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The worst service I have ever experienced
Having spent a week calling and trying to get a hold of someone. I left numerous callback requests and sat on hold for hours. When I finally had someone pick up, I told them that I would like to cancel my service as I have moved to another provider and provided them with incredibly poor customer service, and inflexible payment options as my reason for leaving. I was promptly told that I would have to pay my current bill as I had not made contact with them before the billing cycle started and that they needed 30 days notice for any cancellation ...in spite of my 12 month plan having elapsed by 6 months. The agent was very passive-aggressive when telling me that the cancellation conditions were "very obvious" on the contract. As I had tried to call them 4 days before the cycle started I gave them the phone numbers I called from and they said their supervisor would investigate which would take 2 days. 2 days later an agent tried to contact me but as I was at work I was unable to pick up. When I called back the next day I was met with another hour of hold music (as I no longer trust the callback feature), and an agent who said they couldn't handle my case and would have to get the original agent to call me back later that day, even though they work in the same department. The original agent made contact with me and was again very very passive-aggressive and snarky when stating that they only had records of the number I used after the billing cycle started, and that I still needed to pay in line with the cancellation conditions. I explained that I had gone back to the email they sent me containing my "contract", only to find it was a summary and did not contain any cancellation conditions, and I had to dig through their website to find a single line in a 17 page document that supported their argument. I asked for the matter to be escalated to a supervisor (which again, I would have to be called back another day for), and told the agent that if Activ8me did not rectify this issue I would be making a complaint with the Telecommunications Ombudsman. Since this last call I have received a relatively blank email with a credit receipt and a customer service survey request. No one has notified me that my service was finally cancelled. The only indication I could find was a "not active" notice next to my service on the customer portal. I have been working in customer service for 15 years. I was once told when I was first starting out that if you provide someone with a good experience they may go tell a couple people, but if a bad experience is given they will go away and tell everyone they know. You best believe that I am going to tell everyone I know.
In this fixed wireless blackspot, Skymuster is a must.
As a customer of about 5 years and a night owl, I have experienced dropouts out-of-hours. I get it, Skymuster and Activ8me use off-peak time for maintenance as it interferes with less customers. However I am staggered that Activ8me have not developed an app to tell me why. I have VERY limited mobile coverage and an app, once set up prior, would cut down the amount of data needed to be transferred to inform me as to why. Is it a planned outage? Scheduled? My equipment? Weather? I have to sift through a long list and guess if my connection is par...t of a "nearby" planned outage or not. Sometimes I have used another provider's website to help sort this out. Activ8me know where my service is connected, my user number would tell them that. I can't see why it needs to be so convoluted. Lazy.
Great internet, horrible customer service
My issue for this score is purely based that in the past 2 years that I have been with them it has been so hard to speak to customer service I would not recommend this company to anyone, if there is a fault it can take up to 3 hours for anyone to answer or call you back, sales answer within 1 minutes , customer service takes up to 3 hours and sometimes they just end the call after waiting up to 2 hours to speak to someone , horrible
Frequent drop outs. Zero tech support
They made several errors when I churned to another ISP and delayed my service fir nearly a week. Now drop-outs are becoming more common and their tech support is pretty much non-existent. I'll be going to another company and never coming back.
AWFUL internet provider
Signed up to Activ8me me August 2020. We can only get OptiComm internet so felt limited to options. Stumbled upon these guys and can 1000% say that the are the worst provider out there. Not only are their speeds not even coming near to the speeds you’re paying for, the internet drops out multiples times per day, their customer service is AWFUL! They don’t call you back for days when you press call back button (and that’s after already waiting for over an hour every time).
Their prices are WAY TOO HIGH for the speeds they offer. Please do yourself a favour and find another provider. They are shocking and need to lose all their customers. Even one star is one too many.
Worst service I have ever experienced!!!
Have been on hold for over 3 hours without an answer...then it gets to 5:00 and says sorry you are outside business hours call back tomorrow. What a joke! Do not even consider signing up to Activ8me!!!!!!!
Good customer service
Had an issue when first connected. This was solved promptly and professionally by the customer service team. Have not had any problems with the actual connection. Much faster and more reliable than my previous provider. Thank you.
Abhorrent wait times to talk to anyone
Terrible wait times for anything. sales, support , finance. I was 4 days late in cancelling service 2 of which were weekend days. now have to pay full invoice for a service I wont be using. I would not recommend this company at all to anyone. I was only with them for a month before I left.
Seamless transfer and good service
Transferred to Activ8 from another provider - one thing that I have found bad in comparison is the members area and data usage details. The presentation of Activ8 Account services is dreadful, difficult to read and poorly summarised. I want to know in a snapshot my monthly usage instead of scrolling up and down the page to see what the columns headings are and the totals. Also a % of data usage and days left in the billing period. Please Activ8 go and see what other providers are presenting to their customers and update your members area - it currently is a joke.
