Excessive Charge to repair Fibre cable

Dear TT Connect Team,

I am writing to express my deep dissatisfaction with the service I received following a disruption to my Fibre connection. On the 16th of August 2024, at approximately 11h00, a contractor working at my home accidentally cut through my Fibre cable. I immediately contacted your customer service team to request a repair, fully expecting a prompt response. However, when I followed up at around 14h30, I was informed by your maintenance department that no one would be dispatched until Monday, the 19th of August—three days later. When I inquired about the possibility of a Saturday repair, I was told that your technicians do not like to work on weekends. This left me without an internet connection for an entire weekend, which, in today's world, is not just an inconvenience but a significant disruption. To make matters worse, when your team finally arrived on Monday, they discovered that the cable required re-splicing, resulting in an additional delay. In total, I was without internet for four days. As if this were not frustrating enough, I was charged a staggering R 3,450.00 for the repair. While I understand that the initial damage was caused by my contractor, I find it unacceptable that I had to wait four days for a repair and then be charged such a high fee with no alternative or competitor that I could get a quote from. Complete monopoly. The lack of urgency shown by your team and the unwillingness to work on weekends demonstrate a disregard for customer service. This entire experience feels like a complete abuse of power, as I am bound by contract to rely on your services and am therefore forced to accept both the delay and the excessive charge. Given the circumstances, I strongly urge you to review your policies regarding repair response times, particularly on weekends, and consider a more reasonable fee structure for repairs caused by unavoidable accidents. John Neilson