RocketNet

RocketNet never fail when it comes to exceptional client service. Whenever I need assistance and support, they are very quick in responding back always. I've been with RocketNet for about 3 years and prior to that, a year via my previous employer. My overall experience over the years were always consistent with the exact same quick response and support and to find a solution for whatever assistance I required. I strongly recommend RocketNet. I definitely will remain a client of theirs.

EDIT(original review below): They have since resolved my issue, updated to 4 stars (however they just need to sort out billing warnings and also customers not having to resort to google reviews to sort out issues)Unfortunately like others here, I also have to also give them a bad review, as a long time customer a level of trust and communication is expected. I'm always an on time paying customer but for some reason if your debit order doesn't go through they will charge you a reconnection fee. They do not warn you that your account is in arrears they simply unethically charge a reconnection fee. It only works in their favor, if they are unable to provide a service to you they will not deduct it from your monthly fee. Otherwise a once good company let down by poor customer relations, not much loyalty and trust.

Use to prefer RocketNet until recently when I had an outage. Communication is so slow, not proactive at all, outage going to fifth day now without any solution or communication. Takes so much effort to get anything and all you get is ‘we are working on it’

Regrettably I have to concur with a few of the other reviewers here. I was a happy customer with Rocketnet for many years and in the past I have regarded them highly.It is undeniable that service levels have dropped, technical issues started to increase and that resolution times have been getting progressively slower.I am cognizant of the fact that as an ISP they are at times at the mercy of their service providers, however it is obvious that they are struggling to keep their providers to stick to their service level agreements.My latest technical problem (unresolved since Monday 27 February. Line went down the Sunday morning before), was met with scant lack of urgency. I drew the line in the sand when their customer service specialist became condescending and passive aggressive - qualities I abhor and will not entertain. I won't tolerate such behavior for a service I pay R1,199 a month for. My cancellation notice has been submitted.For the sake of transparency and brevity (and to perhaps forestall responses I am anticipating from RN to this review).I live in a complex.My line went down on Sunday morning 26 March.Metrofibre technicians arrived Wednesday morning 1 March.The technicians informed me that a vehicle is parked over the manhole cover and that they cannot open it.( I was not at my premises at the time).The technicians left.I was informed that the owner of said vehicle is away on business only expected back around 8 February and cannot move the car.When I got home I realized that the manhole cover could be removed and access to the infrastructure obtained. The manhole is on the side of the vehicle with a small portion under the door sill of the vehicle. I had the manhole cover removed for the technicians and ask them to come back as soon as possible.Thursday morning a different team arrives. They look at the manhole, take pictures and leave without performing any repairs.My issue remains unresolved.UPDATE:I received the following correspondence on Friday 3 March at 11:58AM;Kindly note that I have escalated this as the RocketNet escalations manager for urgent resolution for you

Literally the WORST and most poor service I have ever received from any service provider ever. Absolutely awful. I have no single good thing to say. Over a month with no connection and all they know is we will follow up" over and over without actually following up. HORRIFICThey will blame their partner companies and make little to no effort to resolve any issue you have

Terrible customer service and worse response to outages.Have had about 7 days of internet service in the last 30 days. They constantly pass the buck and blame other companies despite us having our contract with RocketNet. They have shown no motivation or effort for getting the problem fixed and don’t seem to care at all about a timely response.They also seem to feel that a few hours of service here-and-there somehow negates the fact that we wave spent thousands of Rands buying mobile date to make up for the service we are paying for but NOT getting.Overall decidedly average internet services, terrible customer service, and non-existent response to outages.Avoid.

Update:The onboarding to RocketNet was a little more difficult than it should have been... and then there was the fact that they billed us for a pro rata month when we received no service from them despite their promises.However, it's time I update my review based on the service we are currently receiving. I can say that the internet we have had over the past couple months has been brilliant. The speeds have been great and consistent throughout - not a single day has gone by where we haven't had decent service.Overall RocketNet is a decent provider.

Amazing service from RocketNet in connecting my fibre to my house...all was done in under a week. I received wonderful service from Carmen!! Quick and friendly service that cannot be matched by any other internet service provider!!! Looking forward to more excellent service going forward with RocketNet!!! Keep up the good work!!!

I confirm with many of the views here. Just terrible customer service. They don't seem very keen to work. I have been with them a long time but my latest incident was terrible. They protect bad service, They certainly don't keep you informed and did not attempt to go the extra millimeter. All I hear is we meet the Service level Agreements. Read our terms and conditions, Poor service because we are forced on a low service level agreements is not a very good measure by any company. Ask our national power company.Three days and more to resolve a internet issue is nothing to be proud of. Let me repeat , more than 72 hours is nothing to be proud of. Cancelled and moving on but expressing my bad service, Others will also learn form my bad experience and express it here. The staff need to care about customers.

I have been with them for years, as of late I always get the bad end of the service level. My neighbor gets much better service compared to me, so I have a direct point to compare to. I just don't understand what is going on with them anymore. I know these days all companies lack good service, but I am just at the end of my patience allowance at this point. Update: Its funny, one has to really go out of their way to get a matter resolved with reviews, contacting anyone and everyone you can at the company. My matter has now been resolved, but I cant give them the 5star review like I have before. A solid ISP but I have had my fair share of issues, let hope things improve from here...Another issue today again, really poor service and response. I just don't know what to say anymore...