Snowball Effect
Horrendous customer service

Have had the most terrible experience with Snowball internet.

About two years ago the connection at our hotspot suffered connectivity and performance issues. Opened many support tickets to which the response was slow, nonexistent or inadequate.

After finally escalating the problem, they took it seriously for the first time and quickly found that the connection was routed through a router severely throttled for testing purposes. It got fixed.

It then worked fine, but at the start of this year similar symptoms have arised. The same story: Many many support tickets and calls, and the problem hasn't been adressed. At least twice they said they are sending someone out, but no one pitches up and we never hear from them again.

It has finally escalated to the operations manager who wanted to charge me R1250 for a new wireless network card (I don't even connect to the point wirelessly). When I pointed this out, they want to charge me R500 for a callout. Considering that more than one user experienced the same symptoms at our hotspot it is obviously an issue with Snowball or their equipment.

Their service is slow to the point of nonexistence. The worst ISP I've ever encountered.

Company: Snowball Effect
Country: South Africa
City: Stellenbosch

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