ES
Eugene S
1 reviews | Active since Dec 2019
15 Dec 2019, 20:17
Line down 48 hours and counting
Line has been down for 2 days, all calls to service department gives same answer. No eta. Horrible service.
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Replies (3)0
Replies (3)
SADV's replyOfficial
17 Dec 2019, 10:27Good day Eugene, apologies for the downtime you have experienced. Unfortunately, there was a fibre break in your area on our backhaul provider's network. Upon fixing the break, they changed the connections around, affecting numerous connections. We subsequently, have been to site with our contractor, our own technicians as well as had our backhaul provider on site to rectify this. Many connections were restored over the weekend, with the team working non-stop in the area. They are back in the area today to resolve the final connections. Please note that roughly seventeen updates have been sent to all our ISPs and retail customers. Please ask your ISP for these updates.
Best regards,
SADV's reply17 Dec 2019, 10:27
Official
Good day Eugene, apologies for the downtime you have experienced. Unfortunately, there was a fibre break in your area on our backhaul provider's network. Upon fixing the break, they changed the connections around, affecting numerous connections. We subsequently, have been to site with our contractor, our own technicians as well as had our backhaul provider on site to rectify this. Many connections were restored over the weekend, with the team working non-stop in the area. They are back in the area today to resolve the final connections. Please note that roughly seventeen updates have been sent to all our ISPs and retail customers. Please ask your ISP for these updates.
Best regards,
ES
Eugene S's updateReviewer Update
17 Dec 2019, 10:32Thank you for coming back and letting me know what the issue is. I understand that lines break and networks go down, my complaint is around the support not knowing what is going on. If feedback is provided to customers with all the information, we can make alternative arrangements. I called 4 times over the last weekend and no eta, or reason could be given. The process to update and feed information needs improvement.
ES
Eugene S's update17 Dec 2019, 10:32
Reviewer Update
Thank you for coming back and letting me know what the issue is. I understand that lines break and networks go down, my complaint is around the support not knowing what is going on. If feedback is provided to customers with all the information, we can make alternative arrangements. I called 4 times over the last weekend and no eta, or reason could be given. The process to update and feed information needs improvement.
SADV's replyOfficial
17 Dec 2019, 10:46Hi Eugene, thanks for understanding. We do have the root cause but unfortunately, not an ETA as the teams are checking each fibre in the area to check if the connections are stable. However, I will definitely relay this message to our support and call center manager to address with her team.
Best regards,
SADV's reply17 Dec 2019, 10:46
Official
Hi Eugene, thanks for understanding. We do have the root cause but unfortunately, not an ETA as the teams are checking each fibre in the area to check if the connections are stable. However, I will definitely relay this message to our support and call center manager to address with her team.
Best regards,