Very Slow Internet (DSL) Fault Ref: **********9 (D**********44)
Hi, I am writing this review on behalf of my partner who is the account holder, this is in regards to the great service we have had with the DSL (4MB) that was upgraded for free to 5MB back in end of November 2020 beginning of December 2020 the honest truth is this service has been great for us no issues at all until now, we live in Phoenix Durban and we've had a very bad thunder storm on new years eve (31st of December 2020) and since then our speed has dropped from average 5.5Mbps to 0.3Mbps. I called on the 1st of January 2021 to find out if there are any faults in the area and was advised there has been nothing reported was advised however to give it a day and let the line settle again however here we are still not able to use the internet and now it's much worse as the connection keeps dropping out completely every 10 to 15 minutes and my speed is between 0.1Mbps to 0.8Mbps. Called the contact center again this morning did all the checks and speed test that they asked me to do with no success and was advised they will need to log a fault however was advised that if the fault is on my side which I find to be a very vague and broad statement that I will be charged R306,88. my question is if we have done all the home checks you have asked us to do and clearly there is no fault on our side why would you even advise us there still may be charge. This review/complaint/compliment call it what you must serves as notice that I will not pay any call out fees neither will I continue to pay for a service any less than what I used to receive in 2020 which was an average speed of 5.5Mbps before the fault which I have saved on the speed test app and can be requested any time to confirm.