Complaint Poor response time

Hi All,

Kindly note that my fibre line has been down since Sunday, the day I initially reported the issue. It has now been four days without internet connectivity, which is significantly impacting me financially.

I am concerned by the lack of urgency from your operations team in resolving this matter, especially as it is now outside of the agreed SLA. Despite multiple attempts to escalate this issue, I have been unable to speak with Lerato (Team Manager) or Muhammad (Senior Manager), as they have consistently been unavailable.

At this stage, I would like clarity on the following, • When will this issue be fully resolved? • What steps are being taken to expedite resolution given that the SLA has already been exceeded? • How will I be compensated for the financial impact and prolonged downtime? • While I acknowledge the apologies received, they do not address the ongoing inconvenience and loss I am experiencing. I expect a more proactive approach, particularly from management, when escalation is required.

I request urgent intervention and a clear resolution timeline.