Bernice M

Formal Complaint – 17 Days Without Connectivity and No Support

We have experienced a complete loss of connectivity for the past 17 days, during which time we have received little to no meaningful support from your team. This situation has had a severe and ongoing impact on our business operations. As a company that relies heavily on internet services for daily operations and communication, we have effectively been unable to function. Our telephone lines are internet-dependent, meaning our clients have been unable to reach us, creating the false impression that our business is no longer operational. This has undoubtedly resulted in lost revenue and reputational damage. In an attempt to continue operating, we have been forced to rely on mobile hotspots at our own expense for over two weeks. This additional cost, combined with the ongoing loss of turnover, has placed unnecessary financial strain on our business—directly due to the lack of service. What has been particularly disappointing is the lack of accountability and communication from your support channels. Despite repeated follow-ups, we have encountered inconsistent responses, incidents that “do not exist” or have “expired,” and no clear resolution timeline. This level of service is deeply concerning and falls far below acceptable standards for a business service provider. The ongoing negligence in handling this matter has caused measurable financial harm and operational disruption. We have lost trust in your ability to support business-critical services and, based on this experience, would not recommend your services to other businesses. This situation is completely unacceptable, and we expect urgent intervention, clear communication, and appropriate remediation for the damages incurred.