Urgent: Internet Outage – No Resolution After Four Days
This is now day four without internet access, and despite multiple engagements, no real resolution or explanation has been provided. As noted in our previous messages on other platforms, I have been forced to purchase an 18GB data bundle for R549 just to work remotely, which is unacceptable. I am deeply concerned about the apparent lack of urgency in resolving this issue. At this point, I would like you to provide me with the contact details of a complaints team and/or a manager who can expedite this matter. Octotel has only replaced the fibre box, yet the problem persists, with no meaningful intervention beyond that. Situation: Since the evening of 11 February 2025 (Tuesday), I have been experiencing intermittent connectivity issues with my RSAWEB Fibre (Octotel). I immediately logged a fault (Reference: RSA#***), yet despite continuous follow-ups with multiple technical support agents, there has been no resolution. The initial agent advised a router reset (Deco Mesh), but when the line cut out, I had to start over with a different agent, who then instructed me to: 1. Connect via Ethernet to my Deco Mesh, open CMD, and retrieve my IPV4 & IPV6 details. Upon review, he indicated that the IP address displayed was not typical of one issued by RSAWEB/Octotel. He assured me he would escalate this to Octotel, but I have received no update since. 2. On 12 February 2025, my ticket (RSA#***) was logged as a fault with Octotel. No further instruction was given, and I was simply told to wait for Octotel to reach out. 3. On 13 February 2025, during a live chat session, I was informed (Reference: RSA#***) that Octotel had marked the line as "off," yet I was still not given any concrete solution or action plan. Despite all of this, I remain without internet access and have been forced to spend additional money just to work from home. This is completely unacceptable. I have provided photos, serial numbers, video clips, and detailed descriptions of the issue multiple times, yet the response has been inadequate. This is not just a minor inconvenience—it is significantly impacting my household and disrupting my ability to work. I need a clear resolution and accountability for why this has taken so long. If this is not addressed immediately, I will have no choice but to escalate this matter further. Please provide me with a senior contact person who can take ownership of this case and ensure it is resolved urgently.