RocketNet
4.4|932 reviews
Responds in 37 hours 33 min
SC
Silvia C
1 reviews | Active since Member
20 May 2026, 07:59
Disappointing Cancellation Experience and Lack of Follow-Up
A few weeks ago, I submitted a review regarding my experience with RocketNet as my WiFi service provider. Following the review, I received feedback indicating that a consultant would contact me to discuss both the review and the cancellation of the service. Unfortunately, I never received the promised follow-up communication. Instead, the matter was handed over to ADRS Debt Collection.
We had informed RocketNet on 30 March that we were immigrating on very short notice, which made it impossible for us to comply with the standard 30-day cancellation policy. While I understand that policies are in place for a reason, I had hoped that the exceptional circumstances would be taken into consideration. Our landlord, for example, was understanding of the situation, which showed us that flexibility and compassion can sometimes be app**** where appropriate.
At this stage, ADRS Debt Collection has requested payment, however, I remain disappointed that the matter could not first be resolved through meaningful communication and consideration of the circumstances explained to RocketNet.
I had also hoped that the response provided on HelloPeter would lead to constructive engagement and follow-through, as initially promised.
I share this experience simply as honest feedback and in the hope that customer communication and resolution processes can be improved going forward.
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Replies (1)RocketNet's replyOfficial
20 May 2026, 17:36Hi Silvia,
Thank you for taking the time to share your feedback, and we sincerely apologise for the frustration and disappointment caused throughout this process.
We understand that your relocation circumstances were unexpected and time-sensitive, and we are sorry to hear that you felt unsupported during this period. Unfortunately, the calendar month notice period is a standard requirement from the fibre line provider, as adequate notice needs to be provided for the processing and termination of services due to the associated operational and financial obligations involved.
That said, we do acknowledge your concerns regarding the lack of follow-up communication after your previous review and understand how this added to your frustration.
Please note that your matter was not intentionally ignored, and we regret that your experience did not reflect the level of service and communication we aim to provide. We appreciate your honest feedback regarding both the handling of your cancellation and the communication process, as this helps us identify areas where we can improve.
A member of the relevant team will review the matter further and engage with you directly regarding your concerns.
Kind regards,
RocketNet Team
Thank you for taking the time to share your feedback, and we sincerely apologise for the frustration and disappointment caused throughout this process.
We understand that your relocation circumstances were unexpected and time-sensitive, and we are sorry to hear that you felt unsupported during this period. Unfortunately, the calendar month notice period is a standard requirement from the fibre line provider, as adequate notice needs to be provided for the processing and termination of services due to the associated operational and financial obligations involved.
That said, we do acknowledge your concerns regarding the lack of follow-up communication after your previous review and understand how this added to your frustration.
Please note that your matter was not intentionally ignored, and we regret that your experience did not reflect the level of service and communication we aim to provide. We appreciate your honest feedback regarding both the handling of your cancellation and the communication process, as this helps us identify areas where we can improve.
A member of the relevant team will review the matter further and engage with you directly regarding your concerns.
Kind regards,
RocketNet Team
Best regards,
RocketNet's reply20 May 2026, 17:36
Official
Hi Silvia,
Thank you for taking the time to share your feedback, and we sincerely apologise for the frustration and disappointment caused throughout this process.
We understand that your relocation circumstances were unexpected and time-sensitive, and we are sorry to hear that you felt unsupported during this period. Unfortunately, the calendar month notice period is a standard requirement from the fibre line provider, as adequate notice needs to be provided for the processing and termination of services due to the associated operational and financial obligations involved.
That said, we do acknowledge your concerns regarding the lack of follow-up communication after your previous review and understand how this added to your frustration.
Please note that your matter was not intentionally ignored, and we regret that your experience did not reflect the level of service and communication we aim to provide. We appreciate your honest feedback regarding both the handling of your cancellation and the communication process, as this helps us identify areas where we can improve.
A member of the relevant team will review the matter further and engage with you directly regarding your concerns.
Kind regards,
RocketNet Team
Thank you for taking the time to share your feedback, and we sincerely apologise for the frustration and disappointment caused throughout this process.
We understand that your relocation circumstances were unexpected and time-sensitive, and we are sorry to hear that you felt unsupported during this period. Unfortunately, the calendar month notice period is a standard requirement from the fibre line provider, as adequate notice needs to be provided for the processing and termination of services due to the associated operational and financial obligations involved.
That said, we do acknowledge your concerns regarding the lack of follow-up communication after your previous review and understand how this added to your frustration.
Please note that your matter was not intentionally ignored, and we regret that your experience did not reflect the level of service and communication we aim to provide. We appreciate your honest feedback regarding both the handling of your cancellation and the communication process, as this helps us identify areas where we can improve.
A member of the relevant team will review the matter further and engage with you directly regarding your concerns.
Kind regards,
RocketNet Team
Best regards,