Otherwise the transfer from another provider was seamless and I have not noticed any difference in the service - I changed due to price.
Pitiful speeds, no communication
My connection speeds are terrible, data seems to be going missing, now using data in 2 or 3 weeks when no one is even home, yet no one can connect to my internet to steal it, customer service is a non event, 2 hours and still waiting, I guess they have my money so why care? Shaped speeds are totally useless, cant even open a standard browser page, take 5 minutes, are you joking? Dial up used to be faster
Poor customer service
I have been on the phone waiting for technical support for nearly 2 hours without an answer. This is not the first time. How about employing some more people to assist?
Better than my previous review
Hi ..this is a review of my previous review...which was terrible! Things have improved after finding someone on the phone I could understand! -VERY poor speeds...so-he suggested using their sonic feature-went from 3Mb/s to 24! upload from 0.3 to 3+ and it costs $5 per month! Then I get the message 'you have used 50% of you peak data' whoops! Netflix...another $5 to upgrade from 15GB. to 45GB
So if you are going to use Activ8me basic, go for sonic and 45GB
I'm happy now, took some agro to get there though!
The reviewer stated that an incentive was offered for this review
Can’t get in contact to resolve problems!
Large chunks of our peak data has been being used up for no known reason. We need to get in contact with activ8 to resolve this but they do not pick up phones or respond to call back requests. We cannot use our internet currently as we do not want to to run out. We live in an area without phone reception so we have no internet access for two weeks.
- Opticomm Fibre
BUYER BEWARE- do not use Activ8me for any sort of internet connection
Do not get any sort of internet connection with Activ8me
Slow connection, cuts out, constant outages, long customer service waiting lines
Any discounts they give you for your next bill they do after constant threats to leave the company BUT once they give you a discount they lower your internet speed to make up for the discount given
When I went to cancel my 'non-locked in' plan with them they said I'll need to continue paying to the end of the month.
Don't even bother requesting for a call back- it never happens, hold times are long 1+hours long
Go with Aussie Broadband- no issues with them so far- great service + speed
Slow speeds, Activ8me don’t care
I have had a plan with Activ8me since 17 jan 2020, I pay for the speed boost pack to expect speeds up to 25mbps. all year the speeds were slow and hard to use the net, video streaming and YouTube etc. at the start of January this year I had had enough and complained to them. I use wifi and it was incredibly slow, they said I need to conduct speed tests plugged directly into the UNi-D1 port of the NBN box to rule out my wifi router as the issue. With the multitude of tests I conducted on fast.com, measurement labs, Activ8me own test, and ookla s...peed test, they agreed that something was wrong, as I was getting speeds on a good day of roughly 7mbps, and most days I barely get above 3mbos. They said they found an issue on my network and would “fix” it. They did not fix it. They said they found another problem causing the slow speeds and would have their engineers conduct a fix. Now I am waiting for this fix to occur, that has been promised to have been done 4 times now, it has been over 2 months since my initial complaint and the issue has not been fixed. In that time I have received 3 full charge bills, and no resolution or not even an apology from them. I do not recommend Activ8me on the basis of their horrid service speeds and their poor customer service. This equates to bad value for money. The speed test below is from activ8me own website speed test, to show what I am working with. This was taken on Friday night
Questions & Answers
Our internet connection, with Activ8me, keeps failing ut if we switch the router off for a minute or so, it will come on again. What is the best router to get for a replacement?
Hi Peeved01, thank you for reaching out to us. Sounds like quite a frustrating problem. We are happy to help investigate exactly what is causing this issue, to find-out if it's the actual router or the NBN equipment. We can also talk to you about router options over the phone. I will send you a private message. Thanks! - Jay
want to update my credit card
how to update my credit card
Hi Hans, we can certainly help you update your payment information. You can reach us via 13 22 88. Alternatively, you can also update your payment information via your members area here: https://www.activ8me.net.au/members You can login with your account number and associated password. There is a link on the same page to reset your password if required :) - Jay
Do you service Paruna in s.a. postcode 5311 as we can't get a good one
Hey Lizzy, thank you for reaching out to us. It does appear we can help you with an NBN internet service in that area. We can double check and answer any further questions you have as well with a quick chat. Give us a call on 13 22 88. Thanks! - Jay
Get an answer from our members and Activ8me representatives
|Category||Internet Service Providers||Internet Service Providers||Internet Service Providers||Internet Service Providers|
|Standard Monthly Price||$69.95||$69.95||$99.95||$59.95|
|Max Download Speed||50 Mbps||50 Mbps||100 Mbps|
|Max Upload Speed||20 Mbps||20 Mbps||40 Mbps|
|Service Type||Fixed Wireless and NBN||NBN||NBN||Fibre|
|Contract||Monthly and Set Period||Monthly and Set Period||Monthly and Set Period||Monthly|
|Data Allowance||Capped/Fixed and Unlimited||Capped/Fixed and Unlimited||Capped/Fixed and Unlimited||Unlimited|
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