sS
stuart S
1 reviews | Active since Jan 2012
05 Feb 2021, 15:39
Shocking
No internet for 8 days in a row and they expect you to pay for a full month. When you cancel your account after being a loyal customer for 3 years and nobody could be bothered to call you. Not how you treat a customer.
Helpful (0)
Replies (6)0
Replies (6)
RocketNet's replyOfficial
05 Feb 2021, 16:14Afternoon Stuart,
Thank you for your review, appreciated. Once again please accept our very sincerest apologies for this.
We can confirm that we did discuss this matter with you telephonically. The fibre network operator in your area, that supplies the fibre infrastructure does not give credit for the down days as per the terms and conditions, fibre to the home services are best effort.
The fibre infrastructure in the area was damaged by a 3rd party and the break was extensive and required quite a bit of repairs that took longer due to the circumstances.
We are very sad to think we have lost a loyal client and can assure you this is not the intension.
We will work even harder to try and see how we can better this to make sure something like this does not happen again.
We will be in contact again to try and win back your trust.
Once again, sincerest apologies for this.
Thank you,
Rocketnet Team
Thank you for your review, appreciated. Once again please accept our very sincerest apologies for this.
We can confirm that we did discuss this matter with you telephonically. The fibre network operator in your area, that supplies the fibre infrastructure does not give credit for the down days as per the terms and conditions, fibre to the home services are best effort.
The fibre infrastructure in the area was damaged by a 3rd party and the break was extensive and required quite a bit of repairs that took longer due to the circumstances.
We are very sad to think we have lost a loyal client and can assure you this is not the intension.
We will work even harder to try and see how we can better this to make sure something like this does not happen again.
We will be in contact again to try and win back your trust.
Once again, sincerest apologies for this.
Thank you,
Rocketnet Team
RocketNet's reply05 Feb 2021, 16:14
Official
Afternoon Stuart,
Thank you for your review, appreciated. Once again please accept our very sincerest apologies for this.
We can confirm that we did discuss this matter with you telephonically. The fibre network operator in your area, that supplies the fibre infrastructure does not give credit for the down days as per the terms and conditions, fibre to the home services are best effort.
The fibre infrastructure in the area was damaged by a 3rd party and the break was extensive and required quite a bit of repairs that took longer due to the circumstances.
We are very sad to think we have lost a loyal client and can assure you this is not the intension.
We will work even harder to try and see how we can better this to make sure something like this does not happen again.
We will be in contact again to try and win back your trust.
Once again, sincerest apologies for this.
Thank you,
Rocketnet Team
Thank you for your review, appreciated. Once again please accept our very sincerest apologies for this.
We can confirm that we did discuss this matter with you telephonically. The fibre network operator in your area, that supplies the fibre infrastructure does not give credit for the down days as per the terms and conditions, fibre to the home services are best effort.
The fibre infrastructure in the area was damaged by a 3rd party and the break was extensive and required quite a bit of repairs that took longer due to the circumstances.
We are very sad to think we have lost a loyal client and can assure you this is not the intension.
We will work even harder to try and see how we can better this to make sure something like this does not happen again.
We will be in contact again to try and win back your trust.
Once again, sincerest apologies for this.
Thank you,
Rocketnet Team
sS
stuart S's updateReviewer Update
06 Feb 2021, 11:33I think you are mistaken.
Vumatel only got on site 8 days after I reported it. Once they arrived the problem was fixed within an hour.
I made numerous requests for management to contact me which they never did
Vumatel only got on site 8 days after I reported it. Once they arrived the problem was fixed within an hour.
I made numerous requests for management to contact me which they never did
sS
stuart S's update06 Feb 2021, 11:33
Reviewer Update
I think you are mistaken.
Vumatel only got on site 8 days after I reported it. Once they arrived the problem was fixed within an hour.
I made numerous requests for management to contact me which they never did
Vumatel only got on site 8 days after I reported it. Once they arrived the problem was fixed within an hour.
I made numerous requests for management to contact me which they never did
RocketNet's replyOfficial
06 Feb 2021, 13:21Morning Stuart,
Thank you for your reply. After further investigation we also found that seems the fibre network operator had some issues to access the site for the repairs, thus also causing delays in the repair.
