Bad experience with service

Totally appalled with the manner that TT Connect handles customers.

After 3 years of fantastic service, it’s a single experience that now has me rethinking if I will be staying with TYConnect.

My internet has been down this week, with lots of action taking place, only to find out that TTConnect has had a longstanding project to replace the fiber boxes in homes which they have not notified customers about and are running behind schedule.

Now TTConnect has cutover to new system, leaving various customers stranded that still have the old fiber box and not been honest about the situation.

The worst is that I was scheduled for last week Monday to have box replaced and team was on-site most of the day, only to tell me they can’t replace the box cause I have a fault in my fiber cable (last Mile) (funny how on old box it work perfectly till I got switched off)

After much fighting, I now have a team on-site replacing the cable and been informed they cannot splice cause the splicing box is “damaged”, so they pulling a new cable, then hopefully will schedule someone to splice next week and then hope to schedule someone to come out and replace the fiber box. 3 different teams at 3 different stages, higher operational costs, to resolve 1 single issue that was not an issue in the first place, while the consumer takes the brunt of what’s perceived to be very management and total lack of customer focus.

All of this without an apology or urgency while being dishonest about what’s going on.

The sort of mediocracy we somehow have to accept in South Africa.

So as a typical South African, I will be voting with my feet, but this time felt that a written review was needed as well.

I must make it quite clear, the staff try their best. From call service desk to engineers, they are amazing, polite, service orientated, trying to meet customer requirements; which clearly gives me the impression the problem lies with management.

MWEB, you have a responsibility as well as the main contractor in this service. Your partners are letting you down.