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JA
Johnperre A

1 reviews | Active since May 2024

31 May 2024, 08:57

Unreliable Service Leading to Business Losses

Review Title: Unreliable Service Leading to Business Losses

I am extremely dissatisfied with the service provided by Zoom Fibre. Every evening from 18:00, I experience significant connection problems. The internet connection fluctuates unpredictably – one moment I have internet access, and the next I don't. This inconsistency severely impacts my ability to generate online income, causing substantial business losses.

I initially thought the issue might be with my service provider, Homeconnect. However, I discovered that others in my vicinity who use Supersonic, also via Zoom Fibre, experience the exact same problems at the same times. This indicates that the issue lies with Zoom Fibre, not the individual service providers.

It is unacceptable for a fibre network to be this unreliable, especially during peak hours when internet usage is critical for business operations. I urge Zoom Fibre to address these connectivity issues immediately. Continuous, stable internet access is crucial for anyone relying on their connection for work.

Until these problems are resolved, I cannot recommend Zoom Fibre to anyone who needs a reliable internet connection for their livelihood.

0
Replies (19)
Zoom fibre
Zoom fibre's reply31 May 2024, 09:07
Official
Dear Johnperre, thank you for your review. Your feedback helps us do better. We apologize for the experience. We are looking into this issue and hope to resolve it promptly and accurately. Please expect a call shortly Kind Regards
JA
Johnperre A's update31 May 2024, 09:12
Reviewer Update
It does not help to phone me and when I start to explain my problem I get disconnected. Please call me back on ***. Thankyou
Zoom fibre
Zoom fibre's reply31 May 2024, 09:16
Official
Good day, Johnperre, our support team stated that they had a technical issue however will call back and assist further, we apologize for the inconvenience. 
JA
Johnperre A's update31 May 2024, 09:57
Reviewer Update
Hi Johnperre is at work. You can call me at home on*** to proceed. Thanks
Zoom fibre
Zoom fibre's reply31 May 2024, 09:58
Official
Thank you for the information, we will contact you shortly and assist
JA
Johnperre A's update31 May 2024, 10:59
Reviewer Update
On a positive note, I would like to thank DEAN for his excellent feedback and handling of the matter in question. He assured us that the maintenance team will contact us to inspect the hardware within 48 hours. His professionalism and prompt response are greatly appreciated.
Zoom fibre
Zoom fibre's reply31 May 2024, 11:04
Official
Thank you for the positive feedback and the opportunity to assist with your query.  
JA
Johnperre A's update31 May 2024, 12:32
Reviewer Update
The maintenance team were here.
However, when the maintenance team arrived, all they did was dip the connector points of the cables in some liquid, test the speed, and then left. When I inquired about the AP box, which Dean had specifically mentioned they should check, they simply said everything was fine without further inspection. I will monitor the connection tonight at the usual problematic time and report back to Zoom Fibre on whether the issue persists.
Until these connectivity issues are fully resolved, I cannot recommend Zoom Fibre to anyone who needs a reliable internet connection for their livelihood.
JA
Johnperre A's update31 May 2024, 12:46
Reviewer Update
i don't know what they did but now my connection is so slow I can just as well disconnect. I understand it is only a 15mbps line but in the first months I did not experience these problems why now??????
Zoom fibre
Zoom fibre's reply31 May 2024, 13:06
Official
Dear Johnperre, thank you for the update, We apologize for the experience. We are looking into this issue and hope to resolve it promptly and accurately. Please expect a call shortly
JA
Johnperre A's update31 May 2024, 13:10
Reviewer Update
Awaiting on your call ***
JA
Johnperre A's update31 May 2024, 15:52
Reviewer Update
Today at 13:17, Sebastian from Zoom contacted me and said the maintenance team would return within an hour to do a thorough check. At 14:24, Sebastian phoned back and said the team would arrive in another hour. It is now 15:52, and there has been no sign of them and no follow-up phone call. This level of service is unacceptable. KEEP UP THE GOOD SERVICE!!!!!!!!!!!!!!!
Zoom fibre
Zoom fibre's reply31 May 2024, 16:04
Official
Thank you for the update, we will follow up with our maintenance team for further assistance
JA
Johnperre A's update01 Jun 2024, 09:50
Reviewer Update
Morning. Last night the maintenance team from zoom arrived at 18:00 replaced my router and cleaned the connector points at the pole and the ap box/ splitter box. He said my router needs to be configured by zoom and will be done in 30minutes to 40 minutes but till now it is not done yet.

I tried to connect via zoom via whatsapp but no luck. I need to get my internet resolved today.
my number +***0
Zoom fibre
Zoom fibre's reply01 Jun 2024, 09:58
Official
Good day, Thank you for the feedback, we will contact you and assist further. 
JA
Johnperre A's update01 Jun 2024, 12:37
Reviewer Update
Thankyou. My connection is there. I will see tonight if it stays on or gives me the same problem and give feedback on that.

Zoom fibre
Zoom fibre's reply01 Jun 2024, 12:38
Official
Thank you for the positive feedback and the opportunity to assist with your query. 
JA
Johnperre A's update10 Jun 2024, 11:26
Reviewer Update
Good day

Ok, I must say since the maintenance team were here and I got connected again, neither me or the people at the back were disconnected like in the past during the night.

There is some times when the network is slow but other than that no problems yet.

Thanks to the maintenance team, member, he went out of his way to confirm that all is working.


Zoom fibre
Zoom fibre's reply10 Jun 2024, 11:28
Official
Thank you for your feedback. 

Kind Regards
Zoom Fibre