For a while now, we’ve had problems with our Internet provider, which can range from extremely slow Internet, no Internet at all and bad customer service, among others. About a month ago, my husband decided to set up a poll on Facebook in a bid to sniff out the bad providers and hopefully identify a few good ones to consider moving to. People responded in their droves, with our current provider coming bottom, which was no surprise. There was one clear winner, who was consistently scored 4-5 out of 5 by those who took part. So we bit the bullet and got the wheels in motion to move our custom to said provider.
We did further research, and everything seemed fantastic. The new Internet provider was very quick to respond and within no time at all, we shelled out an eye-watering installation and first month subscription fees. All we really cared about was making this move to our new provider. Everything was going swimmingly, and we were installed within a few days of starting our enquiries. But from that point on, everything started to go pear shaped!
Two weeks into our contract with the new provider, we realized that we may have jumped from the frying pan straight into the fire! For the past two weeks, we’ve been stuck in a living nightmare with the new Internet provider. We were in the middle of phasing out our old provider, so we had two modems between which we could swap, depending on which was faster or just better overall, at any given time. I’m grateful we hung fire with disconnecting our old provider!
Right from the get go, this new provider was raising some red flags. To start with, the installation guys seemed in a rush to finish the installation and rush off to their weekend. This was done on a Friday afternoon. They came exactly two Fridays ago. We got a satellite dish, which we believed would give us a faster and stronger signal. The guys needed to drill a hole in the wall to poke a wire through. Well, they went in guns blazing and made total mess of it. We weren’t happy about this, as we live in a rented flat.
Once installed, we observed their Internet service over the weekend and were shocked to see it was actually performing far worse than our current provider. Where we were promised we’d get ten times better speed, they were ten times worse than our current provider, generally considered the worst in the country! Watching YouTube videos was a nightmare, with a lot of buffering. It was the exact opposite with our current provider! Some emails were taking forever to come through. Uploading and downloading material was futile, with the system stating days, while our current provider was doing it either instantly or in a couple of hours! We were truly baffled, but knew we couldn’t ignore these glaring issues!
We then fired off emails to the new provider, detailing the problems we were having inside of a week of being with them. At first there was no response to our emails, or a courtesy call for a few days. We also realized some of the attachments we’d sent them showing various screenshots had been left untouched in all this time!! By the end of the week, at the end of our tether, we sent them a very stern email telling them if they didn’t address the issues we had, we were ready to terminate the account. ONLY then did they call and then send out their technicians to have a look.
I use the term technicians very loosely because the guys were clueless. It was left to my husband to trouble shoot for them! They did agree on testing our Internet speed that it fell way below what was expected, and were left scratching their heads. Apparently, our problems were unique and they had never encountered anything like it! They were honest enough to say they were clueless as to how to resolve them, and subsequently couldn’t offer any options, let alone solutions, instead grabbing their things and leaving!
We gave it another two days for the company to redeem themselves, but it looked to us that they weren’t going to address the issue any further, but rather let us continue to pay for a very shoddy service. They seemed pleased to continue taking our money, even though it was apparent we were not receiving the service for which we wanted to make the move. Finally, this Thursday just gone, I decided to call them and lay our cards on the table and let them know that in the two weeks we’d been with them, we’d had nothing but problem after problem. I told them we’d concluded the best thing would be to part ways at this juncture, and they didn’t put up any resistance.
Yesterday, exactly two weeks to the day since we had our installation, the technicians came to uninstall their equipment. In our last phone conversation on Thursday, I’d pointed out we didn’t expect to serve the stipulated threes months’ notice, given the situation. Luckily, they didn’t fight us on this, but neither did they move to pacify us in any way, shape or form. This has left us to wonder why this Internet provider garnered so many rave reviews, yet they clearly fell way short with us. That will probably remain a mystery. I’m just glad that we never did get around to disconnecting the old service provider. We’ll plod along with them, and continue the search! Maybe it is true what they say about better the devil you know!