lM
lebogang M
1 reviews | Active since Feb 2016
16 Apr 2025, 15:34
Surf4life should be Surf4Dead
This has been one of the worst experiences I’ve had with an ISP. Every time there’s an issue with the internet, communication is severely delayed, and resolution times are unacceptably long.I’ve now been without internet for two full days — during a critical time where I’m both working and writing exams. The lack of urgency and responsiveness is incredibly disappointing. I would not recommend Surf4Life to anyone based on this experience.
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Surf4Life's replyOfficial
17 Apr 2025, 14:03Hi Lebogang,
You’re absolutely right to expect better communication and faster resolution—especially during a time when staying connected is so important. We truly regret the frustration this outage has caused you.
To provide some context: the site was down for a total of 32 hours due to unexpected damage to fibre infrastructure located on private property. Access to begin repairs required formal permission, which unfortunately added to the delay. While this was outside of our immediate control, we completely understand that it doesn’t lessen the impact it had on your work and studies.
During this time, it was all hands on deck, our entire team was focused on restoring services as quickly as possible. We also have a system in place to send updates every two hours following an outage, but due to a system error, communication to extensions 33 & 34 was delayed. The HOAs however received all the comms notice and ongoing updates while we worked to resolve that issue. Your extension later started to receive broadcast notifications.
We recognize the standard you expect—and deserve—for a service you’ve paid for
You’re absolutely right to expect better communication and faster resolution—especially during a time when staying connected is so important. We truly regret the frustration this outage has caused you.
To provide some context: the site was down for a total of 32 hours due to unexpected damage to fibre infrastructure located on private property. Access to begin repairs required formal permission, which unfortunately added to the delay. While this was outside of our immediate control, we completely understand that it doesn’t lessen the impact it had on your work and studies.
During this time, it was all hands on deck, our entire team was focused on restoring services as quickly as possible. We also have a system in place to send updates every two hours following an outage, but due to a system error, communication to extensions 33 & 34 was delayed. The HOAs however received all the comms notice and ongoing updates while we worked to resolve that issue. Your extension later started to receive broadcast notifications.
We recognize the standard you expect—and deserve—for a service you’ve paid for
Surf4Life's reply17 Apr 2025, 14:03
Official
Hi Lebogang,
You’re absolutely right to expect better communication and faster resolution—especially during a time when staying connected is so important. We truly regret the frustration this outage has caused you.
To provide some context: the site was down for a total of 32 hours due to unexpected damage to fibre infrastructure located on private property. Access to begin repairs required formal permission, which unfortunately added to the delay. While this was outside of our immediate control, we completely understand that it doesn’t lessen the impact it had on your work and studies.
During this time, it was all hands on deck, our entire team was focused on restoring services as quickly as possible. We also have a system in place to send updates every two hours following an outage, but due to a system error, communication to extensions 33 & 34 was delayed. The HOAs however received all the comms notice and ongoing updates while we worked to resolve that issue. Your extension later started to receive broadcast notifications.
We recognize the standard you expect—and deserve—for a service you’ve paid for
You’re absolutely right to expect better communication and faster resolution—especially during a time when staying connected is so important. We truly regret the frustration this outage has caused you.
To provide some context: the site was down for a total of 32 hours due to unexpected damage to fibre infrastructure located on private property. Access to begin repairs required formal permission, which unfortunately added to the delay. While this was outside of our immediate control, we completely understand that it doesn’t lessen the impact it had on your work and studies.
During this time, it was all hands on deck, our entire team was focused on restoring services as quickly as possible. We also have a system in place to send updates every two hours following an outage, but due to a system error, communication to extensions 33 & 34 was delayed. The HOAs however received all the comms notice and ongoing updates while we worked to resolve that issue. Your extension later started to receive broadcast notifications.
We recognize the standard you expect—and deserve—for a service you’ve paid for