiency that a reliable internet connection brings to my work, and I believe it is in both our interests to ensure a mutually beneficial business relationship.


Thank you for your attention to this pressing issue. I look forward to hearing from you soon.

UPDATE:The Link disconnect has now being resolved. However, I wanted to follow up on my recent conversation with your COO (Lee-Roy Joyce) regarding my review and reiterate my decision to keep my review posted. I appreciate your personal outreach and the opportunity to discuss the concerns I raised. However, after careful consideration, I must stand by my original review as a genuine reflection of my experience.
Firstly, I firmly believe in the power of honest feedback to drive positive change. By sharing my experience, I aimed to provide valuable insights that could benefit both your company and potential customers. By removing my review undermines the credibility of the feedback platform and diminish its value to other consumers.

Additionally, I want to address the suggestion of having a backup LTE solution. While I appreciate the intention behind this advice, it raises doubts about the reliability and trustworthiness of your own solution. Recommending a backup solution shifts the burden and additional cost onto the customer, which is not an ideal approach. It is crucial for your company to invest in identifying and resolving the root causes of the issues raised, ensuring that your product or service consistently meets the needs and expectations of your customers.

Furthermore, during my experience, I found myself having to rely excessively on mobile data to compensate for limitations or issues with your solution. This resulted in significant additional costs for me as a customer. I kindly request that your company considers offering appropriate compensation to alleviate the financial burden I have endured. Compensating customers for the expenses incurred due to shortcomings in your solution not only demonstrates your commitment to customer satisfaction but also fosters trust and loyalty.

In addition to these concerns, I would like to suggest an alternative approach for addressing customer issues. Instead of reaching out to customers to remove their posts, I recommend engaging in proactive communication with your fibre network operator to investigate why the work is not being done efficiently. Collaborating with the network operator can help identify any underlying technical or logistical challenges and work towards resolving them effectively. This approach showcases your commitment to finding solutions, collaborating with stakeholders, and improving the overall customer experience.

In summary, my review encompasses these concerns: the need for honest feedback to drive positive change, the importance of addressing underlying issues instead of relying on backup solutions, the request for compensation for the excessive data expenses incurred, and the suggestion of collaborating with your fibre network operators to address customer issues efficiently.

By acknowledging and actively working towards resolving these issues, your company can strengthen customer relationships, enhance the overall customer experience, and foster a collaborative approach with network operators.

I appreciate your attention to these matters and I remain open to further discussions. I trust that you will handle these concerns with the utmost consideration and work towards a satisfactory resolution.