CN
Chandre N
1 reviews | Active since Jan 2023
25 Mar 2024, 20:23
Worst service once again...
I was hoping that i don't have to do this... But here I am yet again... Last week Monday i signed up for my grandmother... Sent through the documents... Tuesday morning i followed up if all documents was correct and was told yes. Wednesday i was called telling me the proof of residence is not correct and needs to be of the installation address. Sent it through and till this date 25th of March after plenty of emails trying to figure out if everything is correct still haven't got any answer. I was hoping to get her fibre going by end of this week... Your sales process and communication is just ***... I was hoping that the same that happened with my sign up don't happend here again but last famous words.... Overall just a ****ty experience...
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Replies (3)
Tech5 Group's replyOfficial
26 Mar 2024, 08:47We deeply apologize for any inconvenience you've experienced during the application process. As communicated by our sales team, installations typically require 7-14 working days. Our application forms undergo meticulous checks, and any issues are promptly addressed, with clients being contacted accordingly. In this instance, it appears there may have been a delay in communication, for which we sincerely apologize. Your application has now been successfully captured, and you can expect a call shortly to schedule the installation. We're committed to providing a seamless experience and will strive to ensure better communication moving forward. Thank you for your understanding and patience. Rest assured, you are still within the 7-14 working days from the time you completed the application.
Tech5 Group's reply26 Mar 2024, 08:47
Official
We deeply apologize for any inconvenience you've experienced during the application process. As communicated by our sales team, installations typically require 7-14 working days. Our application forms undergo meticulous checks, and any issues are promptly addressed, with clients being contacted accordingly. In this instance, it appears there may have been a delay in communication, for which we sincerely apologize. Your application has now been successfully captured, and you can expect a call shortly to schedule the installation. We're committed to providing a seamless experience and will strive to ensure better communication moving forward. Thank you for your understanding and patience. Rest assured, you are still within the 7-14 working days from the time you completed the application.
CN
Chandre N's updateReviewer Update
27 Mar 2024, 13:46The main reason for posting this on here was to make a point out off the ****py customer service and lack if communication I'm receiving. But just to make it verry clear... Due to "Delay in communication" and the fact that my order was only processed yesterday I was informed by HL Telecoms (company that helps frogfoot) that the ONT instalation can only happen on the 10th of April... In total 18 working days and 23 days in total. So to be clear that's over the 7-14 working days. And I'll stand by the fact that this happened because i struggled since last week Wednesday to get any response, and only after my post here there was a reply on my multiple emails. All good and well we have a rooter today just ****ty that it will maby only work by the 10th of April 2024... I'm really not happy!
CN
Chandre N's update27 Mar 2024, 13:46
Reviewer Update
The main reason for posting this on here was to make a point out off the ****py customer service and lack if communication I'm receiving. But just to make it verry clear... Due to "Delay in communication" and the fact that my order was only processed yesterday I was informed by HL Telecoms (company that helps frogfoot) that the ONT instalation can only happen on the 10th of April... In total 18 working days and 23 days in total. So to be clear that's over the 7-14 working days. And I'll stand by the fact that this happened because i struggled since last week Wednesday to get any response, and only after my post here there was a reply on my multiple emails. All good and well we have a rooter today just ****ty that it will maby only work by the 10th of April 2024... I'm really not happy!
Tech5 Group's replyOfficial
28 Mar 2024, 08:14We sincerely apologize for the inconvenience caused by the delay in communication and installation. It's important to clarify that the 7-14 working days are counted from the completion date of the application, not from when it's processed. As an Internet Service Provider (ISP), Tech5 Group collaborates with Fiber Network Operators (FNOs) for installations. FNOs are responsible for laying the infrastructure, while we manage orders and coordination. We're actively addressing communication gaps with our management team to ensure smoother operations and better service delivery. Your patience during this process is greatly appreciated as we strive to resolve this matter promptly and improve our communication protocols.
Tech5 Group's reply28 Mar 2024, 08:14
Official
We sincerely apologize for the inconvenience caused by the delay in communication and installation. It's important to clarify that the 7-14 working days are counted from the completion date of the application, not from when it's processed. As an Internet Service Provider (ISP), Tech5 Group collaborates with Fiber Network Operators (FNOs) for installations. FNOs are responsible for laying the infrastructure, while we manage orders and coordination. We're actively addressing communication gaps with our management team to ensure smoother operations and better service delivery. Your patience during this process is greatly appreciated as we strive to resolve this matter promptly and improve our communication protocols.