GH
Gert H
1 reviews | Active since May 2012
16 Mar 2018, 15:44
Horrible service. Horrible product.
On 01/02/2018 (month and a half ago) I opened a ticket with RSAweb regarding my 20mbps Fibre connection.
I complained about extreme high latency after 8pm during the week and all day / night on weekends. The latency to local servers were 100ms+ and extremely unstable, jumping up to 250ms+ at times.
To this date, it has been a back and forth between me and their support team, with them mainly responding with generic stuff, like "we've reset your account on our side".
Nothing is getting done. No one has even been to the premise to diagnose the issue.
When I first logged the ticket, they were quick with responses. Today, they take about a week to get back to me with: "Can you please run another speedtest to see if the issue is still there".
I'm sick and tired of paying for a 200gb 20mbps Fibre connection that I cannot use when I get home from work.
DO NOT USE RSAWEB!
Helpful (0)
Replies (1)0
Replies (1)GH
Gert H's updateReviewer Update
11 Jun 2018, 16:44Continuing on this RSAweb review:
Experience with RSAWeb has been ********** to say the least.
I got a Fibre line (20mbps) installed by them at my residential premises on the Openserve network. Feb 2018 I logged the first ticket regarding extremely high latency.
Since the first ticket was logged, I've been tossed around the company like a hot potato, dealing with multiple "support agents", sometimes 3 different people in one day. None of these people can sort out the issue. Around March, they stopped responding to me via their support platform. Eventually (May) I managed to get to someone that seemed they are determined to sort out my faulty line, I had a bit of hope, but the new found hope soon disappeared when I realized they aren't doing anything about it.
All they were doing is telling me they tweaked a couple of settings and then requested that I do a test on the line. This happened numerous times and they will never follow up when I send them the proof / tests of the high latency. Only when I send them a couple more emails, they will respond after a couple of days again saying they made some changes. Same thing. Over and over and over again.
I get it. I work for a company as well that's extremely focused on revenue. I get that top management are deploying strategies to up customer retention and squeeze every last bit of cash out of them that they can, but honestly, if they just took an hour or two to actually send someone out to come fix the issue, I could have been a lifetime customer. I am now cancelling my services and will make sure that the public knows how they treat paying customers (luckily for me, I work as a digital marketer and it's pretty easy to get my review out there).
I advise anyone considering RSAWeb to stay as far away as possible.
P.S From my limited networking knowledge, I believe they are dealing with massive amounts of congestion on their network and they probably can't solve the issue by fixing routing (another side effect by maximizing paying clients vs upgrading their network and parting with money).
GH
Gert H's update11 Jun 2018, 16:44
Reviewer Update
Continuing on this RSAweb review:
Experience with RSAWeb has been ********** to say the least.
I got a Fibre line (20mbps) installed by them at my residential premises on the Openserve network. Feb 2018 I logged the first ticket regarding extremely high latency.
Since the first ticket was logged, I've been tossed around the company like a hot potato, dealing with multiple "support agents", sometimes 3 different people in one day. None of these people can sort out the issue. Around March, they stopped responding to me via their support platform. Eventually (May) I managed to get to someone that seemed they are determined to sort out my faulty line, I had a bit of hope, but the new found hope soon disappeared when I realized they aren't doing anything about it.
All they were doing is telling me they tweaked a couple of settings and then requested that I do a test on the line. This happened numerous times and they will never follow up when I send them the proof / tests of the high latency. Only when I send them a couple more emails, they will respond after a couple of days again saying they made some changes. Same thing. Over and over and over again.
I get it. I work for a company as well that's extremely focused on revenue. I get that top management are deploying strategies to up customer retention and squeeze every last bit of cash out of them that they can, but honestly, if they just took an hour or two to actually send someone out to come fix the issue, I could have been a lifetime customer. I am now cancelling my services and will make sure that the public knows how they treat paying customers (luckily for me, I work as a digital marketer and it's pretty easy to get my review out there).
I advise anyone considering RSAWeb to stay as far away as possible.
P.S From my limited networking knowledge, I believe they are dealing with massive amounts of congestion on their network and they probably can't solve the issue by fixing routing (another side effect by maximizing paying clients vs upgrading their network and parting with money).