Unreliable Service and Dismissive Support – A Warning to Future Customers

I’ve been a customer of Stem Connect for three years, and while the first two years were BRILLIANT, the final year has been an absolute nightmare. The amount of packet loss I experienced has been infuriating, and the so-called "support" from this ISP was simple.

Every time I reported packet loss to their tech support, they assured me my internet was "stable." What they didn’t tell me was that their definition of "stable" has nothing to do with packet loss—they only check if the line is active and the speed looks fine. Any deeper issues? Too bad.

When I insisted on getting answers, they sent Vumatel technicians who confirmed the line was active and I was reaching expected speed, and that's that. I had to download testing programs myself to prove the internet issues, running diagnostics and providing evidence of the packet loss. They dismissed my findings entirely, instead leaning on bogus excuses. Their favorites? "ICMP requests/Ping requests get less priority in network traffic" and "We cannot control the internet that goes past our nodes/servers." These scapegoats were their way of deflecting responsibility rather than addressing the problem.

The cherry on top? I learned that Stem Connect support will lie about you and discuss you negatively with fibre line providers. This level of unprofessionalism is disgusting.

Speaks for itself. (You know who you are)