KC
Karen C
1 reviews | Active since Apr 2020
30 Dec 2022, 17:14
Poor Service
There have been so many downtime with our wifi within our development from surf4life. Today is the worst as our wifi has been down for 4 hours. We've called numerous times and the agents cannot advise what the issue is neither provide an ETA on the matter.
In a week the wifi would be down at least 4 times and it's not like the service is free we are paying for this service and for the 5 hours that the wifi has been off we will not be compensated.
This is so annoying seriously
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Surf4Life's replyOfficial
23 Feb 2023, 12:08Good day Karren
Thank you for reaching out to us
Although we do understand an outage brings a lot a frustration and inconvenience, and we would always want to resolve any issue as fast as possible, the outages experienced at Route 82 over December were as a result of Upstream provider fibre breaks outside of the estate. This means that all other estates and customers running on the same upstream provider's lines in the area, were also negatively affected.
In a scenario where we have an upstream provider break, whether it is due to vandalism or theft or municipal damage, we can not provide ETA's as it is not our lines, we cannot work on them and resolve the issue. We must rely on the upstream provider to provide us with regular feedback and ETA's. We place immense pressure on Upstream Providers to have all 4rd party faults resolved as soon as possible to ensure our customer are connected again.
We have since, upgraded and optimised the backup radio link for Route 82, so in the case where the upstream provider is down, our customers will still remail connected via the backup link
We thank you for your patience and understanding, and should you have any further queries, please do not hesitate to let us know
Kind regards,
S4L
Thank you for reaching out to us
Although we do understand an outage brings a lot a frustration and inconvenience, and we would always want to resolve any issue as fast as possible, the outages experienced at Route 82 over December were as a result of Upstream provider fibre breaks outside of the estate. This means that all other estates and customers running on the same upstream provider's lines in the area, were also negatively affected.
In a scenario where we have an upstream provider break, whether it is due to vandalism or theft or municipal damage, we can not provide ETA's as it is not our lines, we cannot work on them and resolve the issue. We must rely on the upstream provider to provide us with regular feedback and ETA's. We place immense pressure on Upstream Providers to have all 4rd party faults resolved as soon as possible to ensure our customer are connected again.
We have since, upgraded and optimised the backup radio link for Route 82, so in the case where the upstream provider is down, our customers will still remail connected via the backup link
We thank you for your patience and understanding, and should you have any further queries, please do not hesitate to let us know
Kind regards,
S4L
Surf4Life's reply23 Feb 2023, 12:08
Official
Good day Karren
Thank you for reaching out to us
Although we do understand an outage brings a lot a frustration and inconvenience, and we would always want to resolve any issue as fast as possible, the outages experienced at Route 82 over December were as a result of Upstream provider fibre breaks outside of the estate. This means that all other estates and customers running on the same upstream provider's lines in the area, were also negatively affected.
In a scenario where we have an upstream provider break, whether it is due to vandalism or theft or municipal damage, we can not provide ETA's as it is not our lines, we cannot work on them and resolve the issue. We must rely on the upstream provider to provide us with regular feedback and ETA's. We place immense pressure on Upstream Providers to have all 4rd party faults resolved as soon as possible to ensure our customer are connected again.
We have since, upgraded and optimised the backup radio link for Route 82, so in the case where the upstream provider is down, our customers will still remail connected via the backup link
We thank you for your patience and understanding, and should you have any further queries, please do not hesitate to let us know
Kind regards,
S4L
Thank you for reaching out to us
Although we do understand an outage brings a lot a frustration and inconvenience, and we would always want to resolve any issue as fast as possible, the outages experienced at Route 82 over December were as a result of Upstream provider fibre breaks outside of the estate. This means that all other estates and customers running on the same upstream provider's lines in the area, were also negatively affected.
In a scenario where we have an upstream provider break, whether it is due to vandalism or theft or municipal damage, we can not provide ETA's as it is not our lines, we cannot work on them and resolve the issue. We must rely on the upstream provider to provide us with regular feedback and ETA's. We place immense pressure on Upstream Providers to have all 4rd party faults resolved as soon as possible to ensure our customer are connected again.
We have since, upgraded and optimised the backup radio link for Route 82, so in the case where the upstream provider is down, our customers will still remail connected via the backup link
We thank you for your patience and understanding, and should you have any further queries, please do not hesitate to let us know
Kind regards,
S4L