Service Outage, Poor Communication, and Unfair Charges

I am deeply disappointed with RSAWeb’s handling of our recent service outage. We were without internet connection from Wednesday until Monday afternoon, and when it finally came back, it was still unreliable and cutting in and out. During this time, RSAWeb failed to communicate properly, my husband and I had to call multiple times just to get updates, which cost us additional airtime on top of the mobile data we had to buy to stay online.

After all that inconvenience, RSAWeb has refused to reimburse us for the 6 days without service and now insists on charging almost R200 to collect their router, even though installation was free when the contract began. This is unacceptable and contrary to basic consumer fairness.

I expected much better service and accountability from a national ISP. I hope RSAWeb reconsiders its stance, as this experience has left us with no confidence in their customer support or service reliability.