KM
Kamohelo M
1 reviews | Active since Sept 2022
09 Sept 2022, 07:16
Constant loss of wifi connection
Having surf4life as a service provider has been a nightmare! We never have wifi and as someone who works from home I sometimes need to them drive to the office as they can never reassure us when the wifi connection will be restored. They have a generic response for everything and we are always told 72 hours for TAT for any issue!!! Everytime we request call backs from the managers they are either not at work or in some meetings which never seem to end! This is the WORST service provider I have ever used!
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Surf4Life's replyOfficial
10 Oct 2022, 11:43Good day Kamohelo
Thank you for reaching out to us
Over the past few months, we have expereinced multiple incidents of vandalism, theft and line breaks on the upstream providers lines feeding Lotus. We understand the frustration you felt, as we were just as frustrated. These issues can not be predicted, and as we are not involved in the repair or restoration process, providing an ETA becomes considerably harder.
We do have Service Level Agreements (SLA's), which state that we will have technicial issues restored in 48 business hours, and Fibre/Core issues restores within 3 business days. Should an outage persist passed this, and breach the SLA, then we will gladly award you back the days breaching the SLA. Should you ever need a matter escalated, or should you need to get in touch with a manager, kindly email us at ***. Please always log a ticket with the service desk, and forward the ticket number here so that we can investigate the matter and look in to it for you
Please dont hesitate to let us know should you require any further assistance
Kind Regards
Surf4Life
Thank you for reaching out to us
Over the past few months, we have expereinced multiple incidents of vandalism, theft and line breaks on the upstream providers lines feeding Lotus. We understand the frustration you felt, as we were just as frustrated. These issues can not be predicted, and as we are not involved in the repair or restoration process, providing an ETA becomes considerably harder.
We do have Service Level Agreements (SLA's), which state that we will have technicial issues restored in 48 business hours, and Fibre/Core issues restores within 3 business days. Should an outage persist passed this, and breach the SLA, then we will gladly award you back the days breaching the SLA. Should you ever need a matter escalated, or should you need to get in touch with a manager, kindly email us at ***. Please always log a ticket with the service desk, and forward the ticket number here so that we can investigate the matter and look in to it for you
Please dont hesitate to let us know should you require any further assistance
Kind Regards
Surf4Life
Surf4Life's reply10 Oct 2022, 11:43
Official
Good day Kamohelo
Thank you for reaching out to us
Over the past few months, we have expereinced multiple incidents of vandalism, theft and line breaks on the upstream providers lines feeding Lotus. We understand the frustration you felt, as we were just as frustrated. These issues can not be predicted, and as we are not involved in the repair or restoration process, providing an ETA becomes considerably harder.
We do have Service Level Agreements (SLA's), which state that we will have technicial issues restored in 48 business hours, and Fibre/Core issues restores within 3 business days. Should an outage persist passed this, and breach the SLA, then we will gladly award you back the days breaching the SLA. Should you ever need a matter escalated, or should you need to get in touch with a manager, kindly email us at ***. Please always log a ticket with the service desk, and forward the ticket number here so that we can investigate the matter and look in to it for you
Please dont hesitate to let us know should you require any further assistance
Kind Regards
Surf4Life
Thank you for reaching out to us
Over the past few months, we have expereinced multiple incidents of vandalism, theft and line breaks on the upstream providers lines feeding Lotus. We understand the frustration you felt, as we were just as frustrated. These issues can not be predicted, and as we are not involved in the repair or restoration process, providing an ETA becomes considerably harder.
We do have Service Level Agreements (SLA's), which state that we will have technicial issues restored in 48 business hours, and Fibre/Core issues restores within 3 business days. Should an outage persist passed this, and breach the SLA, then we will gladly award you back the days breaching the SLA. Should you ever need a matter escalated, or should you need to get in touch with a manager, kindly email us at ***. Please always log a ticket with the service desk, and forward the ticket number here so that we can investigate the matter and look in to it for you
Please dont hesitate to let us know should you require any further assistance
Kind Regards
Surf4Life