Krypton Web
4.4|25 reviews
A
Anonymous
1 reviews | Active since Member
04 Feb 2024, 15:50
Faulty routers, slow internet, terrible support. AVOID.
I didnt want to have to post this, but here I am, with slow as f*** internet, yet again, for the 2nd, maybe third day in a row. 10-ish megs on the speedtest.
So to start, they sent me a faulty router. Stops working after a short period of time, they replace it, with another ****ty router which also stops working shortly after. Not a good start but I have my own router that actually works so whatever.
The other night my internet starts acting up. I message support at 8:25 to ask whats going on, no response, I ask again 8:35 and get told they closed at 8:30. You dont just ignore customers when your product is ****ed.
Now we have a faulty routers, unuseable internet, and support that just ignores you when you trying to figure out whats going on.
Do not sign a contract with them, you'll be stuck with a service that is not what you signed up for.
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Replies (116)0
Replies (116)A
Anonymous's updateReviewer Update
10 Feb 2024, 07:25Every single day for the past week, at some point the internet just stops working, for anything from 5 to 20 minutes. TBH this might be because I posted a bad review and they're ****ing with me. they seem the type.
Download speed zero. Just sitting here **** in my hand pulling my hair out trying to get things working. Support will only ask if you've plugged in a cable seventeen times over. I cannot wait till my one year sentence with these ******* is over and I can find an ISP that actually works.
I lost my job previously because the internet just didn't work, but they blamed infrastructure of their upstream provider or who knows what, its never their fault.
I wouldn't take time to write reviews here if the internet actually worked, is that too much to ask for?
DO NOT SIGN A CONTRACT WITH THESE ******* YOU WILL REGRET IT.
Download speed zero. Just sitting here **** in my hand pulling my hair out trying to get things working. Support will only ask if you've plugged in a cable seventeen times over. I cannot wait till my one year sentence with these ******* is over and I can find an ISP that actually works.
I lost my job previously because the internet just didn't work, but they blamed infrastructure of their upstream provider or who knows what, its never their fault.
I wouldn't take time to write reviews here if the internet actually worked, is that too much to ask for?
DO NOT SIGN A CONTRACT WITH THESE ******* YOU WILL REGRET IT.
A
Anonymous's update10 Feb 2024, 07:25
Reviewer Update
Every single day for the past week, at some point the internet just stops working, for anything from 5 to 20 minutes. TBH this might be because I posted a bad review and they're ****ing with me. they seem the type.
Download speed zero. Just sitting here **** in my hand pulling my hair out trying to get things working. Support will only ask if you've plugged in a cable seventeen times over. I cannot wait till my one year sentence with these ******* is over and I can find an ISP that actually works.
I lost my job previously because the internet just didn't work, but they blamed infrastructure of their upstream provider or who knows what, its never their fault.
I wouldn't take time to write reviews here if the internet actually worked, is that too much to ask for?
DO NOT SIGN A CONTRACT WITH THESE ******* YOU WILL REGRET IT.
Download speed zero. Just sitting here **** in my hand pulling my hair out trying to get things working. Support will only ask if you've plugged in a cable seventeen times over. I cannot wait till my one year sentence with these ******* is over and I can find an ISP that actually works.
I lost my job previously because the internet just didn't work, but they blamed infrastructure of their upstream provider or who knows what, its never their fault.
I wouldn't take time to write reviews here if the internet actually worked, is that too much to ask for?
DO NOT SIGN A CONTRACT WITH THESE ******* YOU WILL REGRET IT.
Krypton Web's replyOfficial
10 Feb 2024, 12:54Hi Stuart
Let us start by apologizing for making you feel like we have dropped the ball when it comes to our Internet service, Support and routers. We take our customer service extremely seriously. Our customer service and technical prowess are key factors in what sets us apart from other ISPs and this is a testament that can be seen in the numerous other reviews that we have on various platforms - most of which are 5-star for those very reasons.
