Going to raise my concerns with Infinity Fibre.
I signed up with them and went live on 14 October 2016. Their pre-sales were helpful enough, and the installation and modem was sent quite quickly.
However, after sales it has been horrendous.
1) Customer Service
Their CS is utterly crap. I came from Afrihost, where I rarely had issues with support - even outside normal hours you could send an email and it would get attended to by the time you wake up the next morning. You had access to Clientzone to identify issues and fiddle with stuff. None of that here - you call (what appears to be) their only technician who then deal with your issue whenever he gets around to it.
2) Hardware
You get a really cheap router from them - and you get locked out of the router's management interface. Even to change things like the wifi password you need to send them an email requesting that the password or SSID be changed. Their router is incompatible with my TV and our Apple devices, so I am currently using my old copper 2750U as a wifi bridge for those devices.
3) Lag Spikes
They are struggling with lag spikes. The line performs well for downloads and streaming, but latency in-game has a 600ms spike every 11 odd seconds. This has been going on since late October, and they seem to be clueless in finding the fault. Their support asked a Telkom to techie to inspect my line even after I sent them screenshots with pingplotter pointing to one of their servers as the culprit. I wasn't even told that Telkom would be calling me.
I am cancelling the agreement with them - thank God it is only month to month. I actually had a better experience on Afrihost copper than with Infinity Fibre. :/
I signed up with them and went live on 14 October 2016. Their pre-sales were helpful enough, and the installation and modem was sent quite quickly.
However, after sales it has been horrendous.
1) Customer Service
Their CS is utterly crap. I came from Afrihost, where I rarely had issues with support - even outside normal hours you could send an email and it would get attended to by the time you wake up the next morning. You had access to Clientzone to identify issues and fiddle with stuff. None of that here - you call (what appears to be) their only technician who then deal with your issue whenever he gets around to it.
2) Hardware
You get a really cheap router from them - and you get locked out of the router's management interface. Even to change things like the wifi password you need to send them an email requesting that the password or SSID be changed. Their router is incompatible with my TV and our Apple devices, so I am currently using my old copper 2750U as a wifi bridge for those devices.
3) Lag Spikes
They are struggling with lag spikes. The line performs well for downloads and streaming, but latency in-game has a 600ms spike every 11 odd seconds. This has been going on since late October, and they seem to be clueless in finding the fault. Their support asked a Telkom to techie to inspect my line even after I sent them screenshots with pingplotter pointing to one of their servers as the culprit. I wasn't even told that Telkom would be calling me.
I am cancelling the agreement with them - thank God it is only month to month. I actually had a better experience on Afrihost copper than with Infinity Fibre. :/