Reviews of MegaSurf - Vanderbijlpark

Megasurf: Worst service ever

I live in kind of remote area near Fochville (where Telkom lines were stolen and never replaced) and the only internet service provider that provides a wireless internet signal is Megasurf. Since I have been with Megasurf, I have experience the worst and most unprofessional service ever.

The internet connection goes down at least twice a week for a few hours, and most of the time the client, needs to inform them, that there is problem. I have heard all sorts of excuses of cable theft, solar power outages due to a lack of sun, and the problem being with Neotell, which is there ISP. They have different connection speeds that you can choose from and pay accordingly, but the speeds are no where up to what they advertise. I am paying for a “Up to 10Mb/sec” connection which they told me will never go below 8mb/sec. In the last month, I have done daily connection speed tests, and I rarely get more than 5mb/sec, and that is only at 5am in the morning. Most of the time, the speed is about 2-3mb/sec, if I am lucky (although the connection from my place to the tower is more than 9mb/sec).

I have informed them about this multiple times, but with a no care attitude they tell me that they cannot do anything about it, because the problem lies with Neotell. I informed them that I am paying THEM and NOT Neotell for internet, and that the fact that I am paying for 10mb connection, but constantly receiving less that 3-4mb/sec (sometimes less than 1mb/sec) is unacceptable. I am running my office and business from home and not having internet is devastating for the business and basically brings it to a stand still. They didn’t even bother responding to the previous emails.

They have recently upgraded towers and basically forced some of the existing clients on older hardware to upgrade without informing them, leaving them without internet for more than a week (o yes, and the upgrade costs are close to R3000). To do a call out, they charge truly ridiculous amounts.

I am 67km away from them, and they charged me close to R900 to drive to my place (and the technician told me that he struggled to find the place, but he was in the area because he had to see some other client close by, meaning they came this way anyway and still charged both clients or more the same amount !!)

This truly is the most unprofessional and non-client orientated business I have ever seen. They treat you like you are getting the internet for free and that you should be thankful they are there to help at all, and if you are not satisfied to go somewhere else. I am constantly seeking alternative service providers to get rid of them, but unfortunately for me, I am stuck with them for now. If you consider using them as an ISP, PLEASE DON’T!! You will truly regret an physically pay for it.

Currently, a daily down time of 3-4 hours is becoming the norm, and clients just have to accept it!!