We have tried numerous times to call, WhatsApp and email you in order for a technician to come out and check your line since the evening you messaged into our support on the 1st Feb 2024. Your physical fibre line looks fine but there’s clearly some issue if you are experiencing poor internet connectivity. It should also be noted that the routers supplied to new customers are brand new and supplied to you out of the box. Those routers have warranties, so faulty routers will be swapped out if they are faulty. We swapped out your first router on 15 August 2023 when it was deemed faulty and when the warranty came back as voided due to an infestation, Krypton Web absorbed the cost.
We would also like to chat to you regarding your statements about support asking to plug in a cable 17 times or the fact that we blamed our upstream provider. Our support staff are trained to ask you to do certain things in order for them to troubleshoot issues and we are also very transparent when there are issues with various connections. We first let the customer know (because communication is key to us) and then we also work hand in hand with the providers to ensure that issues are resolved as quickly as possible, which was done in this case. We can also assure you that we are not interfering with your Internet. Krypton Web does not operate in this way. Our billing systems are automated. Your line was automatically suspended recently due to nonpayment so we are not sure if that’s what you mean by "they're ****ing with me. they seem the type.". Our monthly service fee invoices are due on the 2nd of the month and we even allow a few days grace for late payments. Due to your account being 6 days overdue, your service was automatically suspended, as were all our other customer accounts that were in arrears that day. We had also previously sent out automated payment reminders 2 days prior as a reminder to settle your account and it explained the upcoming suspension the next 2-5 days. When your service was automatically suspended, our Accounts Team reconnected your service within 15 minutes of you forwarding your proof of payment to us.
Since we have been trying to make contact with you continually for almost a week and you have not replied or taken/returned our calls and WhatsApp’s messages (to 2 of your numbers), nor replied to our email ticket regarding the issue but choose to use this platform to engage with us, we will offer you our support options here:
Option 1:
Have us send a technician to come and check out your line, router, home network, VPN connection etc. and remedy your issue. Our support technicians have a strong IT background which means they are qualified to check your entire network and pinpoint where the fault lies and come up with a resolution accordingly.
Option 2:
We would like to remind you that any customers using our fibre service are not bound by any fixed-term contract. We have a ZERO cancellation fee policy as well. You are free to cancel at any point by giving us a full calendar month’s notice and return our router to us in an undamaged and un-infested state.
Lastly, I’d like to also remind you that at our company we employ real people and by their very nature they are not perfect. This also makes us approachable and empathetic, and we are actively vested in working with our customers to make sure our customers have the best internet experience. So should for any reason it be that we are at fault, whether it be a router programming error or (other), we will own up to it and resolve it accordingly.
We ask again that you reach out to us via our support channels so that we can assist you in resolving your issue.
Let us start by apologizing for making you feel like we have dropped the ball when it comes to our Internet service, Support and routers. We take our customer service extremely seriously. Our customer service and technical prowess are key factors in what sets us apart from other ISPs and this is a testament that can be seen in the numerous other reviews that we have on various platforms - most of which are 5-star for those very reasons.
We have tried numerous times to call, WhatsApp and email you in order for a technician to come out and check your line since the evening you messaged into our support on the 1st Feb 2024. Your physical fibre line looks fine but there’s clearly some issue if you are experiencing poor internet connectivity. It should also be noted that the routers supplied to new customers are brand new and supplied to you out of the box. Those routers have warranties, so faulty routers will be swapped out if they are faulty. We swapped out your first router on 15 August 2023 when it was deemed faulty and when the warranty came back as voided due to an infestation, Krypton Web absorbed the cost.
