CM
Constance M
1 reviews | Active since Sept 2010
29 Jan 2025, 14:02
Ongoing WiFi Issue – No Resolution After 3 Weeks!
I am extremely frustrated with the service from Surf4Life. My WiFi has not been working for three weeks, and despite logging multiple complaints and calling the service desk numerous times, the issue remains unresolved.
Each time I call, I’m told that the SLA is 3 working days, yet here I am still waiting after 15+ working days with no fix in sight. The lack of follow-up, accountability, and urgency is unacceptable.
I rely on a stable internet connection for work and daily tasks, and this prolonged outage has caused significant inconvenience. If this matter is not resolved immediately, I will have no choice but to switch providers and advise others to do the same.
I expect a proper resolution ASAP!
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Surf4Life's replyOfficial
12 Feb 2025, 15:02Hi Constance
Please know that we take your concerns very seriously, You deserve accountability, and action. We want to make things right, and I truly hope we can restore your trust in our service. Lastly, we would like to remind the client that that fibre service is typically a best-effort service, and no service provider can guarantee 100% uptime. We are committed to improving our service, but there may be occasional factors beyond our control that affect performance. We’d like to inform you that the issue with your unit, in particular, was quite extensive and had to be escalated. Unfortunately, this process extended the duration of restoration, but it was a necessary step to ensure a proper resolution.While we understand that this does not change the inconvenience you’ve experienced, please know that the frustration you've felt is shared with Surf4Life. We genuinely empathize with the difficulties you've faced.Additionally, I’d like to confirm that we do have an SLA (Service Level Agreement) policy in place to ensure all oue clients are assisted in a timely manner, and we are proud to have one of the shortest SLAs among ISPs.We truly value your feedback and will continue to work towards improving our services.
Please know that we take your concerns very seriously, You deserve accountability, and action. We want to make things right, and I truly hope we can restore your trust in our service. Lastly, we would like to remind the client that that fibre service is typically a best-effort service, and no service provider can guarantee 100% uptime. We are committed to improving our service, but there may be occasional factors beyond our control that affect performance. We’d like to inform you that the issue with your unit, in particular, was quite extensive and had to be escalated. Unfortunately, this process extended the duration of restoration, but it was a necessary step to ensure a proper resolution.While we understand that this does not change the inconvenience you’ve experienced, please know that the frustration you've felt is shared with Surf4Life. We genuinely empathize with the difficulties you've faced.Additionally, I’d like to confirm that we do have an SLA (Service Level Agreement) policy in place to ensure all oue clients are assisted in a timely manner, and we are proud to have one of the shortest SLAs among ISPs.We truly value your feedback and will continue to work towards improving our services.
Surf4Life's reply12 Feb 2025, 15:02
Official
Hi Constance
Please know that we take your concerns very seriously, You deserve accountability, and action. We want to make things right, and I truly hope we can restore your trust in our service. Lastly, we would like to remind the client that that fibre service is typically a best-effort service, and no service provider can guarantee 100% uptime. We are committed to improving our service, but there may be occasional factors beyond our control that affect performance. We’d like to inform you that the issue with your unit, in particular, was quite extensive and had to be escalated. Unfortunately, this process extended the duration of restoration, but it was a necessary step to ensure a proper resolution.While we understand that this does not change the inconvenience you’ve experienced, please know that the frustration you've felt is shared with Surf4Life. We genuinely empathize with the difficulties you've faced.Additionally, I’d like to confirm that we do have an SLA (Service Level Agreement) policy in place to ensure all oue clients are assisted in a timely manner, and we are proud to have one of the shortest SLAs among ISPs.We truly value your feedback and will continue to work towards improving our services.
Please know that we take your concerns very seriously, You deserve accountability, and action. We want to make things right, and I truly hope we can restore your trust in our service. Lastly, we would like to remind the client that that fibre service is typically a best-effort service, and no service provider can guarantee 100% uptime. We are committed to improving our service, but there may be occasional factors beyond our control that affect performance. We’d like to inform you that the issue with your unit, in particular, was quite extensive and had to be escalated. Unfortunately, this process extended the duration of restoration, but it was a necessary step to ensure a proper resolution.While we understand that this does not change the inconvenience you’ve experienced, please know that the frustration you've felt is shared with Surf4Life. We genuinely empathize with the difficulties you've faced.Additionally, I’d like to confirm that we do have an SLA (Service Level Agreement) policy in place to ensure all oue clients are assisted in a timely manner, and we are proud to have one of the shortest SLAs among ISPs.We truly value your feedback and will continue to work towards improving our services.