WM
Wongama M
1 reviews | Active since Nov 2017
07 Oct 2024, 16:12
Bad service provider
I signed up with Surf4Life in September, paying over R800, and it has been a terrible experience ever since. The connection drops almost daily, sometimes there's no Wi-Fi at all, forcing me to use my own mobile data. This is completely unacceptable, especially given how much I’ve paid.
I reported the issue to the area manager, but the response was dismissive, basically saying "fibre is a best-effort service" and refusing any compensation for the days the service was completely down. This is shocking service compared to my previous provider, WebAfrica, which never gave me such trouble.
Save yourself the frustration – do not use Surf4Life if you expect reliable service and proper customer support when things go wrong.
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Surf4Life's replyOfficial
08 Oct 2024, 10:45Hi Wongama
We completely understand how disruptive frequent connection drops can be, especially given that you rely on the internet and have paid for consistent service. We regret that our earlier response regarding "fibre being a best-effort service" did not address your concerns adequately. While fibre services are indeed affected by external factors beyond our control and we cannot guarantee a 100% uptime, but we strive to sustain a reliable service consistently , that doesn’t mean you should have to deal with these issues without proper support or resolution.
Regarding ticket ***, we noted a high packet loss, and an appointment was scheduled for the 20th of September. On the 25th, our service desk admin updated the ticket after confirming that fibre readings were fine, and we were awaiting your feedback on any further issues.
We completely understand how disruptive frequent connection drops can be, especially given that you rely on the internet and have paid for consistent service. We regret that our earlier response regarding "fibre being a best-effort service" did not address your concerns adequately. While fibre services are indeed affected by external factors beyond our control and we cannot guarantee a 100% uptime, but we strive to sustain a reliable service consistently , that doesn’t mean you should have to deal with these issues without proper support or resolution.
Regarding ticket ***, we noted a high packet loss, and an appointment was scheduled for the 20th of September. On the 25th, our service desk admin updated the ticket after confirming that fibre readings were fine, and we were awaiting your feedback on any further issues.
You responded on a closed ticket on the 27th, mentioning a disconnection lasting two weeks. On the 30th, a technician was assigned to assist, and after coordinating with you, the technician visited on the 1st of October & issue was resolved. During this visit, the network was restored, and we followed up with you through one of our sales engineers to ensure the service was stable. It’s important to note that this was not a complete service outage, as our OLT & fibre readings showed network performance above 95%, and your data usage reflected 227 GB for the month of September. From our side, everything appeared to be working within acceptable parameters.
However, we understand that from your perspective & experience, the service interruptions were persistent and disruptive, despite the technician's visit. Given this, We take your request for a thorough investigation and have already escalated this matter ticket ref *** . Our technical team will conduct a comprehensive review of the connectivity issues
We understand your frustration, especially given the frequency of disruptions and the financial burden of having to rely on mobile data during these outages. Regarding your request for compensation or service credit, we must adhere to our standard Terms & Conditions, which, as you noted, cover best-effort service. While compensation for service interruptions is not typical.
Please be assured that resolving this matter is a priority for us, If we are unable to meet your expectations after this investigation, we respect your decision to explore other options, although we hope it doesn't come to that, as we value you as a client.
Thanks
Surf4Life's reply08 Oct 2024, 10:45
Official
Hi Wongama
We completely understand how disruptive frequent connection drops can be, especially given that you rely on the internet and have paid for consistent service. We regret that our earlier response regarding "fibre being a best-effort service" did not address your concerns adequately. While fibre services are indeed affected by external factors beyond our control and we cannot guarantee a 100% uptime, but we strive to sustain a reliable service consistently , that doesn’t mean you should have to deal with these issues without proper support or resolution.
Regarding ticket ***, we noted a high packet loss, and an appointment was scheduled for the 20th of September. On the 25th, our service desk admin updated the ticket after confirming that fibre readings were fine, and we were awaiting your feedback on any further issues.
We completely understand how disruptive frequent connection drops can be, especially given that you rely on the internet and have paid for consistent service. We regret that our earlier response regarding "fibre being a best-effort service" did not address your concerns adequately. While fibre services are indeed affected by external factors beyond our control and we cannot guarantee a 100% uptime, but we strive to sustain a reliable service consistently , that doesn’t mean you should have to deal with these issues without proper support or resolution.
Regarding ticket ***, we noted a high packet loss, and an appointment was scheduled for the 20th of September. On the 25th, our service desk admin updated the ticket after confirming that fibre readings were fine, and we were awaiting your feedback on any further issues.
You responded on a closed ticket on the 27th, mentioning a disconnection lasting two weeks. On the 30th, a technician was assigned to assist, and after coordinating with you, the technician visited on the 1st of October & issue was resolved. During this visit, the network was restored, and we followed up with you through one of our sales engineers to ensure the service was stable. It’s important to note that this was not a complete service outage, as our OLT & fibre readings showed network performance above 95%, and your data usage reflected 227 GB for the month of September. From our side, everything appeared to be working within acceptable parameters.
However, we understand that from your perspective & experience, the service interruptions were persistent and disruptive, despite the technician's visit. Given this, We take your request for a thorough investigation and have already escalated this matter ticket ref *** . Our technical team will conduct a comprehensive review of the connectivity issues
We understand your frustration, especially given the frequency of disruptions and the financial burden of having to rely on mobile data during these outages. Regarding your request for compensation or service credit, we must adhere to our standard Terms & Conditions, which, as you noted, cover best-effort service. While compensation for service interruptions is not typical.
Please be assured that resolving this matter is a priority for us, If we are unable to meet your expectations after this investigation, we respect your decision to explore other options, although we hope it doesn't come to that, as we value you as a client.
Thanks