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KI
Kevin I

1 reviews | Active since Aug 2023

17 Aug 2023, 11:04

Poor service

My fibre has been down for six days now and counting. My ISP reported the problem to TT Connect and the only response I get from TT is that my complaint has been elevated, whatever that means.This is not the first time my service has gone down for a week or more and TT Connect have shown themselves to be thoroughly unreliable. If there was an alternative fibre company in my area, I would switch today. As it is, I have now ordered an LTE connection as a backup and to pay for this I have downgraded my fibre speed to a cheaper option. I expect there to be problems from time to time, such is the nature of high tech services, but what counts is how the company responds. TT Connect fails this test miserably and have shown themselves to thoroughly unreliable when it comes fixing a problem. I have only resorted to this public statement because I cannot get a response from the cpmpany other than emails from an unmanned mailbox saying thanks for my patience and that they have elevated my problem. If you have to use TT Connect, make sure you have a backup connection to use when there is a problem.

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Replies (5)
TT Connect (Pty) Ltd
TT Connect (Pty) Ltd's reply17 Aug 2023, 13:56
Official
Good afternoon sir. 

Please note that we deal with your ISP directly. 
Any and all issues have to be escalated to your ISP in order for them to perform their 1st and 2nd level investigations. If found to be an infrastructure issue the ISP will log a ticket with us. 

Do you perhaps have any reference numbers provided to you from your ISP in order for me to investigate this matter further? 

Regards 

TT connect 
KI
Kevin I's update17 Aug 2023, 17:19
Reviewer Update
TT Connect have responded. I hope this will eventually result in some action. Will post an update in due course. Hopefully I will be able to report something positive.
KI
Kevin I's update18 Aug 2023, 13:06
Reviewer Update
It gets worse! Having had rhe above response from TTC, I now see it is just the same cut & paste response that everyone gets. I even sent a private message with the fault reference as requested plus my contact numbers and email address. Nothing! I don't thing anyone is actually reading rhese posts. A few minutes ago I got a message from TTC that ny fault report had been closed! On querying this on Whatsapp (what a hopeless system manned by people who are not allowed to deviate from the procedure), i am told thay thet tried to call me but got my messaging system. I have had no missed calls. On Monday, they claimed they knocked on my door and got no response. I am in all day with wife, **** and gardener. I have surveilance cameras and will check if they tell me when they claim to have come. Nobody has been here or called. Someone in TTC is lying.
What more can I do? I shall keep on posting update here until something happens
KI
Kevin I's update18 Aug 2023, 18:26
Reviewer Update
Credit where credit is due. I had an unexpected call fron a TTC technician this afternoon and what a pleasant change. This young man replaced my fibre box and got me up and running in less than 20 minutes. He was sympathetic, well-trained and friendly. He is a credit to his company and management could learn a lot about customer relationships from him. However. I am still getting my LTE service on Monday. So often Ihave experience high-quality service from technicians from companies that are otherwise mediocre. Subject close - until next time.
TT Connect (Pty) Ltd
TT Connect (Pty) Ltd's reply08 Sept 2023, 09:24
Official
Thank you kindly for the feedback you provided sir. Any all all feedback is always greatly appriciated.