Superior No Service

This is out of character for me to take action like this. But I don't see any other way. As all of our previous attempts to get our issue resolved are in vain.

On September 28 at 14:15 our fiber went down. Went outside as there were people from Open Serve digging up the sidewalks in Heidelberg. We informed them that we're thinking that they might have damaged some of the cables as our internet is off.

They told us that they will report the damage and have it fixed within the next 24/48 hours, which never happened.

Meanwhile on the day of the incident we immediately reported this issue to Supersonic our ISP and our fiber line is supp**** by Vodacom, original Fault ticket number is SR***. Since I am currently out of country, my son is handling this also on my behalf by making direct calls to Supersonic and he was advised to try and speed up the process by contacting Vodacom directly in Heidelberg on the 30th of September and eventually received also another Fault Ticket number SR*** which was subsequently closed and two days later another ticket number was provided, SR*** and Vodacom was meant to send a technician to assess the damage and submit a fault report. Vodacom then said that Supersonic was meant to send a technician to assess and submit a fault report, but alas it seems nobody speaks to each other.

No one came out until Monday, 04 Oct at 15:00. He was from Vodacom and with him was someone from OpenServe. They looked at the lines and told us that they will quickly go and get equipment and cables and will return to fix the fiber.

We were so happy as the hole with the damaged boxes and cables is next to our driveway and on the sidewalk. So there was light at the end of the tunnel....

Not!! They drove off never to return! They were also not willing to provide us their names when we asked.

We reported it yet again to both Supersonic and Vodacom, the only reply we get from them is that "we are sorry for the inconvenience"

The date today is October 8th. Still no fiber. Haven't seen anybody on site inspecting the damaged fiber line. We have also on several occasions send through to Supersonic all the info and pictures with codes on the back of the fiber boxes.

We received a message saying that they can not give us a time frame on when this will be fixed.

And OpenServe, who caused all of this, is continuing their digging and pulling through cables for their clients as if nothing happened. Not taking any responsibility nor reporting their wrong doings or attempting to fix it either.

Is it not common professional courtesy if you damage another company's "things" by mistake... To contact them and say.. "listen, we damaged one of your fiber cables. We will sort it out or how can we help you to fix it" and take ownership and responsibility for their mistakes and rectify the wrong doings.

We are playing a never ending tennis match, going back and forth with absolutely no outcome or action plan in place to help us out although we are a paying client and never received any credit if there were line interruptions. The funniest thing of all, is that Facebook, Whatsapp and Instagram were down globally and that was sorted within 6 hours. How is it that between Supersonic, Vodacom and OpenServe they are not able to fix and replace damaged fiber line??

We are working from home, our son is studying online and we have already spent a huge load of money on data to get through our daily lives and tasks which by the way, nobody budgets for extra expenses for data if there is already an active fiber line.

Not one of the above mentioned. Has come to light saying "okay, we are not able to resolve this right now" (for whatever the reason may be)

Let us help you by giving you a portable device with data so that you are not inconvenienced so that you can go about your daily lives without interruption while we fix the problem. No its just a case of "sorry for the inconvenience and we will investigate '' that we get and no alternative solution.

It's Friday afternoon and I know that nothing will come of today's reports we reported as well

PLEASE HELP us or refer us to someone who will be able to assist us in getting this fiber issue resolved or alternative ISP