Fibrestream (Pty) Ltd - Shocking service

This is quite untrue. Fibrre stream abuses their mandoarory debit order system. I am taking them to the Credit Ombud. Its finally catching up with these guys. so YES STAY AWAY

Fibrestream said:
Dear Moni G

Fibrestream has always gone above and beyond for there clients, especially when the said client plead to "make a plan" for the connection when it it almost impossible, your link was in that bracket. The technicians had to build a link with 3 hops for you in order to provide connectivity for your home. Planning for something like that is not an easy task.

We are able to supply your home with ease as you are fully aware, however that is not the problem. On completion of the initial installation you called our support centre and advised your link was not working, on our findings you yourself had unplugged your equipment to move it to another part of your home. Our team had to reinstall the equipment thus incurring a call out fee which you agreed to.

Based on the feedback on your support tickets and screenshots you were gaming on international servers in the evening and as you were advised this will simulated a high ping. Another exercise our support staff were trying to do with you is run a speedtest from a computer or laptop while cabled directly to your dish. Running a speedtest from your Playstation connecting via wireless will not be accurate. Jobcards and speedtests from the vairus technicans at your home will indicate a full 10-15Mb. Very accurate and monitoring tool can also indicate excesive use on your line.

The last and most important item is you went on holiday abroad and failed to pay your account, this resulted in a suspension. On your return you were advised of this and yet still no payment. your father called the director and pleaded to have the amount discounted to which he agreed and still no payment.

As the accounts staff, the sales staff, the support staff and the cancellation staff have clearly advised - The account is in arrears. Please contact [email protected] in order to resolve any confusion.

We are happy to share the results should you wish
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Yes these guys are also ignoring that I cancelled my contract with them - I was not in any way confusing when I did so. They are billing me month after month, have listed me as a defaulter (I am in process of getting that removed) and trying to debit my account which I have to keep reversing. My bank is not amused with them either so we are now going to their bank to report their abuse of the payment systems. Wesley is unpleasant and our community does not need business practices like this.

Slaught3r said:
So sorry to hear. Good luck with your claim, please keep us updated. I will check in regularly - power to you Mr. Farrell.
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Shirley Douglas said:
Yes these guys are also ignoring that I cancelled my contract with them - I was not in any way confusing when I did so. They are billing me month after month, have listed me as a defaulter (I am in process of getting that removed) and trying to debit my account which I have to keep reversing. My bank is not amused with them either so we are now going to their bank to report their abuse of the payment systems. Wesley is unpleasant and our community does not need business practices like this.
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It's shocking how many people are coming out of the woodwork about this. I can't believe these guys have not been taken to some kind of authority (ASA? ICASA?) to have their license revoked. Good luck to you - I hope you get it resolved soonest.

I feel for some of the employees of these kinds of companies - but they are enabling then, I suppose...
 
ld13 said:
Thought as much. @Moni_G93 I do not see any mention of the 5mbps product being offered at a 1:1 contention?
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@Moni_G93 I am in possession of a quote that clearly shows WHU10MB1:1 - Wireless Uncapped 10Mb/s:
1to1.png

Looking at the quote the WHU10MB1:1 seems to be more of a SKU/"model number" and I suspect that this was probably just an error. In newer quotes the 1:1 reference completely disappears and is replaced with WU10MB.
 
Hi Id13, I understand what you are referring to however this causes a misconception and the client should not be punished for it. As such that would not be fair to the client in addition the fact that they do not abide by the CPA is of a far bigger concern in addition, as you have pointed out, they advertise their prices ex vat and continue to do so.
@ Slaught3r Icasa does not care they send you to the NCC who then refers you to the Consumer goods Ombud.

As far as I am aware there is actually a group of people from the alberton whatsapp group who is forming a class action like movement against them.
 
Moni_G93 said:
In July 2018, i signed up for a 5meg (1:1) uncapped wireless contract with Fibrestream (Pty) Ltd.

I paid almost R4500 in cash for installation of the devices needed for internet access.

Fast forwarding to December 2018, I waited almost 4 months for installation of the devices.

At first I was told by Fibrestream that my installation is very complex due to my area not being covered by their network, despite on their webpage my area is clearly covered. The technician was not able to pick up the signal even after 2 visits to my property.

On the 3rd visit, Fibrestream owner Wesley Swart came to my property and promised connection as soon as possible. He offered a solution of connecting me through another property nearby.

Weeks went by and again, nothing was done until I gave another solution of connecting me through a neighbour. Mr Swart then upgraded our package from a 5meg to a 10 meg free of charge as a sign of good faith.

During this time I tried on numerous occasions to cancel my contract with Fibrestream. My cancellation emails went ignored and I was told I am not able to cancel my contract. As a consumer I am entitled to cancel the contract especially considering I was not receiving the service I had signed up for.

