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Terrible Service

Posted: Wed Aug 07, 2019 8:05 am
by Exetel user 2019
Signed up for a new account with Exetel and the first thing they did was change our service and debit our account, all before delivering our modem. After calling Exetel and spending 50 minutes on hold I complained about what has occured and asked the customer representative to advise how I could configure our existing modem to the new connection so that we can at least get internet access back while we are waiting for the modem to be delivered. His basic response was that I should just wait for the new modem. When I said no, I wanted our internet connection back he eventually said he would send me the connection details although it may not work, which of course it didn't. So after calling back and spending another 40 minutes on hold I got the next representative. While this representative was more helpful, the result was the same. Very disappointing start to have your existing service disconnected, begin being charged for the new service but not be provided with any means to connect to it.

Re: Terrible Service

Posted: Wed Aug 07, 2019 4:40 pm
by KavindaS
Exetel user 2019 wrote:
Wed Aug 07, 2019 8:05 am
Signed up for a new account with Exetel and the first thing they did was change our service and debit our account, all before delivering our modem. After calling Exetel and spending 50 minutes on hold I complained about what has occured and asked the customer representative to advise how I could configure our existing modem to the new connection so that we can at least get internet access back while we are waiting for the modem to be delivered. His basic response was that I should just wait for the new modem. When I said no, I wanted our internet connection back he eventually said he would send me the connection details although it may not work, which of course it didn't. So after calling back and spending another 40 minutes on hold I got the next representative. While this representative was more helpful, the result was the same. Very disappointing start to have your existing service disconnected, begin being charged for the new service but not be provided with any means to connect to it.
Thank you for your post and we apologies for the inconvenience caused. You may PM me the service number or the customer id, so I will check the modem status and confirm to you.