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SR
Scott R

1 reviews | Active since Jul 2010

14 Mar 2021, 23:14

Simple migration of services taking far too long.

I have been with SAI Internet for almost 8 years with no hassles and then Seacom bought them. I wanted to upgrade my 10mbps Openserv link to 20mb and was informed that I have to register with Wondernet for the speed increase.

I followed the process and arranged for SAI to release my Openserv circuit to Wondernet. This was done in early February. I reported that my Fibre went down on 5th February on ticket WON024159. I was told that this was due to an issue with Openserve needing to migrate the circuit and this would take a month. This case was then closed and I was told that my service is now up. I get home from work and no, my service is NOT up.

I log a second case WON027573 on 06/03/2021. Still an apparent issue on Openserv's side I am told. NO further updates on this case. I have to constantly phone for information.

I am now 7 weeks without service.

I am actually ready to cancel this whole endeavor and look for service elsewhere, I do have other providers in my area that I can use.

0
Replies (6)
WonderNet
WonderNet's reply15 Mar 2021, 13:38
Official

Hi there Scott

We're confirming that a member of our support team reached out to you and explained that your circuit was cancelled, and that Openserve will install a new CPE. Our team will call you to provide an update once the CPE installation has taken place to ensure all is in order. Please let us know if you need any further assistance.
#TeamWonderNet 
SR
Scott R's update18 Mar 2021, 14:36
Reviewer Update
Yes, the guys are hopefully going to come on Saturday. Lets hope they that they actually get my service up. I also see that you guys have just sent me a bill for an entire months service when I am still 7... rapidly approaching 8 weeks with out any connectivity from you.

The audacity is a little mind blowing but its about what I've come to expect form you guys thus far.
WonderNet
WonderNet's reply18 Mar 2021, 16:23
Official
Hi there Scott 
 
Thank you for your response and for confirming that our support team was in touch. Kindly note that your billing query has been escalated and will be attended to shortly and we’ll update you as soon as possible.  
#TeamWonderNet 
WonderNet
WonderNet's reply18 Mar 2021, 17:14
Official
 Hi Scott, 

Thanks for your feedback. Unfortunately the infrastructure is controlled and delivered to the home by Openserve and not WonderNet. There has been a delay on their side, but we are doing our best to ensure this gets sorted. As the ISP, we will not bill you until the service is activated. Kindly ignore the invoice. We are here to support you and will assist where possible. #TeamWonderNet  
SR
Scott R's update23 Mar 2021, 08:41
Reviewer Update
So Openserv came through on Saturday with a new ONT and confirmed a fibre break as the route cause, the location was identified and there was visible damage to the pole that help the fibre. Sunday they came and replaced the fibre from the pole all the way to inside my house and I am now finally connected as of Sunday 1:30pm.

Why the fibre break I reported in February was never investigated is a moot point after so long but the speed it correct, and I am sorted, finally.
WonderNet
WonderNet's reply23 Mar 2021, 09:19
Official
 Hi Scott
 
Thank you for the feedback! We're happy that the issue has been resolved and that you're finally sorted. Please do not hesitate to contact us if you need any additional assistance.
 
 Happy surfing!
 #TeamWonderNet