Customer service and communication leaves a lot to be desired.
About a month ago, I submitted a ticket to have some restrictions removed from my mobile data. On every other network I’ve used, this is something you can manage yourself via the app or customer portal. However, there has been no response to my ticket, and the request still hasn’t been fulfilled.
The second issue occurred on Saturday, December 21st, when the network experienced a complete outage for the entire day. Although my phone showed signal, there was no mobile data, and I couldn’t send or receive calls or text messages—essentially a total blackout. Disappointingly, the company provided no updates on their social media platforms or proactive communication via email or messages. Even calling their customer service line gave no information about the situation.
To make matters worse, I tried calling customer service 11 times using an alternate phone, but each time the call disconnected after being placed in a queue. Despite their website claiming that "Customer satisfaction remains one of the top priorities" and that their lines are open from 9:00 AM to 5:30 PM on weekends, it was impossible to get through.
When the phone lines failed, I turned to their online live chat, which claimed to respond "in under a minute." Over an hour later, I was still waiting for a reply. As a last resort, I emailed them and eventually received a response—4.5 hours later, after the outage had already been resolved.
While I understand that network outages can happen, an entire day without service, combined with a complete lack of communication or access to customer support, is simply unacceptable in this day and age where we rely heavily on our mobile service.
I will be requesting a PAC code shortly and leaving this shambles of a service provider.
