Ongoing billing issues and serious support failures
This review reflects both past and recent experiences, and unfortunately shows a clear pattern, not an isolated incident. Historical issues: • Billing claimed to be “fully reconciled” despite conflicting termination dates and unresolved discrepancies • Selective responses that ignored repeated questions • Missed callbacks and delays caused by the provider’s failure to return calls • Unclear termination process and unreasonable refund timelines justified by “internal approvals” • Statements implying an IMDA matter was settled, when it was not clearly endorsed or closed Current issues: • Internet outage with no effective support • Tier-1 agents unable to perform basic actions (e.g. modem reset) • Tier-2 escalation marked as priority but no callback • Requests for manager callbacks delayed or not actioned • Being told there was no manager on site during an active outage Overall, this points to poor billing practices, weak escalation handling, and declining customer support quality. Based on repeated experiences over time, I would not recommend this provider.