Disappointed in the service level

My wife and myself, we have been loyal paying clients of yours for nearly 12 years, and every time something bad came up regarding yourselves we have tried defending you, but you know you guys have caused enough dissatisfaction with the constant disappointments.

We initially had an issue with the router of our fibre which suddenly stopped working, asked your staff at Canal Walk whether it is possible to get another by way of upgrading the fibre line to something faster, which they informed us is possible and we continued with finalising the request. We have been without internet for two weeks now due to Lord knows what after we got confirmation that everything is done and that there was somehow a misshap with the adress, yet we are still being debited for all this inconvenience.

The reason for this post is to inform the people out there spending their hard earned money on you guys that it might not be worthwhile to do so especially if you are one making money by use of this type of service to feed your families.

Apparently they also don’t have a way of escalating an urgent matter as they have no sense of urgency, probably have way too much clients at this point to really care about their customer service, they have become too big.