Fiber Issue

Good day, I would like to provide feedback regarding my experience with your call centre earlier today concerning my fibre connection, which was not working in the morning. During my first call, I was assisted by a female agent who tried to help for approximately 1 hour and 18 seconds. Unfortunately, she was unable to resolve the issue and eventually disconnected the call. I could sense that she was also frustrated during the interaction. I then called for the second time and spoke to another female agent who advised me to purchase a new router, stating that my current router was old and could no longer connect. I was not satisfied with this explanation, as no proper troubleshooting was done before reaching that conclusion. The call ended without the issue being resolved. I decided to call again and was assisted by a gentleman named Mpho Mashau. His service was exceptional. He patiently walked me through the troubleshooting process step by step while I was on my mobile phone. Within 21 minutes, the issue was fully resolved — without the need to buy a new router and without further wasting my time or airtime. I would like to sincerely commend Mpho Mashau for his professionalism, patience, technical knowledge, and excellent customer service. He is a true asset to your organisation. Please also take this feedback as an opportunity to review the consistency and quality of support provided by all call centre agents.