1 reviews | Active since Jul 2011
Wirulink service has gotten shocking
<p>What used to be a company I complimented on great service has unfortunately become terrible.</p> <p>I requested a simple transfer of equipment to my new house. To get this booked took ages.</p> <p>Installation team arrives very early, original appointment was for 13:00.</p> <p>Installation gets done, very quickly. No testing done at all. When I test I make note of the fact that I am only getting 5mb and not the 10mb I pay for.</p> <p>Installation team do nothing, and say they will ask at office and it is simple config.</p> <p>This was 3 days ago, to spite multiple emails, no change to this.</p> <p>Empty promises of a technical team to come out.</p> <p>Absolutely terrible. If you are looking for a telkom alternative, unfortunately wirulink is no longer the good service alternative.</p>
Dear Wayne
Thank you for bringing this under our attention. A technical team will be on site today to properly assess the problem on site. Our support technicians coordinator (Ryno) will be in touch with you to arrange the same.
Do not hesitate to contact Shannon van Blerk (Client Relations Manager) on *** or *** should you have any questions in this regard.
You can be assured of our commitment to resolve this matter as soon as possible.
WIRUlink Management
Dear Wayne
Thank you for bringing this under our attention. A technical team will be on site today to properly assess the problem on site. Our support technicians coordinator (Ryno) will be in touch with you to arrange the same.
Do not hesitate to contact Shannon van Blerk (Client Relations Manager) on *** or *** should you have any questions in this regard.
You can be assured of our commitment to resolve this matter as soon as possible.
WIRUlink Management
My trouble with Wirulink continues. But, gets worse. A technician was finally sent onsite to check the status of the connection, quote "There is definately something wrong here". They were able to get a better speed, but still not the 10MB I pay for, nor is anyone at WiruLink able to prove to me that I can get 10Mb. Further to this, they have charged me for the failed relocation, and then further charged me for the technician to come onsite and attempt to fix the failed relocation. One would assume with Fibre becoming the norm to households that WiruLink would attempt to keep the customer base they have. Seems not.
My trouble with Wirulink continues. But, gets worse. A technician was finally sent onsite to check the status of the connection, quote "There is definately something wrong here". They were able to get a better speed, but still not the 10MB I pay for, nor is anyone at WiruLink able to prove to me that I can get 10Mb. Further to this, they have charged me for the failed relocation, and then further charged me for the technician to come onsite and attempt to fix the failed relocation. One would assume with Fibre becoming the norm to households that WiruLink would attempt to keep the customer base they have. Seems not.
Dear Wayne
WIRUlink make use of wireless technologies where direct line of sight (no obstructions) is required from your house/business to one of our towers to deliver a good and stable service. Because any obstruction by trees, buildings or other factors can not be checked using our desktop survey, our technicians will have to test the service on site before installation to confirm if we are able to offer the ordered service.
We have informed you in advance of all costs involved to relocate your service/installation.
The technical team performed the onsite service assessment, but weren't able to achieve the required internet speed and suggested we install a longer pole to give better line of sight and test again. This vehicle did not have a longer pole on hand.
WIRUlink's Logistics department tried contacting you on numerous occasions, without success, to schedule this appointment. We emailed you saying we are unable to get hold of you to make the appointment. You rep**** by email saying we can come any day after 4pm.
Our second team on site installed a longer pole for better signal and achieved 8Mbps at the time, which is acceptable according to the package you signed up for (10Mbps Lite Uncapped 1:15 contention). You weren't happy with this and asked that we connect you to another tower, which we attempted to arrange, but again could not get hold of you.
You are achieving an acceptable speed according to the package you signed up for. We do have lower contention options available ("Advanced Uncapped 1:8") should you wish to mostly achieve the full 10Mbps speed.
We did not bill you for any of the additional call-outs that followed the re location, those were free of charge to show our commitment to our clients.
During the last year that you have been a WIRUlink customer, you have only had one day of downtime. This have been resolved by our technical team without you even logging a support call with our service desk.
We are committed to our valued customers to offer good performance and value for money. Do not hesitate to contact our Account Executive regarding our lower contention Uncapped internet services.
Yours faithfully
Dear Wayne
WIRUlink make use of wireless technologies where direct line of sight (no obstructions) is required from your house/business to one of our towers to deliver a good and stable service. Because any obstruction by trees, buildings or other factors can not be checked using our desktop survey, our technicians will have to test the service on site before installation to confirm if we are able to offer the ordered service.
We have informed you in advance of all costs involved to relocate your service/installation.
The technical team performed the onsite service assessment, but weren't able to achieve the required internet speed and suggested we install a longer pole to give better line of sight and test again. This vehicle did not have a longer pole on hand.
WIRUlink's Logistics department tried contacting you on numerous occasions, without success, to schedule this appointment. We emailed you saying we are unable to get hold of you to make the appointment. You rep**** by email saying we can come any day after 4pm.
Our second team on site installed a longer pole for better signal and achieved 8Mbps at the time, which is acceptable according to the package you signed up for (10Mbps Lite Uncapped 1:15 contention). You weren't happy with this and asked that we connect you to another tower, which we attempted to arrange, but again could not get hold of you.
You are achieving an acceptable speed according to the package you signed up for. We do have lower contention options available ("Advanced Uncapped 1:8") should you wish to mostly achieve the full 10Mbps speed.
We did not bill you for any of the additional call-outs that followed the re location, those were free of charge to show our commitment to our clients.
During the last year that you have been a WIRUlink customer, you have only had one day of downtime. This have been resolved by our technical team without you even logging a support call with our service desk.
We are committed to our valued customers to offer good performance and value for money. Do not hesitate to contact our Account Executive regarding our lower contention Uncapped internet services.
Yours faithfully