Zoom fibre
Verified Business
Zoom fibre
Verified Business
340 Reviews (last 12 months)
Responds in 16 hours 18 min
AI Review Summary
Based on recent customer reviews, Zoom Fibre is experiencing severe and systemic service failures across every dimension of the customer experience. Customers consistently describe prolonged outages lasting days or weeks, unresponsive and rude support agents, billing disputes, broken installation promises, and a near-total absence of proactive communication. The overwhelming majority of reviews express deep frustration, with only rare positive mentions of individual agents.
Top Strengths:
- •Customer Service & Support Quality: A handful of named agents like John Bartlett, Fatima Dhludhlu, and Tebogo are praised for exceptional follow-through and genuine care, standing out as rare bright spots in an otherwise deeply troubled support experience.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
2.4Trustindex Rating
#21Ranked In Fibre & Broadband
16 hours 18 minutesAverage Time To Reply
-80 NPSRecommended: Unlikely
Replied to 89% of negative reviews
Typically takes less than 15 hours 51 min to reply
TrustIndex
2.4
Score
Ranking
#21
in Fibre & Broadband
Avg Reply
16 hours 18 minutes
NPS Score
-80
Recommended: Unlikely
Replied to 89% of negative reviews
Typically takes less than 15 hours 51 min to reply
Review Distribution
1.1|340 Reviews
May '25 - Apr '26
5(2%)
4(0%)
3(0.7%)
2(3.3%)
1(94.1%)
5(2%)
4(0%)
3(0.7%)
2(3.3%)
1(94.1%)
Recent reviews (340)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePM
Priscilla M
1 reviews | Active since Jan 2020
19 Mar 2026, 03:12
😤🔥Zoom Fibre's Broken Promises: Over a Month Without Resolution
😤🔥 Zoom Fibre's service has been a nightmare! 😡 I've been without internet for over a month, and it's like talking to a brick wall. Techs come and go, promises are made and broken, and I'm left footing the bill for data just to stay afloat. As a remote worker, this is crippling my productivity and finances. I've lost count of the number of times I've been told "it's on the way" or "we're working on it", only to be met with radio silence. It's unacceptable and I'm demanding better. 🔥
Helpful (0)
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Priscilla M
1 reviews | Active since Jan 2020
19 Mar 2026, 03:12
😤🔥Zoom Fibre's Broken Promises: Over a Month Without Resolution
😤🔥 Zoom Fibre's service has been a nightmare! 😡 I've been without internet for over a month, and it's like talking to a brick wall. Techs come and go, promises are made and broken, and I'm left footing the bill for data just to stay afloat. As a remote worker, this is crippling my productivity and finances. I've lost count of the number of times I've been told "it's on the way" or "we're working on it", only to be met with radio silence. It's unacceptable and I'm demanding better. 🔥
0
Replies (0)L
Lindiwe
1 reviews | Active since Jan 2020
14 Mar 2026, 10:05
Unprofessional and useless service ever
What's wrong with you zoom fibre every month I have to encounter a problem with your service yet I use my money to pay ,you don't respond to WhatsApp and emails 5 day now without internet and I want my day back I won't pay for mahala.
Helpful (0)
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Lindiwe
1 reviews | Active since Jan 2020
14 Mar 2026, 10:05
Unprofessional and useless service ever
What's wrong with you zoom fibre every month I have to encounter a problem with your service yet I use my money to pay ,you don't respond to WhatsApp and emails 5 day now without internet and I want my day back I won't pay for mahala.
0
Replies (0)LM
Lewellyn M
1 reviews | Active since Jan 2020
13 Mar 2026, 12:47
No internet, no response
So Zoom is failing. Email sent to Home Connect my ISP: Good day. I have been without a reliable internet connection since Saturday on my Home Connect fibre line running on the Zoom Fibre network. The service repeatedly shows “Loss of Service”. Yesterday the internet briefly returned, but the 2.4 GHz Wi-Fi network required for my security cameras was not enabled. I contacted support and was told someone would get back to me, but I received no follow-up. Today the connection again shows Loss of Service. I reported the issue two hours ago and have had to follow up again because there has still been no update. I have now been told that Zoom Fibre must inspect the line, but I have not been given any timeframe. This issue has already been ongoing for several days. Please confirm that the fault has been escalated and provide the ticket number and expected technician visit time. I rely on this connection for my security systems and require urgent resolution And still today after 3 calls to Home Connect Im still without an answer or internet
Helpful (0)
|Replies (0)LM
Lewellyn M
1 reviews | Active since Jan 2020
13 Mar 2026, 12:47
No internet, no response
So Zoom is failing. Email sent to Home Connect my ISP: Good day. I have been without a reliable internet connection since Saturday on my Home Connect fibre line running on the Zoom Fibre network. The service repeatedly shows “Loss of Service”. Yesterday the internet briefly returned, but the 2.4 GHz Wi-Fi network required for my security cameras was not enabled. I contacted support and was told someone would get back to me, but I received no follow-up. Today the connection again shows Loss of Service. I reported the issue two hours ago and have had to follow up again because there has still been no update. I have now been told that Zoom Fibre must inspect the line, but I have not been given any timeframe. This issue has already been ongoing for several days. Please confirm that the fault has been escalated and provide the ticket number and expected technician visit time. I rely on this connection for my security systems and require urgent resolution And still today after 3 calls to Home Connect Im still without an answer or internet
0
Replies (0)JA
RW
Roland W
1 reviews | Active since Jan 2020
11 Mar 2026, 16:28
