Uncapped Fibre Internet Disrupted Once Again, 4th day in a row

To whom it may concern

Our internet is once again down for several hours. What seems to be the problem? This has been happening the whole week, every day for hours at a time. You are not very efficient in communicating to your customers the problems experienced and the reason for the disruption in service. I suggest you fix this communication problem before you loose clients due to bad customer service. Common now, this is customer service 101, good communication.

Secondly, do not simply say 'unknown' under most columns as this just increases frustration due to uncer*****y and creates the impression that you do not really care or are *********** in addressing and quickly resolving ad hoc issues that arises. This results in lack of trust and animosity which could have been dampened if only you communicated clearly to your customers.

Lastly, when the issue has been 'resolved' please provide more information on what exactly the cause for the outage was. Every day we get told the problem has been fixed but then it just repeats itself again the next day for numerous days without seemingly really resolving the issue. Please do not make this a norm, I am very unhappy with the service this past week and suggest you take my suggestions seriously as I echo the frustration of my entire street and you are going to loose customers if this lack of clear communication and daily disruptions continues in this manner.

Most people rely on internet in order to work and get an income to provide for their families. This truly is very disruptive and prevents people from doing so, thus leading to missed income or even anger from employers not understanding why their employees are not doing their jobs and giving the same lame excuse every day. Do you see the chain effect of this?

I have also noticed that the priority seems to always be set to "medium". This is not a medium issue, all issues should be treated as urgent as you can surely agree given my above reasoning and unintended domino effect of bad communication and daily occurrences. Everyone can understand if something unexpected leads to disruption every once in a while and can surely find forgiven, however every day for a week without clear communication as to what the actual problem is and when it will actually be resolved followed by simply misleading your customers by stating the issue is resolved when it is made quite obvious it is not, by the issue repeating multiple days in a row. Every day the same unclear communication and false pretence of having "solved" the problem is sent to your customers. Surely you can do better than generic messages on loop? You might as well not send the communication as it just shines light on your lack of actually providing this service of "communicating" outages and comes across ingenious and merely for show and a tick onder provided "service".

Please insure that you consider the points raised as I am providing you with valuable feedback and ways to improve your service. Please address my concerns and improve in the future as I am sure you cannot afford to loose mass amounts of customers with the covid-19 economic situation being our reality. I will be sure to observe if my feedback has been taken seriously and whether you actually address this or simply ignore it.

Best companies start realising that they are in the business of customer service and infest more time in customer satisfaction as the customers are at the end of the day the providers of revenue for your company to stay open and should be given much more attention which in the end will lead to long term benefits for both customer and RSAWeb as a company.

Kind Regards, Ronelle Griffiths Technical Consultant