We would also like to chat to you regarding your statements about support asking to plug in a cable 17 times or the fact that we blamed our upstream provider. Our support staff are trained to ask you to do certain things in order for them to troubleshoot issues and we are also very transparent when there are issues with various connections. We first let the customer know (because communication is key to us) and then we also work hand in hand with the providers to ensure that issues are resolved as quickly as possible, which was done in this case. We can also assure you that we are not interfering with your Internet. Krypton Web does not operate in this way. Our billing systems are automated. Your line was automatically suspended recently due to nonpayment so we are not sure if that’s what you mean by "they're ****ing with me. they seem the type.". Our monthly service fee invoices are due on the 2nd of the month and we even allow a few days grace for late payments. Due to your account being 6 days overdue, your service was automatically suspended, as were all our other customer accounts that were in arrears that day. We had also previously sent out automated payment reminders 2 days prior as a reminder to settle your account and it explained the upcoming suspension the next 2-5 days. When your service was automatically suspended, our Accounts Team reconnected your service within 15 minutes of you forwarding your proof of payment to us.
Since we have been trying to make contact with you continually for almost a week and you have not replied or taken/returned our calls and WhatsApp’s messages (to 2 of your numbers), nor replied to our email ticket regarding the issue but choose to use this platform to engage with us, we will offer you our support options here:
Option 1:
Have us send a technician to come and check out your line, router, home network, VPN connection etc. and remedy your issue. Our support technicians have a strong IT background which means they are qualified to check your entire network and pinpoint where the fault lies and come up with a resolution accordingly.
Option 2:
We would like to remind you that any customers using our fibre service are not bound by any fixed-term contract. We have a ZERO cancellation fee policy as well. You are free to cancel at any point by giving us a full calendar month’s notice and return our router to us in an undamaged and un-infested state.
Lastly, I’d like to also remind you that at our company we employ real people and by their very nature they are not perfect. This also makes us approachable and empathetic, and we are actively vested in working with our customers to make sure our customers have the best internet experience. So should for any reason it be that we are at fault, whether it be a router programming error or (other), we will own up to it and resolve it accordingly.
We ask again that you reach out to us via our support channels so that we can assist you in resolving your issue.
Best regards,
Krypton Web's reply10 Feb 2024, 12:54
Official
Hi Stuart
Let us start by apologizing for making you feel like we have dropped the ball when it comes to our Internet service, Support and routers. We take our customer service extremely seriously. Our customer service and technical prowess are key factors in what sets us apart from other ISPs and this is a testament that can be seen in the numerous other reviews that we have on various platforms - most of which are 5-star for those very reasons.
We have tried numerous times to call, WhatsApp and email you in order for a technician to come out and check your line since the evening you messaged into our support on the 1st Feb 2024. Your physical fibre line looks fine but there’s clearly some issue if you are experiencing poor internet connectivity. It should also be noted that the routers supplied to new customers are brand new and supplied to you out of the box. Those routers have warranties, so faulty routers will be swapped out if they are faulty. We swapped out your first router on 15 August 2023 when it was deemed faulty and when the warranty came back as voided due to an infestation, Krypton Web absorbed the cost.
We would also like to chat to you regarding your statements about support asking to plug in a cable 17 times or the fact that we blamed our upstream provider. Our support staff are trained to ask you to do certain things in order for them to troubleshoot issues and we are also very transparent when there are issues with various connections. We first let the customer know (because communication is key to us) and then we also work hand in hand with the providers to ensure that issues are resolved as quickly as possible, which was done in this case. We can also assure you that we are not interfering with your Internet. Krypton Web does not operate in this way. Our billing systems are automated. Your line was automatically suspended recently due to nonpayment so we are not sure if that’s what you mean by "they're ****ing with me. they seem the type.". Our monthly service fee invoices are due on the 2nd of the month and we even allow a few days grace for late payments. Due to your account being 6 days overdue, your service was automatically suspended, as were all our other customer accounts that were in arrears that day. We had also previously sent out automated payment reminders 2 days prior as a reminder to settle your account and it explained the upcoming suspension the next 2-5 days. When your service was automatically suspended, our Accounts Team reconnected your service within 15 minutes of you forwarding your proof of payment to us.
