TM
Tshepang M
1 reviews | Active since May 2024
15 Oct 2024, 20:42
Bad experience with no internet connection
I’ve spent full two days with no internet connection. I had to buy data and send emails of which some were ignored and use my own airtime to call and every time I would be told that the matter is escalated to engineers but nothing is ever done! Their service is so poor. Most times I made a call, I would get this one consultant who would act like it’s my first time calling and asking me the same questions everytime and end up giving me the same answers without any solution. I don’t understand why they changed these routers if they were not prepared for this change! What a horrible experience I’ve received from Surf4life as if I’m not paying for this WiFi!
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Replies (1)
Surf4Life's replyOfficial
18 Oct 2024, 12:46Hi Tshepang
We understand your frustration you've experienced with our service. We understand how inconvenient it must be to be without internet for two days, especially when you had to incur additional costs to reach out for our support.
It’s concerning to hear that you felt your calls were not handled efficiently, It is crucial that we take all necessary precautions to conduct a thorough investigation and ensure that our staff consistently uphold professionalism and helpfulness.
Your feedback is valuable, and ensure it’s addressed with our team.
Regarding the router changes, We did schedule and plan ahead However unforeseen circumstances arose . we aimed to improve service quality with the new upgraded routers,
Upon reviewing your ticket, and the equipment in your unit, we can observe a healthy connection and session on your router, indicating that your FTTH service is operating optimally.
We understand your frustration you've experienced with our service. We understand how inconvenient it must be to be without internet for two days, especially when you had to incur additional costs to reach out for our support.
It’s concerning to hear that you felt your calls were not handled efficiently, It is crucial that we take all necessary precautions to conduct a thorough investigation and ensure that our staff consistently uphold professionalism and helpfulness.
Your feedback is valuable, and ensure it’s addressed with our team.
Regarding the router changes, We did schedule and plan ahead However unforeseen circumstances arose . we aimed to improve service quality with the new upgraded routers,
Upon reviewing your ticket, and the equipment in your unit, we can observe a healthy connection and session on your router, indicating that your FTTH service is operating optimally.
Surf4Life's reply18 Oct 2024, 12:46
Official
Hi Tshepang
We understand your frustration you've experienced with our service. We understand how inconvenient it must be to be without internet for two days, especially when you had to incur additional costs to reach out for our support.
It’s concerning to hear that you felt your calls were not handled efficiently, It is crucial that we take all necessary precautions to conduct a thorough investigation and ensure that our staff consistently uphold professionalism and helpfulness.
Your feedback is valuable, and ensure it’s addressed with our team.
Regarding the router changes, We did schedule and plan ahead However unforeseen circumstances arose . we aimed to improve service quality with the new upgraded routers,
Upon reviewing your ticket, and the equipment in your unit, we can observe a healthy connection and session on your router, indicating that your FTTH service is operating optimally.
We understand your frustration you've experienced with our service. We understand how inconvenient it must be to be without internet for two days, especially when you had to incur additional costs to reach out for our support.
It’s concerning to hear that you felt your calls were not handled efficiently, It is crucial that we take all necessary precautions to conduct a thorough investigation and ensure that our staff consistently uphold professionalism and helpfulness.
Your feedback is valuable, and ensure it’s addressed with our team.
Regarding the router changes, We did schedule and plan ahead However unforeseen circumstances arose . we aimed to improve service quality with the new upgraded routers,
Upon reviewing your ticket, and the equipment in your unit, we can observe a healthy connection and session on your router, indicating that your FTTH service is operating optimally.