"[JAN-14-21 8:47 AM Samukelo] Please note we need access into unit 19 to fix this site. The owner of that residence can only grant LA access next week Monday the 18th. This fault will only be attended then.
Once again please accept our sincerest apologies for this, Rocketnet did everything possible to get your link back up as quickly as possible.
Rocketnet team always takes links being down very seriously as we know that our clients depend on their connection as most are working from home these days. We do everything we can to make sure that the link is restored with the quickest time possible.
Once again, please accept our sincerest apologies that we did not meet your expectations in regards to the credit you requested for the downtime.
We did request credit for this from the FNO, however the SLA does state best effort service and did not in this instance allow for credit to be passed.
Thank you for your understanding.
Warmest regards
Thank you for your reply. After further investigation we also found that seems the fibre network operator had some issues to access the site for the repairs, thus also causing delays in the repair.
"[JAN-14-21 8:47 AM Samukelo] Please note we need access into unit 19 to fix this site. The owner of that residence can only grant LA access next week Monday the 18th. This fault will only be attended then.
Once again please accept our sincerest apologies for this, Rocketnet did everything possible to get your link back up as quickly as possible.
Rocketnet team always takes links being down very seriously as we know that our clients depend on their connection as most are working from home these days. We do everything we can to make sure that the link is restored with the quickest time possible.
Once again, please accept our sincerest apologies that we did not meet your expectations in regards to the credit you requested for the downtime.
We did request credit for this from the FNO, however the SLA does state best effort service and did not in this instance allow for credit to be passed.
Thank you for your understanding.
Warmest regards
RocketNet's reply06 Feb 2021, 13:21
Official
Morning Stuart,
Thank you for your reply. After further investigation we also found that seems the fibre network operator had some issues to access the site for the repairs, thus also causing delays in the repair.
"[JAN-14-21 8:47 AM Samukelo] Please note we need access into unit 19 to fix this site. The owner of that residence can only grant LA access next week Monday the 18th. This fault will only be attended then.
Once again please accept our sincerest apologies for this, Rocketnet did everything possible to get your link back up as quickly as possible.
Rocketnet team always takes links being down very seriously as we know that our clients depend on their connection as most are working from home these days. We do everything we can to make sure that the link is restored with the quickest time possible.
Once again, please accept our sincerest apologies that we did not meet your expectations in regards to the credit you requested for the downtime.
We did request credit for this from the FNO, however the SLA does state best effort service and did not in this instance allow for credit to be passed.
Thank you for your understanding.
Warmest regards
Thank you for your reply. After further investigation we also found that seems the fibre network operator had some issues to access the site for the repairs, thus also causing delays in the repair.
"[JAN-14-21 8:47 AM Samukelo] Please note we need access into unit 19 to fix this site. The owner of that residence can only grant LA access next week Monday the 18th. This fault will only be attended then.
Once again please accept our sincerest apologies for this, Rocketnet did everything possible to get your link back up as quickly as possible.
Rocketnet team always takes links being down very seriously as we know that our clients depend on their connection as most are working from home these days. We do everything we can to make sure that the link is restored with the quickest time possible.
Once again, please accept our sincerest apologies that we did not meet your expectations in regards to the credit you requested for the downtime.
We did request credit for this from the FNO, however the SLA does state best effort service and did not in this instance allow for credit to be passed.
Thank you for your understanding.
Warmest regards
RocketNet's replyOfficial
06 Feb 2021, 13:21Hi Stuart,
Thank you for your reply. After further investigation we also found that seems the fibre network operator had some issues to access the site for the repairs, thus also causing delays in the repair.
"[JAN-14-21 8:47 AM Samukelo] Please note we need access into unit 19 to fix this site. The owner of that residence can only grant LA access next week Monday the 18th. This fault will only be attended then.
Once again please accept our sincerest apologies for this, Rocketnet did everything possible to get your link back up as quickly as possible.
Rocketnet team always takes links being down very seriously as we know that our clients depend on their connection as most are working from home these days. We do everything we can to make sure that the link is restored with the quickest time possible.
Once again, please accept our sincerest apologies that we did not meet your expectations in regards to the credit you requested for the downtime.
