Worst Service Provider EVER

Item: Surf4Life
Rating: 1
Author: rodney M

No joy for me dealing with surf4life, I have been experiencing intermittent connection for the longest time but this week it just went on steroids where I have to call more than 4 times a day and today as I'm writing this review it went down twice in a period of 5 minutes where I had to call twice in the period to have the connection back. When I ask the agent what they found they say there was no data coming to my router they will have their technician investigate. Which they never do, I have logged a case on the 16th for the technician to come and investigate, I was told the SLA is 3 working days, Saturday was told a technician will definitely come on Monday. Its Tuesday today and still waiting, however I guess I was to wait forever because the case was closed. And now I'm told I will be put on a list of people experiencing the same issue and they don't know how long they will take to get to me.

Helpful (0)

Replies (1)

Surf4Life's replyOfficial

23 Jul 2025, 11:02

Hi Rodney

Thank you for bringing this to our attention.

Your feedback has been escalated to the relevant support team, and we are actively reviewing your case to ensure it is properly addressed without further delays.

As part of our Service Level Agreement (SLA), we strive to resolve general technical tickets within 2 business days and fibre-related tickets within 3 business days. These timelines are dependent on the nature and complexity of the issue, as well as resource availability. While we do our best to meet these targets, unforeseen circumstances can occasionally lead to delays.

We have reviewed your ticket and understand your frustration. Please rest assured that we are prioritizing your case. We appreciate your patience and the opportunity to make this right.

Surf4Life's reply23 Jul 2025, 11:02

Official

Hi Rodney

Thank you for bringing this to our attention.

Your feedback has been escalated to the relevant support team, and we are actively reviewing your case to ensure it is properly addressed without further delays.

We have reviewed your ticket and understand your frustration. Please rest assured that we are prioritizing your case. We appreciate your patience and the opportunity to make this right.