LK
Lethu K
1 reviews | Active since Aug 2021
16 Feb 2024, 10:34
PAINFULY THE WORST EVER!!!!
I have never been suicidal all my life until I joined this wifi provider. They doubled their price overnight a few months ago and promised better service. Jokes on us because tell me why the wifi disconnected twice in 1 week. First time they made me restart the router. 2nd time, restart didn't work then now they're saying not only will they only fix it after a week (3 working days and today is Friday), but because their service is so bad, I also cannot get a refund. I work remotely and I am a postgrad student. That is 7 days of no work or school and they aren't bothered To be freed from them, I must await my lease expiration and move out. 5 months to go!!!
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Surf4Life's replyOfficial
30 Apr 2024, 12:24Hi Lethu
We strive to provide transparent communication about any changes to our pricing structure as we adhere to industry standards.
It is clear that we have fallen short of your expectations ,We are continuously working to improve our services and enhance the reliability of our network. Your feedback serves as a valuable catalyst of the areas where we need to focus our efforts.
Please note our Service Level Agreement (SLA) outlines the following timelines:
Technical Tickets: Resolution within 2 business days.
Fibre-related Tickets: Resolution within 3 business days.
Please note The Junction was down on the 14.02.2024 due to an area power outage for about 3 hours, and on the 20.02.2024 the site was down for 5 minutes due to a planned change from upstream provider, Once again, we regret for the subpar level of service you have experienced with ticket *** which missed SLA by one day, we assure you that we take action to address any issues encountered if reported as some are isolated to units and not estate related.
While we are committed to providing the best possible internet service to our valued customers, we also understand that individual preferences and needs may vary. As such, we fully respect your right to explore alternative options for internet service providers if you believe it is in your best interest to do so.
Please feel free to reach out if you have any further questions or concerns.
We strive to provide transparent communication about any changes to our pricing structure as we adhere to industry standards.
It is clear that we have fallen short of your expectations ,We are continuously working to improve our services and enhance the reliability of our network. Your feedback serves as a valuable catalyst of the areas where we need to focus our efforts.
Please note our Service Level Agreement (SLA) outlines the following timelines:
Technical Tickets: Resolution within 2 business days.
Fibre-related Tickets: Resolution within 3 business days.
Please note The Junction was down on the 14.02.2024 due to an area power outage for about 3 hours, and on the 20.02.2024 the site was down for 5 minutes due to a planned change from upstream provider, Once again, we regret for the subpar level of service you have experienced with ticket *** which missed SLA by one day, we assure you that we take action to address any issues encountered if reported as some are isolated to units and not estate related.
While we are committed to providing the best possible internet service to our valued customers, we also understand that individual preferences and needs may vary. As such, we fully respect your right to explore alternative options for internet service providers if you believe it is in your best interest to do so.
Please feel free to reach out if you have any further questions or concerns.
Surf4Life's reply30 Apr 2024, 12:24
Official
Hi Lethu
We strive to provide transparent communication about any changes to our pricing structure as we adhere to industry standards.
It is clear that we have fallen short of your expectations ,We are continuously working to improve our services and enhance the reliability of our network. Your feedback serves as a valuable catalyst of the areas where we need to focus our efforts.
Please note our Service Level Agreement (SLA) outlines the following timelines:
Technical Tickets: Resolution within 2 business days.
Fibre-related Tickets: Resolution within 3 business days.
Please note The Junction was down on the 14.02.2024 due to an area power outage for about 3 hours, and on the 20.02.2024 the site was down for 5 minutes due to a planned change from upstream provider, Once again, we regret for the subpar level of service you have experienced with ticket *** which missed SLA by one day, we assure you that we take action to address any issues encountered if reported as some are isolated to units and not estate related.
While we are committed to providing the best possible internet service to our valued customers, we also understand that individual preferences and needs may vary. As such, we fully respect your right to explore alternative options for internet service providers if you believe it is in your best interest to do so.
Please feel free to reach out if you have any further questions or concerns.
We strive to provide transparent communication about any changes to our pricing structure as we adhere to industry standards.
It is clear that we have fallen short of your expectations ,We are continuously working to improve our services and enhance the reliability of our network. Your feedback serves as a valuable catalyst of the areas where we need to focus our efforts.
Please note our Service Level Agreement (SLA) outlines the following timelines:
Technical Tickets: Resolution within 2 business days.
Fibre-related Tickets: Resolution within 3 business days.
Please note The Junction was down on the 14.02.2024 due to an area power outage for about 3 hours, and on the 20.02.2024 the site was down for 5 minutes due to a planned change from upstream provider, Once again, we regret for the subpar level of service you have experienced with ticket *** which missed SLA by one day, we assure you that we take action to address any issues encountered if reported as some are isolated to units and not estate related.
While we are committed to providing the best possible internet service to our valued customers, we also understand that individual preferences and needs may vary. As such, we fully respect your right to explore alternative options for internet service providers if you believe it is in your best interest to do so.
Please feel free to reach out if you have any further questions or concerns.