Since we have been trying to make contact with you continually for almost a week and you have not replied or taken/returned our calls and WhatsApp’s messages (to 2 of your numbers), nor replied to our email ticket regarding the issue but choose to use this platform to engage with us, we will offer you our support options here:
Option 1:
Have us send a technician to come and check out your line, router, home network, VPN connection etc. and remedy your issue. Our support technicians have a strong IT background which means they are qualified to check your entire network and pinpoint where the fault lies and come up with a resolution accordingly.
Option 2:
We would like to remind you that any customers using our fibre service are not bound by any fixed-term contract. We have a ZERO cancellation fee policy as well. You are free to cancel at any point by giving us a full calendar month’s notice and return our router to us in an undamaged and un-infested state.
Lastly, I’d like to also remind you that at our company we employ real people and by their very nature they are not perfect. This also makes us approachable and empathetic, and we are actively vested in working with our customers to make sure our customers have the best internet experience. So should for any reason it be that we are at fault, whether it be a router programming error or (other), we will own up to it and resolve it accordingly.
We ask again that you reach out to us via our support channels so that we can assist you in resolving your issue.
Let us start by apologizing for making you feel like we have dropped the ball when it comes to our Internet service, Support and routers. We take our customer service extremely seriously. Our customer service and technical prowess are key factors in what sets us apart from other ISPs and this is a testament that can be seen in the numerous other reviews that we have on various platforms - most of which are 5-star for those very reasons.
We have tried numerous times to call, WhatsApp and email you in order for a technician to come out and check your line since the evening you messaged into our support on the 1st Feb 2024. Your physical fibre line looks fine but there’s clearly some issue if you are experiencing poor internet connectivity. It should also be noted that the routers supplied to new customers are brand new and supplied to you out of the box. Those routers have warranties, so faulty routers will be swapped out if they are faulty. We swapped out your first router on 15 August 2023 when it was deemed faulty and when the warranty came back as voided due to an infestation, Krypton Web absorbed the cost.
We would also like to chat to you regarding your statements about support asking to plug in a cable 17 times or the fact that we blamed our upstream provider. Our support staff are trained to ask you to do certain things in order for them to troubleshoot issues and we are also very transparent when there are issues with various connections. We first let the customer know (because communication is key to us) and then we also work hand in hand with the providers to ensure that issues are resolved as quickly as possible, which was done in this case. We can also assure you that we are not interfering with your Internet. Krypton Web does not operate in this way. Our billing systems are automated. Your line was automatically suspended recently due to nonpayment so we are not sure if that’s what you mean by "they're ****ing with me. they seem the type.". Our monthly service fee invoices are due on the 2nd of the month and we even allow a few days grace for late payments. Due to your account being 6 days overdue, your service was automatically suspended, as were all our other customer accounts that were in arrears that day. We had also previously sent out automated payment reminders 2 days prior as a reminder to settle your account and it explained the upcoming suspension the next 2-5 days. When your service was automatically suspended, our Accounts Team reconnected your service within 15 minutes of you forwarding your proof of payment to us.
Since we have been trying to make contact with you continually for almost a week and you have not replied or taken/returned our calls and WhatsApp’s messages (to 2 of your numbers), nor replied to our email ticket regarding the issue but choose to use this platform to engage with us, we will offer you our support options here:
Option 1:
Have us send a technician to come and check out your line, router, home network, VPN connection etc. and remedy your issue. Our support technicians have a strong IT background which means they are qualified to check your entire network and pinpoint where the fault lies and come up with a resolution accordingly.
Option 2:
We would like to remind you that any customers using our fibre service are not bound by any fixed-term contract. We have a ZERO cancellation fee policy as well. You are free to cancel at any point by giving us a full calendar month’s notice and return our router to us in an undamaged and un-infested state.
Lastly, I’d like to also remind you that at our company we employ real people and by their very nature they are not perfect. This also makes us approachable and empathetic, and we are actively vested in working with our customers to make sure our customers have the best internet experience. So should for any reason it be that we are at fault, whether it be a router programming error or (other), we will own up to it and resolve it accordingly.
We ask again that you reach out to us via our support channels so that we can assist you in resolving your issue.
Best regards,