Avoid This ISP: My Real Experience with Delayed Fibre Activation, Poor Communication and Refund Runaround in South Africa

As someone who works in SEO and depends on a reliable internet connection to earn a living, I do not take connectivity lightly. Unfortunately, my recent experience with this ISP has been a complete failure and should serve as a warning to anyone considering them.

I recently moved into a new apartment that already has fibre installed. All I needed was a simple activation. With a strict deadline, I needed the connection live within two days. I decided to try a smaller and relatively unknown provider, assuming they would be more responsive and motivated to deliver good service.

That assumption was a mistake.

From the beginning, communication was poor. I dealt with a representative named Dyllon Agulhas, who took an unreasonable amount of time to respond to basic questions. When I asked if this slow response time was standard, he told me he was chatting to multiple people. While that may be true, it is not something you tell a potential customer and it immediately raised concerns about their service capacity.

Despite these early warning signs, I proceeded with the order. I was informed that cancelling would result in a connection fee, which I accepted based on the expectation that the service would be delivered within a reasonable timeframe.

Less than 24 hours after making payment, I followed up for progress. Once again, responses took hours, and it felt like I was being ignored. By the time my deadline arrived on the 1st, there was still no clear progress or confirmation.

I then signed up with another ISP. They completed the process and got me connected before this company could even respond to my query.

At that point, I requested a refund. Instead of resolving the matter, I received a generic message stating that my request had been transferred to the Retentions Department, with no urgency or real acknowledgment of the situation.

To be clear, I have already paid another provider who delivered the service on time. There is no reason for me to continue with this ISP. Delaying my refund only reinforces the impression of poor service and questionable practices.

Key Issues: Extremely slow and inconsistent communication Unprofessional customer interaction Failure to meet basic delivery expectations Delayed and unclear refund handling No urgency despite clear customer deadlines Final Thoughts:

There is a common belief that larger ISPs can be impersonal or profit-driven. That may be true, but they at least have systems in place to deliver and retain customers. In this case, choosing a smaller provider resulted in worse service, not better.

Lesson learned: Never make payment without clear confirmation of delivery timelines.

Recommendation: Avoid this provider if your time, money, and productivity matter.