DL
Darren L
1 reviews | Active since Apr 2013
11 May 2021, 16:12
Very dissapointed with RocketNet
Great if your line is working, rediculously terrible service when something goes wrong. ZERO feedback unless you chase after them, took them a couple weeks to even log a ticket with vumatel, been trying to get them to fix my line and get a technician sent out for over a month. Basically feels like I've been ignored with the hope I just get fed up and stop complaining about my line dropping several times a day. Only thing that happens is another ticket gets logged or escalated but nothing is done and no feedback is given until the next time I have to call. Service has really tanked since they started. Extremely dissapointed with such poor customer support.
Helpful (0)
Replies (4)0
Replies (4)
RocketNet's replyOfficial
11 May 2021, 17:13Hi Darren,
Thank you for raising your frustration with us, we apologize that it has come to this point.
My team have pulled in our Service Delivery contact at Vumatel and they have assured me that we will be keeping you up to speed with regards to the update on your query.
A call will be made in the morning once we can revert back with some concrete information.
Kind Regards,
RocketNet Ops Team
Thank you for raising your frustration with us, we apologize that it has come to this point.
My team have pulled in our Service Delivery contact at Vumatel and they have assured me that we will be keeping you up to speed with regards to the update on your query.
A call will be made in the morning once we can revert back with some concrete information.
Kind Regards,
RocketNet Ops Team
Best regards,
RocketNet's reply11 May 2021, 17:13
Official
Hi Darren,
Thank you for raising your frustration with us, we apologize that it has come to this point.
My team have pulled in our Service Delivery contact at Vumatel and they have assured me that we will be keeping you up to speed with regards to the update on your query.
A call will be made in the morning once we can revert back with some concrete information.
Kind Regards,
RocketNet Ops Team
Thank you for raising your frustration with us, we apologize that it has come to this point.
My team have pulled in our Service Delivery contact at Vumatel and they have assured me that we will be keeping you up to speed with regards to the update on your query.
A call will be made in the morning once we can revert back with some concrete information.
Kind Regards,
RocketNet Ops Team
Best regards,
RocketNet's replyOfficial
13 May 2021, 16:02Hi Darren,
Just confirming, as per the phone call with our team, we are awaiting the Vumatel Maintenance team to attend onsite. We will revert back tomorrow once we have received confirmation of work done/issue found.
Kind Regards,
RocketNet
Just confirming, as per the phone call with our team, we are awaiting the Vumatel Maintenance team to attend onsite. We will revert back tomorrow once we have received confirmation of work done/issue found.
Kind Regards,
RocketNet
Best regards,
RocketNet's reply13 May 2021, 16:02
Official
Hi Darren,
Just confirming, as per the phone call with our team, we are awaiting the Vumatel Maintenance team to attend onsite. We will revert back tomorrow once we have received confirmation of work done/issue found.
Kind Regards,
RocketNet
Just confirming, as per the phone call with our team, we are awaiting the Vumatel Maintenance team to attend onsite. We will revert back tomorrow once we have received confirmation of work done/issue found.
Kind Regards,
RocketNet
Best regards,
DL
Darren L's updateReviewer Update
26 Jul 2021, 16:27My line is completely dead. I messaged support this morning and they told me it was an issue with vumatel provisioning my line and that the order department would help handle it, then I messaged later for an update and it was then supposedly vumatel replacing a dome fibre connection but when I pointed out the fact that other people in my complex had internet who were with rocketnet, it was somehow back to an issue with vumatel messing up an order and that you guys were going to get the order department to help... It has taken the whole day and gone full circle. After requesting someone to call me to explain what the situation is + steps being taken to resolve my issue, I've now been ignored with no reply. I part time WFH and have a family member WFH full time.
What is going on? Support shouldn't be making me chase up on everything like this. I don't want to leave another review on hellopeter so I've rep**** here instead but honestly this seems to be the only way rocketnet takes my line problems seriously and gives me straight answers.
What is going on? Support shouldn't be making me chase up on everything like this. I don't want to leave another review on hellopeter so I've rep**** here instead but honestly this seems to be the only way rocketnet takes my line problems seriously and gives me straight answers.
DL
Darren L's update26 Jul 2021, 16:27
Reviewer Update
My line is completely dead. I messaged support this morning and they told me it was an issue with vumatel provisioning my line and that the order department would help handle it, then I messaged later for an update and it was then supposedly vumatel replacing a dome fibre connection but when I pointed out the fact that other people in my complex had internet who were with rocketnet, it was somehow back to an issue with vumatel messing up an order and that you guys were going to get the order department to help... It has taken the whole day and gone full circle. After requesting someone to call me to explain what the situation is + steps being taken to resolve my issue, I've now been ignored with no reply. I part time WFH and have a family member WFH full time.
What is going on? Support shouldn't be making me chase up on everything like this. I don't want to leave another review on hellopeter so I've rep**** here instead but honestly this seems to be the only way rocketnet takes my line problems seriously and gives me straight answers.
What is going on? Support shouldn't be making me chase up on everything like this. I don't want to leave another review on hellopeter so I've rep**** here instead but honestly this seems to be the only way rocketnet takes my line problems seriously and gives me straight answers.
RocketNet's replyOfficial
22 Oct 2021, 13:29Hi Darren,
Thank you for taking our call. My team will be escalating the issue with the Fibre Network Operator and if need be dispatch someone to review the fibre connection and hardware devices.
Appreciate your understanding.
Kind Regards,
RocketNet Ops Team
Thank you for taking our call. My team will be escalating the issue with the Fibre Network Operator and if need be dispatch someone to review the fibre connection and hardware devices.
Appreciate your understanding.
Kind Regards,
RocketNet Ops Team
Best regards,
RocketNet's reply22 Oct 2021, 13:29
Official
Hi Darren,
Thank you for taking our call. My team will be escalating the issue with the Fibre Network Operator and if need be dispatch someone to review the fibre connection and hardware devices.
Appreciate your understanding.
Kind Regards,
RocketNet Ops Team
Thank you for taking our call. My team will be escalating the issue with the Fibre Network Operator and if need be dispatch someone to review the fibre connection and hardware devices.
Appreciate your understanding.
Kind Regards,
RocketNet Ops Team
Best regards,