DK
Dave K
1 reviews | Active since Oct 2016
14 Aug 2019, 16:08
BAD SERVICE
Worst service i have ever received, you don't even bother replying to my followup support queries to find out when my fibre link will be sorted out. 5 days the link has been down with absolutely no idea as to when it will be restored. Learn what the word service means.
Helpful (0)
Replies (5)0
Replies (5)
SADV's replyOfficial
14 Aug 2019, 16:18Hi Dave, we see that you reside in Brackendowns. Unfortunately, the situation in Brackendowns is as follows:
Over the weekend we noticed the connection drop to some customers. We sent out our subcontractor to rectify and noticed that along with a break in our fibre (caused by vandalism), there was a water leak which also affected the connectivity. Unfortunately, we could not work on that particular area until Monday, as we needed council's permission and assistance. On Monday, we went back to site with the council and start to fix the break. It was then discovered that more of our manholes had been vandalised. We have been working on rectifying this issue during the day as well as after hours to get customers up and running as quickly as possible. Some of the man holes have been fixed and customers are back up and running, however, there are still more manholes needing repairs. Our team gave us an ETR for the area yesterday afternoon as 48 hours. Therefore, all connections should be restored before the end of tomorrow. We are truly sorry for the inconvenience caused by this all and are urging customers to please report any suspicious activity in the area to us - *** so this can be avoided.
Over the weekend we noticed the connection drop to some customers. We sent out our subcontractor to rectify and noticed that along with a break in our fibre (caused by vandalism), there was a water leak which also affected the connectivity. Unfortunately, we could not work on that particular area until Monday, as we needed council's permission and assistance. On Monday, we went back to site with the council and start to fix the break. It was then discovered that more of our manholes had been vandalised. We have been working on rectifying this issue during the day as well as after hours to get customers up and running as quickly as possible. Some of the man holes have been fixed and customers are back up and running, however, there are still more manholes needing repairs. Our team gave us an ETR for the area yesterday afternoon as 48 hours. Therefore, all connections should be restored before the end of tomorrow. We are truly sorry for the inconvenience caused by this all and are urging customers to please report any suspicious activity in the area to us - *** so this can be avoided.
Best regards,
SADV's reply14 Aug 2019, 16:18
Official
Hi Dave, we see that you reside in Brackendowns. Unfortunately, the situation in Brackendowns is as follows:
Over the weekend we noticed the connection drop to some customers. We sent out our subcontractor to rectify and noticed that along with a break in our fibre (caused by vandalism), there was a water leak which also affected the connectivity. Unfortunately, we could not work on that particular area until Monday, as we needed council's permission and assistance. On Monday, we went back to site with the council and start to fix the break. It was then discovered that more of our manholes had been vandalised. We have been working on rectifying this issue during the day as well as after hours to get customers up and running as quickly as possible. Some of the man holes have been fixed and customers are back up and running, however, there are still more manholes needing repairs. Our team gave us an ETR for the area yesterday afternoon as 48 hours. Therefore, all connections should be restored before the end of tomorrow. We are truly sorry for the inconvenience caused by this all and are urging customers to please report any suspicious activity in the area to us - *** so this can be avoided.
Over the weekend we noticed the connection drop to some customers. We sent out our subcontractor to rectify and noticed that along with a break in our fibre (caused by vandalism), there was a water leak which also affected the connectivity. Unfortunately, we could not work on that particular area until Monday, as we needed council's permission and assistance. On Monday, we went back to site with the council and start to fix the break. It was then discovered that more of our manholes had been vandalised. We have been working on rectifying this issue during the day as well as after hours to get customers up and running as quickly as possible. Some of the man holes have been fixed and customers are back up and running, however, there are still more manholes needing repairs. Our team gave us an ETR for the area yesterday afternoon as 48 hours. Therefore, all connections should be restored before the end of tomorrow. We are truly sorry for the inconvenience caused by this all and are urging customers to please report any suspicious activity in the area to us - *** so this can be avoided.
Best regards,
DK
Dave K's updateReviewer Update
14 Aug 2019, 16:26All fine and well, why do I have to go public to get a decent response, surely your first line support could advise customers correctly as all I wanted to know was roughly when could I expect it up
DK
Dave K's update14 Aug 2019, 16:26
Reviewer Update
All fine and well, why do I have to go public to get a decent response, surely your first line support could advise customers correctly as all I wanted to know was roughly when could I expect it up
SADV's replyOfficial
14 Aug 2019, 16:33Hi Dave, we are truly sorry that they did not assist you. We have sent these notifications our ISPs to forward on to their customers as well as posted it on our Twitter feed. Again, truly sorry that you had to take it to this platform to get some feedback!
Best regards,
SADV's reply14 Aug 2019, 16:33
Official
Hi Dave, we are truly sorry that they did not assist you. We have sent these notifications our ISPs to forward on to their customers as well as posted it on our Twitter feed. Again, truly sorry that you had to take it to this platform to get some feedback!
Best regards,
DK
Dave K's updateReviewer Update
16 Aug 2019, 16:29The isp’s are even worse at customer service delivery , if they weren’t I wouldn’t be try to sort this out myself. So I had somebody from SADV call me yesterday to see if the link was up yet, I told them it wasn’t he said something about just now , today I get home and what a surprise NO Fibre. Just make sure I am reimbursed for the time the link has not been running
DK
Dave K's update16 Aug 2019, 16:29
Reviewer Update
The isp’s are even worse at customer service delivery , if they weren’t I wouldn’t be try to sort this out myself. So I had somebody from SADV call me yesterday to see if the link was up yet, I told them it wasn’t he said something about just now , today I get home and what a surprise NO Fibre. Just make sure I am reimbursed for the time the link has not been running
SADV's replyOfficial
16 Aug 2019, 16:56Hi Dave, unfortunately, although we managed to fix the manholes and get the network up for the majority of the customers, we were informed at 1pm by our team on site that the council had damaged our main feed again today. Our team has been working on it and are hoping to get everything rectified ASAP.
Best regards,
SADV's reply16 Aug 2019, 16:56
Official
Hi Dave, unfortunately, although we managed to fix the manholes and get the network up for the majority of the customers, we were informed at 1pm by our team on site that the council had damaged our main feed again today. Our team has been working on it and are hoping to get everything rectified ASAP.
Best regards,