Nonexistent customer service
Nonexistent customer service After updating the firmware on my modem as per sumos instructions I had no Internet so I tried to call customer service at 5pm Saturday afternoon for a simple walk through on how to set up the modem again and was instructed the customer service hours and tech support were only available Monday to Friday 8am to 8pm and 10-4 Saturday and even though there was a customer service live chat available with an apparent sales consultant who had no access to any accounts. I was informed that I would be the remainder of the weekend with no Internet service. Consequently trying to cancel my service right now having no luck fortunately switched to Aussie Broadband who have awesome service.
- NBN 25
- Verified customer
Stay away from SUMO, I would give 0 stars
I got a notification on email for internet activation but it is not working and its already been 10 days. Their customer care tech support is from 8.30 to 8.30 pm but after 5.30 I called , and it is showing you have reached us outside business hours. In last 10 days, I have sent 6 to 7 emails, called more than 15 times. I have been promised 4 times I will get a call back at 6 pm for troubleshooting once I will reach home but noone ever called. After 10 days today i decided to go to work late, and i was on hold for 35 minutes. Then finally on...e person called back and Said, I must have chosen wrong option thats why i am not able to reach customer care after 5.30 pm. And on top of that he told me my internet usgae is 5 to 10 GB, per day, what the hell !! I am even not ableto connect yet !! Then he said your address is not what you have told, i said my electricity is with SUMO as well and invoice is showing correct results, and I have send invoice with correct address , guess what? Again they have stopped replying !!! Someone else was using interneton my name which is a big security threat but it's a joke for SUMO. Last option, i have left now is to go for customer complaint !! STAY AWAY FROM BUNCH OF CROOKS !!
Okay service, okay support, disorganised customer management
Sumo as an ISP is okay, we've come very close to swapping to another company before, but ultimately never made the switch as they've never done anything annoying enough to warrant the effort of swapping.
Ultimately we live 600 meters from our closest Internet exchange, so realistically *we should* get very fast speeds and very little issues with our Internet. So, to no surprise, we do... We maybe get a drop out once every couple months, and it usually only lasts a minute or so. No complaints there.
On occasion Sumo have accidently mucked up o...ur client record and billed us for an incorrect amount or at the incorrect time. There was even an instance where they weren't going to send us a bill, which may have ended up with us having to pay a late payment fine. My experience with their customer support is that they have standard wait times, and they're friendly enough over the phone. The main problem seems to be that they're disorganised. (as stated earlier, their client management is pretty bad) As for internet speeds, as mentioned, being 600 meters from the exchange I would expect good speeds regardless of ISP... As such, I tested my speeds while writing this review and got the following results:
Great service at a great price
Since changing from another provider havent had any disruptions or slow speed,
Transition to sumo was so easy
Gas and electricity also transferred from another provider and was very easy with no disruptions
C'mon bruh. As of writing this review, I don't have wifi. Writing this through my own data at home. What's the point of happing unlimited internet if you can't use em at your house. Almost every night the internet goes out. But recently it just goes out in the middle of the day. The last two days the internet went out at around 5pm and came back at 1am. Like seriously???? And when you call them, they just do the same thing over and over again. They tell you to change your configuration and if that doesn't work( it never works) they say they wil...l report a fault. But they don't get back to you for like 3 or 4 days straight. Literally pouring 70 dollars a month down the goddamn drain. Stay far away from this company. That's my only advice. Cheers.
Poor Internet Service
Sadly we've had to cancel our service due to very slow connection, we we're connected to NBN100 and we we're only getting max 10mbps on download, after speaking with Technical support on numerous occassion tried to have this matter resolved we kept doing what they asked and nothing was going right for us, we've decided to change providers. Best advice for newly built house in a newly developed areas please ask your neighbours for what provider they recommend.
From the get go Sumo have not only been helpful... but they are reliable and theres no fuss! So much cheaper than other providers! They won me over in 5 minutes after being with my old provider for over 10 years....!!!! Awesome company!
- NBN 12
- Verified customer
Might be the worst technical support I've ever experienced
The sales people and other support staff were very kind and helpful
The service itself was very slow and very unreliable
The main issue is the tech support.
Rang the guys up for some help due too the service dropping out yet again, guy on the phone after 2 minutes flat out refused to help me stating “ sir im not continuing this with you there is nothing wrong with the service stop wasting my time “
There was a great deal wrong with the service, blame was passed on to me for using an incorrect modem (it was the exact modem they recommended for the service)
And i was told i was fabricating issues with the service
Terrible connection. Internet not working for over two weeks! Multiple calls to customer service - very unhelpful. Internet still not working had no other choice but to cancel. Was told I would not be charged for days without service - but money was taken out of my account! Very unhappy with Sumo and their customer service
Terrible - stay away
I've Sumo nbn for a couple of months. My connection is rarely usable - that is, it either states I'm connected but the internet doesn't work or the connection is 'limited'. I work from home so reliability is a priority for me - what a mistake going with Sumo!!! Even while trying to submit this review my connection has dropped out at least a couple of times. I'm at my wits end with this provider. On another note, I signed up my gas and electricity with them too, in a month they send me a rate increase letter!
