Hi all, run away from Accelerit!! For your own sake!!
I'm 3 weeks into trying to get something from them, and it has been a complete mess, which has cost my wife and me almost R2000, countless HOURS on the phone, etc.:
- support by phone, by email and from the portal give different answers to the same question, and sometimes, none of the three is correct
- I paid for activation before my line was even laid by Vumatel, so that I could give my VT order number just once Vumatel activates my line, and get it activated by Accelerit the same day or the next day. It took me numerous phone calls, emails and tickets to get it activated by Accelerit, more than one week after!
- my package invoice was marked as not paid for days, and was accepted the day my line was activated, due to the same furious ticket I opened on the portal (2 tickets by mail and phone calls were not enough apparently)
- I was charged from the day I paid, while I got internet access about 10 days later. I asked for a commercial gesture, but am still waiting for it
- I received my router without the wifi password: it took me two days to get the password, from, again, many calls and emails to incompetent people who were giving me incorrect password, and even one which cannot technically be a WPA2 password! They finally handed the call over to a man who knew what it was and could provide me the proper password
- the router is a tiny box the size of a cigarette packet. No outside antennas: as soon as I get out of the room of the router, I get no more network
- to have a wifi, I had to go and buy a repeater: at R600, over a year, it adds R50 to the monthly bill. It suddenly makes their packages less attractive
- like agentfr demonstrated it clearly over many posts above, the line quality is ****ty. I have purchased the package 200/2, and have measured it with Ookla speedtest ONCE at 200+Mbps, and almost 2Mbps. So the physical line is ok. But other than this one time, I barely get more than 5mbps on download, and half a mbps on upload. And I clearly noticed a drop in speed in the evening.
- Ookla speedtests from the same place at few minutes interval give very different results: 3mbps, then 8, then can't start the test, then upload failing, etc. Anyway, we are far from the 20/2 paid
- their client portal is completely bogus: you have to login every page instead of once ; I opened a ticket yesterday to complain about all this, the ticket doesn't appear in my lists of opened tickets. But if I click on the direct link from the email confirmation I received when creating it, I can access it!! ; in the "My services" page, the activation is still marked as "pending"
- etc, etc, etc.
- Complete amateurism (I have worked in few startups, young company doesn't have to rhyme with incompetency)
- Lack of customer respect
- Low quality hardware provided (router with poor antenna) + Very bad service quality provided (line speed) = not getting the service we paid for
I'm cancelling as fast as I can, and probably going for Cool Ideas, which I have been recommended. And I am going to check in the Consumer Protection Act what compensation I can get (at least, the reimbursement of the R1200 rands I paid).
