Lesiah M

Poor Service and Lack of Technical Support

I am extremely disappointed with the service I have received from Pluxnet since installing your WIFI. The connection only worked on Wednesday, and since Thursday I have been continuously contacting your support team for assistance. I have spoken to consultants Xola and Don multiple times. While they continue to apologise, there has been no proper follow-up or resolution from their side. Every time I call, I am simply told that an email was sent to the technical team, yet no updates or action are taken afterwards. For example, an email may be sent at 9:00 AM, but even when following up later in the afternoon, no progress or feedback has been provided. It is unacceptable to continuously blame the outsourced technical team, Owen Fibre Connect, when I purchased the service directly from Pluxnet. As the service provider, Pluxnet remains responsible for ensuring that customers receive proper support and timely assistance. What is even more concerning is that when I contacted Owen Fibre Connect myself to confirm whether a query had been logged, they advised that they would come to my residence without even properly confirming my identity or details. This raises serious concerns regarding professionalism and customer security. The level of service I have experienced has been stressful, frustrating, and financially draining due to the endless follow-ups without any proper assistance or resolution. At this point, I feel completely neglected as a customer. I request urgent intervention and a permanent resolution to this matter as soon as possible.