Ongoing Service Issues and Urgent Request for Resolution

1. Delayed Activation & Poor Performance • I paid for Zoom Flex on 27 May 2025, but only got connected on 15 June 2025 — a 19-day delay. • After connection, performance has been far below the promised 50/50 Mbps. My test results show: o Download: 19.81 Mbps o Upload: 8.36 Mbps o Latency: 32 ms ________________________________________ 2. Technical Issue Acknowledged, Then Ignored On 20 June 2025, I received an email from Zoom Fibre Customer Care (see below), stating that I was experiencing abnormal light levels affecting my speed, and asking for assistance from the technical team. Since then, no action has been taken and I’ve received no feedback. This is completely unacceptable. “Can you please assist the Client below with Abnormal Light Levels which are affecting his Internet Speed.” – Zoom Fibre Customer Care, 20 June 2025 ________________________________________ 3. Bundle Paid, But Still Disconnected • On 17 July 2025, I paid my R400 subscription after receiving a bundle expiry notice. • Despite paying on the same day, I’ve had no connection ever since. • I reported this to Lerato (FlexiWifi Agent) on 18 July, who acknowledged it but has still not followed up. ________________________________________ 4. Neighbour Tampering with Fibre Box – No Response On 18 July, I found my neighbour opening the street fibre box with a table knife. These boxes are: • Easily accessible, made of plastic, and not secured • A clear risk to network security and performance I reported this incident immediately to Lerato as well, and again received no response. ________________________________________ I now formally request: • Immediate technical resolution and restoration of my full service • Fixing the abnormal light level issue • Investigation into the physical security of the fibre box and reported tampering • A detailed explanation of why these problems have not been addressed o Poor internet speeds o Unavailable service despite payment o Ignored support requests o Insecure infrastructure