RocketNet the worst service provider yet

Below is a online chat with a RocketNet staff member answering all my questions before I sign up. Days before RocketNet came to install my router I was desperately trying to get answers about the static IP, Mellnick Morris was the RocketNet staff member assigned to me now, and he had promised to get someone to call me about the static IP, however on the day they came to install I still did not have feedback on the static IP. Then after a small angry moment on my side I finally go word back for my static IP address, the answer was simply Oh no sorry but we do not do static IP addresses, instead of getting back to me before installation so I could cancel, they wait until your locked in and then still tell me there is a cancelation fee I just pay if I cancel.

Now almost two months into service I still did not receive an invoice, so I used the online chat tool on RocketNets website and started speaking with Mo, I asked Mo where is my invoice, he said we have added you to the system (I soon got an email confirming this, so someone forgot to add me to the billing system) Mo then said I should have the invoice within a day or two, so I then asked him who would the invoice be made out to as my company will be paying for this not me, he rep**** saying the same details you captured on signing up, I said great but can you confirm please, he rep**** with the correct details, and the next day I received my bill, well the invoice was not made out to my company and guess what there was an activation fee on the invoice. Not only is the activation fee not listed on RocketNets website for Metro Fibre products but in my online chat history its 100% clear that there is no activation fee for the 100mb package “(10:56:26 AM) Jade: The 100 doesn't have a setup fee, yes” furthermore the invoice is not correct, they mistakenly gave me a 50mb fibre account and for 2 days I was battling to get them to rectify this, eventually they did but the invoice did not credit me for these two days.

So to sum up RocketNet, if you do not micro manage them things will not be done correctly and you will most likely be incorrectly billed and extremely dissatisfied with your service. In my case even after micro managing I still did not get positive outcome. Surely RocketNet management is giving the staff adequate training? Maybe they are just under paying their staff and thus shows in their customer service levels, whichever is the cause I must say that RocketNet has been the worst ISP I have ever dealt with even worse than Telkom in the days of ADSL.

7 May, 13:55 SAST Chat started: 2018-05-07 10:50 AM UTC (10:50:26 AM) Visitor ********** 1 is now known as Bryce. (10:50:26 AM) Bryce: Hi There, I wanted to find out if Metro Fibre now allows 3rd part hosting providers in my area. (10:50:36 AM) *** Jade joined the chat *** (10:50:37 AM) Jade: Hello (10:50:46 AM) Jade: What area are you in? (10:50:59 AM) Jade: Let me check fo ryou (10:51:04 AM) Bryce: thanks (10:52:13 AM) Jade: Yes it is (10:52:38 AM) Bryce: In order to move from Metro Fibre to Rocketnet what do I have to do? (10:52:50 AM) Jade: Cancel with them and sign up with us (10:54:09 AM) Bryce: Will there be downtime? (10:54:40 AM) Jade: No we will do a hardware swop on your last day of service with MFN \ (10:55:09 AM) Bryce: What are the setup costs? (10:55:17 AM) Jade: R500 (10:55:52 AM) Bryce: 100mb up and down is R1205 incl VAT? (10:56:26 AM) Jade: The 100 doesn't have a set up fee, yes (10:57:06 AM) Bryce: Is the IP address static? (11:07:07 AM) Jade: No it is Dynamic (11:08:53 AM) Bryce: Am I able to get a static IP? (11:11:40 AM) Jade: Yes