CN
Cynthia N
1 reviews | Active since Aug 2024
04 Nov 2024, 19:30
Surf4 life misery month after month
Worst customer service ever, we have had to internet connection for 4 days going to five tomorrow and all we get is”vandalism of structure our technicians are busy”every month it’s the same story of vandalism…I am paying money to cover me for the whole month but only get ****ty service and enjoy the fibre for a week. If there no internet connection it’s poor connectivity. No value for money at all and Surf4 life do not care whatsoever about their customers
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Surf4Life's replyOfficial
05 Nov 2024, 15:29Hi Cynthia
Thank you for reaching out to us
Firstly we want to assure you that all the frustration felt by residents, is shared with Surf4Life. The current outages to some residents is not due to cable theft. It was intentional vandalism on various lines throughout Sky City. Nothing was ****** or taken. This was done deliberately to disrupt fibre services to the community. This is nearly impossible to combat, although we do try to take precautions and put measures in place to make it harder for ********* to commit such acts.
I would also like to clarify that no matter which service provider you are with, or who might be in Sky City, this affects all Fibre services, not only ours. We sincerely apologise for the inconvenience this has caused, and we completely understand the frustration this has caused. The easiest way to explain this is that the vandals have cut certain joints and lines which branch out in to separate extensions. This means that the feed to certain extensions were damaged, not the entire Sky City. So far our teams have found at least 8 different points at which the vandals cut the Fibre. Each of these points take multiple splices and many many hours to repair, along with the need at some points for civils teams to dig further to lay new cable. As our teams work they have been uncovering further damage caused by this malicious persons. We have reached out to the community to help us by bringing the perpetrators to light, as acts like this severely impacts not only us in terms of strain on resources, but also our valued customers. We have had teams on site since the incident on Friday night offering up all off time in order to repair the damage, and our teams will continue to work to ensure connectivity is restored.
Please bare with us as we work to bring each and every customer back up. 90% of our customer basis works / studies from home, so the impact of this is not lost on us, and we do not take this situation lightly.
Please bare with us as we work to bring each and every customer back up. 90% of our customer basis works / studies from home, so the impact of this is not lost on us, and we do not take this situation lightly.
Surf4Life's reply05 Nov 2024, 15:29
Official
Hi Cynthia
Thank you for reaching out to us
Firstly we want to assure you that all the frustration felt by residents, is shared with Surf4Life. The current outages to some residents is not due to cable theft. It was intentional vandalism on various lines throughout Sky City. Nothing was ****** or taken. This was done deliberately to disrupt fibre services to the community. This is nearly impossible to combat, although we do try to take precautions and put measures in place to make it harder for ********* to commit such acts.
I would also like to clarify that no matter which service provider you are with, or who might be in Sky City, this affects all Fibre services, not only ours. We sincerely apologise for the inconvenience this has caused, and we completely understand the frustration this has caused. The easiest way to explain this is that the vandals have cut certain joints and lines which branch out in to separate extensions. This means that the feed to certain extensions were damaged, not the entire Sky City. So far our teams have found at least 8 different points at which the vandals cut the Fibre. Each of these points take multiple splices and many many hours to repair, along with the need at some points for civils teams to dig further to lay new cable. As our teams work they have been uncovering further damage caused by this malicious persons. We have reached out to the community to help us by bringing the perpetrators to light, as acts like this severely impacts not only us in terms of strain on resources, but also our valued customers. We have had teams on site since the incident on Friday night offering up all off time in order to repair the damage, and our teams will continue to work to ensure connectivity is restored.
Please bare with us as we work to bring each and every customer back up. 90% of our customer basis works / studies from home, so the impact of this is not lost on us, and we do not take this situation lightly.
Please bare with us as we work to bring each and every customer back up. 90% of our customer basis works / studies from home, so the impact of this is not lost on us, and we do not take this situation lightly.