RF
Ruan F
1 reviews | Active since Aug 2012
10 Feb 2022, 08:33
False Advertising - Not responding to queries regarding a 22% price increase 3 months after signing up.
We installed FTTH through Zoom Fibre and one of their ISP’s. When we signed up for a 50/50Mbps connection, the subscription was advertised on Zoom’s website for R588/month. Installation is free provided that you stay with your ISP for 12 months. 2 months in, and I receive an e-mail explaining that they are forced to increase my monthly subscription to R718/month, an increase of 22%, way over inflation, and with a trend of data prices decreasing, against the norm. My view is that Zoom uses undervalued subscribtions in order to get subscribers, lock them into a 12 month agreement (free installation) and then once enough people signed up, hit you with an increase that you have no control over, as it costs R1800 to step out of the installation agreement early.
I queried on Facebook on Zoom’s page, a Zoom representative committed to respond via e-mail. A week later and no response, and now even my posts are getting ignored, this is really poor service from Zoom fibre, and shows that customer service is less important than revenue.
Be careful!
Helpful (0)
Replies (5)0
Replies (5)
Zoom fibre's replyOfficial
10 Feb 2022, 11:20Good Morning Ruan, there is an annual increase every year. This should have been communicated by the sales rep that signed you up. We do apologize for the inconvenience caused.
Zoom fibre's reply10 Feb 2022, 11:20
Official
Good Morning Ruan, there is an annual increase every year. This should have been communicated by the sales rep that signed you up. We do apologize for the inconvenience caused.
RF
Ruan F's updateReviewer Update
10 Feb 2022, 15:43Hi Zoom Fibre, how can there be an annual increase if the trend in internet data connections is a reduction in price? Secondly, how do you justify an annual increase of 22%, with an inflation rate or 5.9%. It is not an inconvenience, it does not make sense, if it increases 22% annually it means that in 4 years your price would just about double. Whereas it is expected that it should be half…
Please elaborate on your justification for a 22% increase?
Please elaborate on your justification for a 22% increase?
RF
Ruan F's update10 Feb 2022, 15:43
Reviewer Update
Hi Zoom Fibre, how can there be an annual increase if the trend in internet data connections is a reduction in price? Secondly, how do you justify an annual increase of 22%, with an inflation rate or 5.9%. It is not an inconvenience, it does not make sense, if it increases 22% annually it means that in 4 years your price would just about double. Whereas it is expected that it should be half…
Please elaborate on your justification for a 22% increase?
Please elaborate on your justification for a 22% increase?
Zoom fibre's replyOfficial
10 Jun 2022, 17:47Dear Ruan F, we thank you for reaching out and wish to clarify this matter. As Zoom Fibre, we ran a promotion on all our packages extended to our ISP partners which they then on-sell to you. Said promotion expired in February 2022. On the expiration of the promotion, we took the decision to not revert back to the standard pricing and instead offered the same packages at a reduced price, albeit not the promotion price.
We acknowledge the economic pressures experienced by all South Africans and are making our best efforts to offer a reasonable tariff whilst enabling our business to offer you a well-maintained network with minimal connectivity disruptions.
Zoom fibre's reply10 Jun 2022, 17:47
Official
Dear Ruan F, we thank you for reaching out and wish to clarify this matter. As Zoom Fibre, we ran a promotion on all our packages extended to our ISP partners which they then on-sell to you. Said promotion expired in February 2022. On the expiration of the promotion, we took the decision to not revert back to the standard pricing and instead offered the same packages at a reduced price, albeit not the promotion price.
We acknowledge the economic pressures experienced by all South Africans and are making our best efforts to offer a reasonable tariff whilst enabling our business to offer you a well-maintained network with minimal connectivity disruptions.
RF
Ruan F's updateReviewer Update
10 Jun 2022, 18:13I hear you and thank you for the speedy (NOT) reply… I hear you, but please upload one advert where it was mentioned that the promo would end in February and I will rest my case! (I’ll even vow to remove this review and give you 5 stars) As to network uptime, I give it to you, it is excellent, and I will keep my subscription (for now). It is not a case of price but a case of false advertising which I would like to bring to my fellow South African’s attention…
RF
Ruan F's update10 Jun 2022, 18:13
Reviewer Update
I hear you and thank you for the speedy (NOT) reply… I hear you, but please upload one advert where it was mentioned that the promo would end in February and I will rest my case! (I’ll even vow to remove this review and give you 5 stars) As to network uptime, I give it to you, it is excellent, and I will keep my subscription (for now). It is not a case of price but a case of false advertising which I would like to bring to my fellow South African’s attention…
Zoom fibre's replyOfficial
10 Jun 2022, 18:50Hi Ruan, we appreciate your feedback, however, the promotional pricing was between ourselves as the Network Operator and your ISP, which our records indicate is Home Connect. Home Connect then offered the promotion on to it's customers, in this case you. We will follow up with Home Connect to confirm the promotional pricing in writing and provide you with feedback.
Zoom fibre's reply10 Jun 2022, 18:50
Official
Hi Ruan, we appreciate your feedback, however, the promotional pricing was between ourselves as the Network Operator and your ISP, which our records indicate is Home Connect. Home Connect then offered the promotion on to it's customers, in this case you. We will follow up with Home Connect to confirm the promotional pricing in writing and provide you with feedback.