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Karabo M

1 reviews | Active since Jan 2026

15 Jan 2026, 20:33

Unacceptable Service, No Response, and Total Disregard for Customers from surf4life in Sky City

On 7 January, I logged a call via your website platform to report that my router was not working and that I had no internet connection. On 8 January, again explaining that the router was still faulty and is displaying 3 lines and a day or 2 later I'm sent an email requesting for an image. After 2 days again they sent me another email to say they allocated my issue and this is 6 days without internet service that I have paid for and 4 days after logging the issue. Then 2 days later the sent another email to say they have assigned it to someone. 2 days back I sent an email to follow up but till this time I did not get any communication.

Today I sent an email complaint about this issue how it is not only costing me money but also an inconvenience while I paid for the services and the, responded and said they will send some one today. It's 20:30 now and still not technical to assist and not even communication.

This delay is completely unacceptable. Internet connectivity is not a luxury it is essential for work, communication, and daily life. The lack of urgency and accountability shown by this company is appalling. What makes matters worse is the expectation that I should continue following up and responding to emails when I have explicitly stated that I do not have internet access or mobile data due to the unresolved fault. Expecting email communication under these circumstances is unreasonable and highlights a serious failure in customer support processes. There is clearly no effective system in place to proactively engage customers or ensure that issues are resolved seamlessly. Customers are left stranded, ignored, and inconvenienced, while the burden of follow-up is unfairly placed on them. This experience has been extremely frustrating and has completely eroded my trust in this service provider.

I would not recommend this company to anyone who relies on stable and responsive internet service. I am still awaiting urgent resolution and accountability.

0
Replies (1)
Surf4Life
Surf4Life's reply22 Jan 2026, 15:08
Official
Hi Karabo
Thank you for taking the time to share your experience. We regret the prolonged delays, lack of communication, and the frustration caused while your services were offline. This is certainly not the level of service we aim to provide, and we acknowledge how disruptive this situation was, especially given how essential internet connectivity is for daily work and communication.
We can confirm that the technical issue has now been resolved and that your services have been fully restored and are operational. A member of our team has also verified stability on the line to ensure there are no further disruptions.
Your feedback regarding communication gaps and follow-up processes has been taken seriously and escalated internally for review, as this experience does not reflect our service standards.
We appreciate your patience under difficult circumstances and apologise once again for the inconvenience caused. Should you experience any further issues, our support team is available to assist immediately.