ask4.com

Absolutely no help for 2 months until I met Simon

My WiFi service that began on October 26th. It has now been nearly two months, and the issue remains unresolved until today.The core problem is that while all my devices can detect the network, they are unable to connect to the internet.I first contacted your hotline shortly after the issue started. Your colleague initially diagnosed the problem as a faulty, offline Switch and advised that a replacement would be required.Following that call, I waited approximately two weeks. My accommodation manager later informed me that an engineer from your side did visit the communications room, but I received no official update regarding the outcome of that visit or the planned replacement of the faulty Switch. I was away for 2 weeks after that, assuming that the service will resume normal, but that is not the case, once I came back, the Wifi is still down. I do not know what have you guys done for the past 2 months, I called the hotline on 11 /12 once again, your colleague promised that she will reply me after getting the update, and the reply got from her was a useless generic email reply saying that "We are currently working on to get this sorted for you" which is unacceptable. And I called once again on 12/12 and finally met Simon Ramsey, among the 2 months and numerous calls, I met Simon twice, he is the only one who are able to help me by informing me that the engineer was already on the site in Nov and helped me by telling me to try to reboot the switch which absolutely no one told me before. I am not gonna lie, other than Simon, all the emails and calls I received or sent are useless from the others. Please treat this seriously, think before replying to consumers, generic email reply does not help and will make it worse.I rated this experience with 1 star because other than Simon, no one is helping at all.

Date of experience: Oct 26, 2025