1 reviews | Active since Jun 2016
Most pathetic service provider I have dealt with
I am one of their customers who has been without internet connectivity for the past 4 days and judging by the date and time I will not be having any connection for an entire week.
I logged a call on Monday and it has been over 72 hours with no sort of feedback instead I’m being bombarded with emails of how to set up a new debit order since they made changes to their speed. I work from home and I have had to purchase additional data or travel to the office as I do not have connectivity, no one has even called to give me some sort of feedback. It’s bad enough that there’s no sense of urgency with query as a client who pays monthly for the service, we still receive bad service when we call to log our issues.
I feel like we are not being valued as consumers! Its funny that when we signed up they have technicians ready to be dispensed on the next day but when we have issues we are being told we have to wait for 48 hours which they have not even kept up to. Its really frustrating to have services providers who don’t even care of their clients and their only concern is making target on a monthly basis.
As a customer the service received has been tormenting to think that for a month’s premium I would have lost 7 days “since technicians do work on Public holidays and Weekends “ with very light possibility of being connected on Monday as no one has called to confirm availability or discuss this issue.
Really disgusted Customer
Thank you for reaching out to us
Please note that our SLA (Service Level Agreement), simply states the maximum amount of time that we allow our techncians to have a technical issues resolved in. This does not mean you must wait for that amount of time before being assisted. Depending on various factors, tickets can be closed much sooner than our SLA.
And although our sales and technical departments are completely seperate, this does not change the fact that our team prioritises each and every customer, and work around the clock to ensure all issues are resolved affectively.
If you could be so kind as to provide me with your ticket number I can locate it, see where we are in the process and ensure we do not breach SLA. Depending where the ticket is and what the problem is, this will dictate the resolve time. Should this be a fibre fault and the civils team is needed to resplice and retrench, this SLA could stretch to 3 business days.
I would really like to look into this for you.
Please do not hesitate to let me know if I can assist you with anything else
Kind regards
Customer Care
Thank you for reaching out to us
Please note that our SLA (Service Level Agreement), simply states the maximum amount of time that we allow our techncians to have a technical issues resolved in. This does not mean you must wait for that amount of time before being assisted. Depending on various factors, tickets can be closed much sooner than our SLA.
And although our sales and technical departments are completely seperate, this does not change the fact that our team prioritises each and every customer, and work around the clock to ensure all issues are resolved affectively.
If you could be so kind as to provide me with your ticket number I can locate it, see where we are in the process and ensure we do not breach SLA. Depending where the ticket is and what the problem is, this will dictate the resolve time. Should this be a fibre fault and the civils team is needed to resplice and retrench, this SLA could stretch to 3 business days.
I would really like to look into this for you.
Please do not hesitate to let me know if I can assist you with anything else
Kind regards
Customer Care