CN
Carla N
1 reviews | Active since May 2020
07 May 2020, 14:04
No Customer Service
Lockdown Level 5 (5 weeks) I weren’t at home, but paid my Fibre. 2nd of May (Saturday) my debit order went off for my Fibre, I arrived at my house on Sunday for the first time in 5 weeks, to notice that my “broadband” is off. I logged a ticket with Cool Ideas, where they told me to wait 24-48 hours before my ticket will reach SADV. 48 hours passed, I called SADV yesterday morning to follow up on when a technician will be coming out to my home, a lady told me someone will phone me in 20 minutes to let me know when a technician will come and fix the problem, needless to say I never received that call and I’m still waiting. I called SADV about 3-4 times yesterday, and I got the same response from all of them, but nothing happened. Can someone please assist me.
Helpful (0)
Replies (6)0
Replies (6)
SADV's replyOfficial
07 May 2020, 14:17Hi Carla, we are sorry to hear that you have no service. We have escalated this to one of our support team leaders to assist urgently.
SADV's reply07 May 2020, 14:17
Official
Hi Carla, we are sorry to hear that you have no service. We have escalated this to one of our support team leaders to assist urgently.
SADV's replyOfficial
07 May 2020, 14:24Hi Carla, we have just received feedback from the team leader. Unfortunately, our contractor is not allowed in your complex to rectify the issue, until your Chairperson has given permission. We have requested permission and are waiting for a response. We have also informed Cool Ideas of this.
SADV's reply07 May 2020, 14:24
Official
Hi Carla, we have just received feedback from the team leader. Unfortunately, our contractor is not allowed in your complex to rectify the issue, until your Chairperson has given permission. We have requested permission and are waiting for a response. We have also informed Cool Ideas of this.
CN
Carla N's updateReviewer Update
08 May 2020, 08:24Good day. Thank you for your prompt reply.
Can you maybe clarify the following for me please, a friend of mine lives in the exact same estate where I live, he is also with SADV. About 2 weeks ago a technician/contractor came out to his house to fix his fibre?
I would really appreciate if my fibre can be fixed today, I have to work from home, but cannot.
Thank you.
Can you maybe clarify the following for me please, a friend of mine lives in the exact same estate where I live, he is also with SADV. About 2 weeks ago a technician/contractor came out to his house to fix his fibre?
I would really appreciate if my fibre can be fixed today, I have to work from home, but cannot.
Thank you.
CN
Carla N's update08 May 2020, 08:24
Reviewer Update
Good day. Thank you for your prompt reply.
Can you maybe clarify the following for me please, a friend of mine lives in the exact same estate where I live, he is also with SADV. About 2 weeks ago a technician/contractor came out to his house to fix his fibre?
I would really appreciate if my fibre can be fixed today, I have to work from home, but cannot.
Thank you.
Can you maybe clarify the following for me please, a friend of mine lives in the exact same estate where I live, he is also with SADV. About 2 weeks ago a technician/contractor came out to his house to fix his fibre?
I would really appreciate if my fibre can be fixed today, I have to work from home, but cannot.
Thank you.
SADV's replyOfficial
08 May 2020, 10:59Hi Carla, we are allowed in, once the head of your BC grants us access. Therefore, for every fault we receive, we first need to contact the head of the BC, get approval and then we can come onto site to resolve. Our team requested access on Monday, but have not received the go-ahead from the BC.
SADV's reply08 May 2020, 10:59
Official
Hi Carla, we are allowed in, once the head of your BC grants us access. Therefore, for every fault we receive, we first need to contact the head of the BC, get approval and then we can come onto site to resolve. Our team requested access on Monday, but have not received the go-ahead from the BC.
CN
Carla N's updateReviewer Update
08 May 2020, 11:01I have just confirmed with the Body Corporate of my estate, no one was refused to enter the estate, as Internet is an ESSENTIAL SERVICE.
Since Monday the issue has not been rectified. I’ve just spoken to Mfundo from SADV, he told me they will only be able to assist us on Monday.
We have to work from home on our laptops, therefore it is essential for us to have wifi. We’ve reached our limit on our phone’s data. This means we cannot work at all.
We cannot wait until Monday for SADV to fix this problem. This is by far the worst experience I have ever had with an Internet provider.
I don’t know who is worse Cool Ideas or SADV, as no one can help us. The only information we get from either of these two companies is that we need to follow it up with the other. Absolutely pathetic.
Since Monday the issue has not been rectified. I’ve just spoken to Mfundo from SADV, he told me they will only be able to assist us on Monday.
We have to work from home on our laptops, therefore it is essential for us to have wifi. We’ve reached our limit on our phone’s data. This means we cannot work at all.
We cannot wait until Monday for SADV to fix this problem. This is by far the worst experience I have ever had with an Internet provider.
I don’t know who is worse Cool Ideas or SADV, as no one can help us. The only information we get from either of these two companies is that we need to follow it up with the other. Absolutely pathetic.
CN
Carla N's update08 May 2020, 11:01
Reviewer Update
I have just confirmed with the Body Corporate of my estate, no one was refused to enter the estate, as Internet is an ESSENTIAL SERVICE.
Since Monday the issue has not been rectified. I’ve just spoken to Mfundo from SADV, he told me they will only be able to assist us on Monday.
We have to work from home on our laptops, therefore it is essential for us to have wifi. We’ve reached our limit on our phone’s data. This means we cannot work at all.
We cannot wait until Monday for SADV to fix this problem. This is by far the worst experience I have ever had with an Internet provider.
I don’t know who is worse Cool Ideas or SADV, as no one can help us. The only information we get from either of these two companies is that we need to follow it up with the other. Absolutely pathetic.
Since Monday the issue has not been rectified. I’ve just spoken to Mfundo from SADV, he told me they will only be able to assist us on Monday.
We have to work from home on our laptops, therefore it is essential for us to have wifi. We’ve reached our limit on our phone’s data. This means we cannot work at all.
We cannot wait until Monday for SADV to fix this problem. This is by far the worst experience I have ever had with an Internet provider.
I don’t know who is worse Cool Ideas or SADV, as no one can help us. The only information we get from either of these two companies is that we need to follow it up with the other. Absolutely pathetic.
SADV's replyOfficial
08 May 2020, 12:28Hi Carla, our team have been sending requests since last week Monday and followed up again today. We are waiting for Chantal and Ruan to allow us access.
SADV's reply08 May 2020, 12:28
Official
Hi Carla, our team have been sending requests since last week Monday and followed up again today. We are waiting for Chantal and Ruan to allow us access.