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Ashley B

1 reviews | Active since Dec 2017

02 Dec 2019, 14:37

Shocking Client Service from SADV Fibre

Hi. I signed up for fibre 3 months ago with axxess in port elizabeth. Last week Friday the technicians were finally here and they pulled the line from the road to the house. They completed this and left. I asked the guy to put the boxes behind the tv so it looks neat and no one can see it. They did not do this and put the box up next to the tv looking very bad and no way to hide it. When i got home last week friday i set up the modem and phoned axxess to activate etc. They said that the job is not complete from sadv and they cant. I need to phoned sadv. The right lights on the box is not on. Only power and ethernets lights are on. They said they will email the people to set uo an appointment with me to come and fix it. I phone everyday of the week last week (15min a call). Every call centre agent helped me nicely and was very friendly, and said they will again phone the people in cape town to tell them to phone me. I have up to date not received a phone call from sadv. That is not very good service. The guy that was here name was Warren if i remember correctly and if i could just phone him i can get this sorted same day, but no one seems to have his number. It is a constant struggle and i do not know what to do and cannot wait another 3 months. I struggle to understand how a company cannot phone me after i followed up daily for a whole week. That is bad client service.

I got an email today from Axxess saying that there is back log. Surely you cant go to the back of the line again if the technician made a mistake and did not connect everything correctly.

0
Replies (3)
SADV
SADV's reply02 Dec 2019, 16:51
Official
Good day Ashley, unfortunately, the process is for us to install the fibre into your home as well install a wall box on the outside wall of your property (which then connects to our network). We generally install the wall boxes during our build phase, however, the municipality did not allow us to do this, causing the installation process to be extended. We have 2 different contractors for these installations. One contractor (Warren) does the home drop installs, while another contractor does the wall box install. Since Warren and the team have completed their portion, we have arrange with our second contractor to go out tomorrow morning. From our side, we are truly sorry that this process was not communicated to you and that nobody phoned you back to assist further. We hope that resolution will happen ASAP and that the service you receive from here on, will be of the highest standard..
AB
Ashley B's update02 Dec 2019, 19:21
Reviewer Update
Thank you very much. Mark did call me and will be at my house tomorrow at 9:00
AB
Ashley B's update14 Dec 2019, 16:03
Reviewer Update
They came out and fixed my fibre. Fibre was up and running for 3 days more/less and then completely stopped working- tried to phone Axxess who is the SP, but couldn’t get through due to high call volumes, called 10 times before getting through and held on for 15 mins just to be told that there is nothing they can do and they will log with SADV and might take up to a week to fix. The next day nothing happened and i called Stuart from SADV directly, he organised someone to be at the house the next day to fix it- name Vernon. When i went to speak to Vernon the fibre lines were cut out in the street, he fixed it on Wednesday and it worked fine but buffered at times.

We left for holiday this morning And our whole security system and tv’s runs from the fibre. Now the fibre is down AGAIN!! We phoned axxess again only again to be told they will log it with SADV, but they will only receive it on Tuesday and i should expect call next week only from them to fix it.

I have never in my life experienced this bad service from a company before with something so simple as fibre!!