In October, I was finally connected. However the technician did not complete the installation properly, I was forced to call Fibrestream to come out and help me. I was then charged a callout fee of round R700 when the problem was faulty installation.

Once the internet was working, the internet speeds were very very slow. During the day the upload would not reach 2mbps, and in the evening, the upload speeds would reach 80kbps. I was told that this is normal and that the line seems good from their end. The internet was barely usable at these speeds. On the most recent invoice, I realize that the service I had been receiving is actually a 1:15 contention and not the 1:1 i had signed up for.

I was overseas for a month (mid October to mid November) and I did not pay for one month usage, to which I was threatened that I was going to be blacklisted. My service has been suspended.

I continue to ask to cancel my contract and I still continue to be ignored. I have various emails proving this. I have also been very badly treated by the staff and Mr Swart.

The service is shocking, and various consumers seem to be complaining of similar conduct.
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Hi, I have had basically the exact same experience. The people at Fibrestream were polite always but it was like talking to a wall. I have no installation yet (I CANCELLED my contract and requested a refund, since Fibrestream was unable to install and connect our home at that time). I have tried numerous phone calls and emails and even used a lawyer to receive a refund. I am now in the process of consulting the consumer protection people. I also have numerous emails and letters as proof but there is just no response at all. Regards L
 
Nightwing said:
Hi Id13, I understand what you are referring to however this causes a misconception and the client should not be punished for it. As such that would not be fair to the client in addition the fact that they do not abide by the CPA is of a far bigger concern in addition, as you have pointed out, they advertise their prices ex vat and continue to do so.
@ Slaught3r Icasa does not care they send you to the NCC who then refers you to the Consumer goods Ombud.

As far as I am aware there is actually a group of people from the alberton whatsapp group who is forming a class action like movement against them.
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Really? Do you perhaps know any of them? I'd also like to get in on that.
 
Fibrestream service is just pathetic, I was told today after I've complained and sent in support tickets for nearly weeks because of poor line speed and not getting 1:1 that I need to pay for a technician to come out to re align my dish.I have been on the roof since their technician was their to install the dish and now I must pay?

Don't even get me started on their debit orders, or how on the first of every month their service goes down.Or how they aren't available to do support on some public holidays as support is "off" for the day. I was promised excellent service by the Manager when I signed up.They are worse than Telkom and Neotel.Stay away potential buyers, you will just have endless headaches
 
Shirley Douglas said:
This is quite untrue. Fibrre stream abuses their mandoarory debit order system. I am taking them to the Credit Ombud. Its finally catching up with these guys. so YES STAY AWAY
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Hi Shirley. We are in the exact same position that you are and it is becoming a massive headache. We cancelled end of last year and they are still billing us. When you phone them you can either leave a recording and be transfered to accounts where it simply states "There are currently no agents to take your call and cuts is"
 
Moral here is never sign up for any service with a debit order.
 
This is what I'm getting on a supposedly 10mb line, been having issues for more that a week and it seems like they couldn't even be bothered
564e77006970be0121cb1db6a92fff09.jpg
 
More than 2 weeks and counting and I'm still only getting about 2mb download speed on my supposedly 10mb line. All potential customers be aware that fibrestream doesn't provide any service. Worst isp ever
 
This is my speed on my super fast 10 meg connection and for the past 5 days they were not able to fix it. Al you hear is it has been escalated to 2nd line support. Got a call today stating that is will be repaired shortly. Hahahaha. Still not fixed and did not bargan on it being fixed.
 

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joubertjg said:
This is my speed on my super fast 10 meg connection and for the past 5 days they were not able to fix it. Al you hear is it has been escalated to 2nd line support. Got a call today stating that is will be repaired shortly. Hahahaha. Still not fixed and did not bargan on it being fixed.
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O and try to post something on there facebook page. Gets deleted almost immediately.
Fault was again escalated to a senior technician.

I'm done with this ISP. Telkom is way beter than they are and I battle with Telkom every day.
 
joubertjg said:
O and try to post something on there facebook page. Gets deleted almost immediately.
Fault was again escalated to a senior technician.

I'm done with this ISP. Telkom is way beter than they are and I battle with Telkom every day.
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Evening,

Can you PM me your address and email
 
Wel wel wel .Im total dumbstruck by the response i got from fibre stream ...... In my eyes a disgrace the only company i now of that are allowed to changes contract .If got a contract with them that states that i will pay my account on the 1st of every month because i get paid on the last date of the month.Today the 30 April 2020 i payd my due and tjey switch of my service and told me that i kneed to pay a reconect fee becaus the 1st of April is a holiday how the F&#& .
 
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