The moment I get a chance I'm switching.
Poor after service
I had my internet connected on the 18th of March .Only had 2 days of service and then nothing since then. I have called them every single day since and they twice gave promises of a technician coming that required me to be home between 8am and 12pm. Can you imagine cancelling work and having to wait for technicians who never showed up. I am truly frustrated and hope this will be sorted out soon. Very poor first impression! Dissapointed Customer.
Paid for absolutely nothing!!
Unfortunately we followed iselect recommendation for this extremely poor service provider in sumo. First we were charged $110 for a modem and then an additional $60 for a set up fee and a further $60 per month for the internet. Okay, that standard.
However, the internet has never worked!!!!! Yet they state that is not their problem and that we must pay regardless and did not receive one cent back or did they accept any responsibility.
We pay for a service which in this case is "Wifi internet" what did we received - absolutely nothing!!!
The...customer service were terrible, no-one cared or did they want to help in any shape or form. We've since cancelled, but now stuck with a modem we don't need and no internet - useless!! Never again - this company will fold in 12 x months - go elsewhere!
Terrible customer service, charged my credit card and still no internet after 3 weeks
I have been waiting for my internet connection from Sumo for 3 weeks now. At first they set up an appointment for a Telco technician visit to my place which I was required to be present between 8 am to 1 pm. I took time off work but no one showed up that day. When i called them about the issue they told me that they would inspect the problem and send me an email regarding the progress. A week and numerous phone calls later, still no internet and minimal communication from Sumo. During one of the phone calls, i tried to explain to them that the...Telco technician never showed up to the appointment, the lady over the phone said technicians may be able to access the Telco box without me being present. Then one day when i was at work i got a call from an unknown number to say that they are the Telco technician and they are on their way to my place to connect the internet with no prior notice. They wanted to know if i was at home to allow them access to the Telco box, but I was obvious not able to rush home on such a short notice. So they in turn told me that i need to set up another appointment with Sumo. When i tried to explain to Sumo again what had happened and requested for another appointment, they refused to set up an appointment and just told me that they would look in to it and send me a email after the issue has been invetigated , which is pretty much their standard answer for every phone call. Today I tried to contact them again but couldnt get through as their voice mail claim that they have closed although it is only 6 30pm and their trading hours is until 8 30pm. Im so frustrated. at this point i just want to cancel my plan and get a refund but they have also refused to do this as well.
Scam. Fraud. Liars. Stay away at any cost!
We’ve never heard of Sumo but we were moving houses and asked house agent to setup Internet at the Property as it was urgent. They got in contact with Sumo which at that time, we had no idea it even existed. Our plan was to go along with whatever NBN connection was given to us & try out their service for a month to see how it goes. This was a bad idea on our behalf but we continued it. We paid a total of $150 for Internet Connection & their Modem.
We moved into the house, got the Modem and plugged it in. The power didn’t even work. The modem d...id not turn at all. We tried over and over again but no luck. This was not a good first impression. We thought it was a mistake and contacted Sumo. They looked easy going and promising and told us to send a picture of the Modem turned on to show case proof. I did that. 2 days gone by, there was no call from Sumo regarding the email & the pictures I sent. So, I called up & asked them for Updates. They claimed that, they didn’t get the email so I had to send pictures again to another email address while I made them wait on the phone so I didn’t have to deal with getting hold of them again. Email was received on their behalf and was told they will ring back in 24-48hours. 3 days past, no calls. [ At this time, we had no internet what so ever & it was really urgent ]. I called again. No answer. Again, no answer. Called again after a day, someone picked up saying, “We are looking into it. We haven’t heard of a response from the technical team”. I went off at them claiming they are slow, such a slow process and I explained how urgent we needed the Internet. They explained that they are still working with this and will get to me as soon as they get a response. Never did I get a response. I bought another Modem from a Store in Melbourne which I connected to the NBN. The internet worked fine...for 2 hours. Bam, disconnected and the Internet stopped working. Furiously, I called them. No answer. Called them multiple times, I told them I needed this solved and that I am sick of their service and customer service and they are not worth to have a company. I told them I needed my refund back right now bc we were planning to go for another service provider.
Terrible customer service
SUMO customer service is non existent, after numerous problems dealing with there phone support I submitted 4 requests for a supervisor call back which never happened, I was told that a ticket had been submitted and a supervisor would call back within 24-48hrs, this never happened until I cancelled my service and asked for a refund, even then the call back was from the phone support and not a supervisor
Not refunding money for a service that they didn't provide!
Terrible customer service, worst company that I have ever dealt with! They have been charging us for a service that they haven't provided and apparently it is our fault. It took the manager nearly 2 weeks to talk to us after us making over 10 calls to them. One of the employees even cursed at me on the phone! Very unhelpful and unprofessional! AVOID!!
Awful service. Can see why their rating is so low!
Stay away from Sumo, terrible customer service and will leave you without net connection for weeks on end! Will not refund me my money even though we are not even connected after so long
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