We did request credit for this from the FNO, however the SLA does state best effort service and did not in this instance allow for credit to be passed.
Thank you for your understanding.
Warmest regards
Thank you for your reply. After further investigation we also found that seems the fibre network operator had some issues to access the site for the repairs, thus also causing delays in the repair.
"[JAN-14-21 8:47 AM Samukelo] Please note we need access into unit 19 to fix this site. The owner of that residence can only grant LA access next week Monday the 18th. This fault will only be attended then.
Once again please accept our sincerest apologies for this, Rocketnet did everything possible to get your link back up as quickly as possible.
Rocketnet team always takes links being down very seriously as we know that our clients depend on their connection as most are working from home these days. We do everything we can to make sure that the link is restored with the quickest time possible.
Once again, please accept our sincerest apologies that we did not meet your expectations in regards to the credit you requested for the downtime.
We did request credit for this from the FNO, however the SLA does state best effort service and did not in this instance allow for credit to be passed.
Thank you for your understanding.
Warmest regards
RocketNet's reply06 Feb 2021, 13:21
Official
Hi Stuart,
Thank you for your reply. After further investigation we also found that seems the fibre network operator had some issues to access the site for the repairs, thus also causing delays in the repair.
"[JAN-14-21 8:47 AM Samukelo] Please note we need access into unit 19 to fix this site. The owner of that residence can only grant LA access next week Monday the 18th. This fault will only be attended then.
Once again please accept our sincerest apologies for this, Rocketnet did everything possible to get your link back up as quickly as possible.
Rocketnet team always takes links being down very seriously as we know that our clients depend on their connection as most are working from home these days. We do everything we can to make sure that the link is restored with the quickest time possible.
Once again, please accept our sincerest apologies that we did not meet your expectations in regards to the credit you requested for the downtime.
We did request credit for this from the FNO, however the SLA does state best effort service and did not in this instance allow for credit to be passed.
Thank you for your understanding.
Warmest regards
Thank you for your reply. After further investigation we also found that seems the fibre network operator had some issues to access the site for the repairs, thus also causing delays in the repair.
"[JAN-14-21 8:47 AM Samukelo] Please note we need access into unit 19 to fix this site. The owner of that residence can only grant LA access next week Monday the 18th. This fault will only be attended then.
Once again please accept our sincerest apologies for this, Rocketnet did everything possible to get your link back up as quickly as possible.
Rocketnet team always takes links being down very seriously as we know that our clients depend on their connection as most are working from home these days. We do everything we can to make sure that the link is restored with the quickest time possible.
Once again, please accept our sincerest apologies that we did not meet your expectations in regards to the credit you requested for the downtime.
We did request credit for this from the FNO, however the SLA does state best effort service and did not in this instance allow for credit to be passed.
Thank you for your understanding.
Warmest regards
sS
stuart S's updateReviewer Update
06 Feb 2021, 13:30They only requested on the Friday 5 days after I reported it. So no issue with getting access.
sS
stuart S's update06 Feb 2021, 13:30
Reviewer Update
They only requested on the Friday 5 days after I reported it. So no issue with getting access.
RocketNet's replyOfficial
10 Feb 2021, 18:33Hi Stuart,
We wish you all the best with your new ISP. Once again really sorry we were in this case not able to meet your expectations.
Please feel free to let us know anytime if there is anything, we can do for you and it will be our pleasure.
Warmest regards,
Rocketnet Team
We wish you all the best with your new ISP. Once again really sorry we were in this case not able to meet your expectations.
Please feel free to let us know anytime if there is anything, we can do for you and it will be our pleasure.
Warmest regards,
Rocketnet Team
RocketNet's reply10 Feb 2021, 18:33
Official
Hi Stuart,
We wish you all the best with your new ISP. Once again really sorry we were in this case not able to meet your expectations.
Please feel free to let us know anytime if there is anything, we can do for you and it will be our pleasure.
Warmest regards,
Rocketnet Team
We wish you all the best with your new ISP. Once again really sorry we were in this case not able to meet your expectations.
Please feel free to let us know anytime if there is anything, we can do for you and it will be our pleasure.
Warmest regards,
Rocketnet Team