RK
Rodney K
1 reviews | Active since May 2021
16 Apr 2025, 11:24
Poor service delivery and no accountability
Poor service delivery and no accountability. This company is so comfortable such that when they can't render a service due to their Fibre network failure, they can't even compensate us for lost hours or downtime. But if I as a customer can happen to miss a subscription fee, I get cutoff immediately. But they unfairly continue as normal without repercussions. They just do not care how a customer feels regardless. No accountability whatsoever. I pay for a service and still be charged for not receiving any service. It's unfair. They must come up with some form of compensation for downtime so that they can't be complacent.
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Replies (3)0
Replies (3)
Surf4Life's replyOfficial
16 Apr 2025, 15:44Hi Rodney
Thank you for sharing your feedback. while being held to strict payment terms as a customer ,we know this isn’t the experience you expect or deserve, and we’re doing everything we can to get you back online as soon as possible. The current outage is the result of unexpected damage to fibre infrastructure located within private property, which required formal access permissions before our teams could proceed. While this delay was beyond our direct control, we understand that doesn’t make the impact on your day-to-day any easier. Our technical teams are currently onsite and working with urgency to reroute and restore the connection as quickly and safely as possible, in close coordination with our upstream provider.
If you’d like to discuss this further or request a callback, we’re here and happy to assist. Thank you again for speaking up — we appreciate the opportunity to address your concerns.
Thank you for sharing your feedback. while being held to strict payment terms as a customer ,we know this isn’t the experience you expect or deserve, and we’re doing everything we can to get you back online as soon as possible. The current outage is the result of unexpected damage to fibre infrastructure located within private property, which required formal access permissions before our teams could proceed. While this delay was beyond our direct control, we understand that doesn’t make the impact on your day-to-day any easier. Our technical teams are currently onsite and working with urgency to reroute and restore the connection as quickly and safely as possible, in close coordination with our upstream provider.
If you’d like to discuss this further or request a callback, we’re here and happy to assist. Thank you again for speaking up — we appreciate the opportunity to address your concerns.
Surf4Life's reply16 Apr 2025, 15:44
Official
Hi Rodney
Thank you for sharing your feedback. while being held to strict payment terms as a customer ,we know this isn’t the experience you expect or deserve, and we’re doing everything we can to get you back online as soon as possible. The current outage is the result of unexpected damage to fibre infrastructure located within private property, which required formal access permissions before our teams could proceed. While this delay was beyond our direct control, we understand that doesn’t make the impact on your day-to-day any easier. Our technical teams are currently onsite and working with urgency to reroute and restore the connection as quickly and safely as possible, in close coordination with our upstream provider.
If you’d like to discuss this further or request a callback, we’re here and happy to assist. Thank you again for speaking up — we appreciate the opportunity to address your concerns.
Thank you for sharing your feedback. while being held to strict payment terms as a customer ,we know this isn’t the experience you expect or deserve, and we’re doing everything we can to get you back online as soon as possible. The current outage is the result of unexpected damage to fibre infrastructure located within private property, which required formal access permissions before our teams could proceed. While this delay was beyond our direct control, we understand that doesn’t make the impact on your day-to-day any easier. Our technical teams are currently onsite and working with urgency to reroute and restore the connection as quickly and safely as possible, in close coordination with our upstream provider.
If you’d like to discuss this further or request a callback, we’re here and happy to assist. Thank you again for speaking up — we appreciate the opportunity to address your concerns.
RK
Rodney K's updateReviewer Update
16 Apr 2025, 15:59You are still not addressing my issue regarding inconvenience and downtime. I pay you guys and what happens with your service provider has nothing to do with me even though I'm directly impacted. There must be some sort of compensation or penalty to mitigate this. How are you going to compensate me for the downtime of over 24hrs? I have to loose and you have nothing to loose. It's unfair practice. This is not for the 1st time this happens. You guys are complacent and comfortable because we do not complain much.
RK
Rodney K's update16 Apr 2025, 15:59
Reviewer Update
You are still not addressing my issue regarding inconvenience and downtime. I pay you guys and what happens with your service provider has nothing to do with me even though I'm directly impacted. There must be some sort of compensation or penalty to mitigate this. How are you going to compensate me for the downtime of over 24hrs? I have to loose and you have nothing to loose. It's unfair practice. This is not for the 1st time this happens. You guys are complacent and comfortable because we do not complain much.
Surf4Life's replyOfficial
17 Apr 2025, 14:11Hi Rodney
You’re absolutely right that, as a paying customer, you should not have to carry the burden of service interruptions, regardless of the cause. We understand that this has had a real impact on you.
While our technical teams were fully engaged to restore service as quickly as possible, we also recognize that this doesn’t make up for the disruption to your day.
You’re absolutely right that, as a paying customer, you should not have to carry the burden of service interruptions, regardless of the cause. We understand that this has had a real impact on you.
While our technical teams were fully engaged to restore service as quickly as possible, we also recognize that this doesn’t make up for the disruption to your day.
Kindly note that we abide by industry standards when it comes to downtime and compensation policies. That said, we’re happy to assess your specific case further.
Please send an email to *** and our finance team will review it and respond accordingly based on our service terms.
Surf4Life's reply17 Apr 2025, 14:11
Official
Hi Rodney
You’re absolutely right that, as a paying customer, you should not have to carry the burden of service interruptions, regardless of the cause. We understand that this has had a real impact on you.
While our technical teams were fully engaged to restore service as quickly as possible, we also recognize that this doesn’t make up for the disruption to your day.
You’re absolutely right that, as a paying customer, you should not have to carry the burden of service interruptions, regardless of the cause. We understand that this has had a real impact on you.
While our technical teams were fully engaged to restore service as quickly as possible, we also recognize that this doesn’t make up for the disruption to your day.
Kindly note that we abide by industry standards when it comes to downtime and compensation policies. That said, we’re happy to assess your specific case further.
Please send an email to *** and our finance team will review it and respond accordingly based on our service terms.