EvdW
Eugene van der Walt
1 reviews | Active since Aug 2016
06 Oct 2017, 08:53
Abysmal service
Our estate opted for SADV as our fibre provider at the beginning of this year. The first phase of the project, contracted to Coreline, went ahead without a hitch and the contractor even worked on Saturdays. Communications by SADV advised that the project was earmarked for completion towards the end of July. I opted to cancel my ADSL line at the end of August so that I would have a month running the 2 systems in parallel as I work from home as a software engineer and can't afford not to have connectivity. August came and went and so did my ADSL contract. They finally managed to install my ONT device at the beginning of September and that is where my frustration peaked. For the last month there has been ZERO communication as to when they will activate internet connectivity on the ONT devices. I have contact their helpdesk a myriad times to be told I would be phoned back and only to be disappointed. They assigned an onsite consultant to deal with the project and I started contacting her to find out when we can expect to be activated. She has promised to revert with an update and has never done so. NOBODY seems to be able to give me an indication of when the services will be activated and this has gone on for 3 weeks. In the meantime I have had to work on LTE on an ad-hoc basis as I can't afford to have a 24 month LTE contract when I have a 100mb/s fibre line becoming available in the yet unknown future. This is proving to be extremely expensive.
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Replies (2)
SADV's replyOfficial
06 Oct 2017, 11:49Dear Eugene,
Thank you for your feedback. Your urgent activation has been escalated to the relevant department.
Regarding your expectations of activation date, no one would ever advise someone to cancel an existing contract until there is an activation date confirmed for your new service - this was done at your own risk.
The Schonenberg project only went live with our operations department this week, as we were deploying the ONTs as part of the Network Roll Out. The SADV team that was at your Estate on the 26th August did indicate to all residents we spoke to the lead times and expectations around the balance of the Network Roll Out at that stage - that was in fact the purpose of our Open Day on 26th August.
I will await feedback from the Cape Town team as to when your service will be activated and then advise you accordingly.
Regards,
Chantelle
SADV Marketing Manager
Best regards,
SADV's reply06 Oct 2017, 11:49
Official
Dear Eugene,
Thank you for your feedback. Your urgent activation has been escalated to the relevant department.
Regarding your expectations of activation date, no one would ever advise someone to cancel an existing contract until there is an activation date confirmed for your new service - this was done at your own risk.
The Schonenberg project only went live with our operations department this week, as we were deploying the ONTs as part of the Network Roll Out. The SADV team that was at your Estate on the 26th August did indicate to all residents we spoke to the lead times and expectations around the balance of the Network Roll Out at that stage - that was in fact the purpose of our Open Day on 26th August.
I will await feedback from the Cape Town team as to when your service will be activated and then advise you accordingly.
Regards,
Chantelle
SADV Marketing Manager
Best regards,
EvdW
Eugene van der Walt's updateReviewer Update
06 Oct 2017, 12:28Thanks for the rapid response, Chantelle.
EvdW
Eugene van der Walt's update06 Oct 2017, 12:28
Reviewer Update
Thanks for the rapid response, Chantelle.