Well after my fantastic transition to My Rebublic ( Topic # 222442 10-Aug-2017 09:32) I made a commitment to them that i would direct all new fibre business their way.
They in turn committed to provide me with a small finders fee.
So along comes my very first customer for them; a transition from ADSL and two phonelines to MRs 1Gig plan. My Client was going to be over the moon!
My first condition was that we were to transition the phones AFTER fibre was provisioned because my customer has a PABX driving 16 extensions and I did not want any risk of losing that during theswitchover.
The fibre provisioning was reasonably painless but that was primarily because I was the one managing North Power's activities rather than My Republic - but we got a good result.
The problems came when I asked what we need to do to bring over the phone lines.
Suddenly My Republic put their Teflon ISP hat on and in a nutshell deny that I clearly asked for the phone lines to be brought over. This is despite the fact that the "Customer Support Specialist"
a) confirmed the note I insisted be on record about the pabx was indeed on record
b) the guy who sold be the service was "just a salesman" (not great team support!)
I am given the option to continue paying another provider for the copper services whilst paying My Republic for the fibre service I signed my client up for. As you can imagine that combined cost is significantly more that the original ADS plan.
I have offered to take the business elswhere, no questions asked but no...
I am now told that
a) there is no record of me actually stating clearly that I wanted the phone lines migrating across (depite the note about the pabx).
b) If I choose to cancel my plan then there will be a contract break fee to be paid.
Despite all my efforts to negotiate an amicable departure My Republic are insisting on taking this to the line so my next step wll be a discussion with the commervce commission to see where I stand.
Come on My Republic - there is the letter of the law and the spirit of providing good customer service - you could have kept my business AND future business but for the sake of a break fee you want to lose both.
My message to those considering My Republic as an ISP is - watch this space and seewhere we end up - this could be you!
btw here's the speedtest for my customer after fibre was installed;