Infrastructure Issue Turned Into a Customer Bill
Very disappointing experience with Zoom Fibre regarding a fault on the aerial fibre infrastructure at our property. Our fibre connection went down and the fault was logged through our ISP, Cool Ideas, who escalated the issue to Zoom Fibre as they manage the physical network. After several days of waiting for feedback, we were informed that the drop cable needed to be reinstalled and that we would be required to pay R1495 for the repair. This was extremely concerning because the damage was not caused by anyone in our household. Both residents present at the time are elderly and did not access the roof or interact with the fibre infrastructure in any way. To assist with the investigation I provided photos showing that the fibre termination point at our residence was still intact and undisturbed. However, the aerial fibre span between the poles had excessive slack forming a V-shaped sag. From a technical perspective this typically indicates a tensioning or anchoring issue on the aerial line rather than damage caused from within the property. I also pointed out that this same fibre span had previously become unwound and required repair, which suggests there may already have been instability with this installation. Despite providing this evidence and explanation, the final outcome communicated to us was simply that we were required to pay the repair charge. At no stage were the concerns we raised about the aerial span or the previous instability of the installation properly addressed. Reliable infrastructure and fair fault assessments are critical for fibre services. Unfortunately, in this case it felt like the responsibility for a network issue was placed on the customer without a proper investigation into the cause of the fault. As we were unable to reach a fair resolution regarding the charge, we ultimately had to cancel the service and begin looking for alternative providers. This experience has been extremely disappointing and highlights the importance of proper fault investigation and fair dispute resolution when dealing with infrastructure-related issues.
Helpful (0)
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Roland W
1 reviews | Active since Jan 2020
11 Mar 2026, 16:28
Infrastructure Issue Turned Into a Customer Bill
Very disappointing experience with Zoom Fibre regarding a fault on the aerial fibre infrastructure at our property. Our fibre connection went down and the fault was logged through our ISP, Cool Ideas, who escalated the issue to Zoom Fibre as they manage the physical network. After several days of waiting for feedback, we were informed that the drop cable needed to be reinstalled and that we would be required to pay R1495 for the repair. This was extremely concerning because the damage was not caused by anyone in our household. Both residents present at the time are elderly and did not access the roof or interact with the fibre infrastructure in any way. To assist with the investigation I provided photos showing that the fibre termination point at our residence was still intact and undisturbed. However, the aerial fibre span between the poles had excessive slack forming a V-shaped sag. From a technical perspective this typically indicates a tensioning or anchoring issue on the aerial line rather than damage caused from within the property. I also pointed out that this same fibre span had previously become unwound and required repair, which suggests there may already have been instability with this installation. Despite providing this evidence and explanation, the final outcome communicated to us was simply that we were required to pay the repair charge. At no stage were the concerns we raised about the aerial span or the previous instability of the installation properly addressed. Reliable infrastructure and fair fault assessments are critical for fibre services. Unfortunately, in this case it felt like the responsibility for a network issue was placed on the customer without a proper investigation into the cause of the fault. As we were unable to reach a fair resolution regarding the charge, we ultimately had to cancel the service and begin looking for alternative providers. This experience has been extremely disappointing and highlights the importance of proper fault investigation and fair dispute resolution when dealing with infrastructure-related issues.
0
Replies (0)LD
Lee-Ann Duka
1 reviews | Active since Jan 2020
11 Mar 2026, 15:14
WHATSAPP AGENTS ARENT HELPFUL ZERO ACCOUNTABILITY. HAS MY INSTALLATION REQUEST LOADED OK YOUR SYSTEM AND SCHEDULED ACCORDINGLY???
Had the worst service with the WhatsApp agents. Zero accountability. Requested for an additional installation for an outside building on the 2nd of March to date no feedback. Nhlakanipho was supposed to load my request as I had send him my Proof of Address and installation information. He closed the chat on me when I requested for a process after capturing. Did a follow up again via WhatsApp and instead of Sifiso helping me he said I should call tomorrow and speak to Nhlakanipho with regards to feedback nd closed the chat on me and I requested why can't he give me feedback as my request should be loaded on the system. I also mentioned to him that the 010 number isn't going through so it will be difficult to get hold of him tomorrow and he closed the chat on me without any response. Are your agents trained the same way to close chats on customers when asked to provide feedback because it seems like it's a pattern now.
Helpful (0)
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Lee-Ann Duka
1 reviews | Active since Jan 2020
11 Mar 2026, 15:14
WHATSAPP AGENTS ARENT HELPFUL ZERO ACCOUNTABILITY. HAS MY INSTALLATION REQUEST LOADED OK YOUR SYSTEM AND SCHEDULED ACCORDINGLY???
Had the worst service with the WhatsApp agents. Zero accountability. Requested for an additional installation for an outside building on the 2nd of March to date no feedback. Nhlakanipho was supposed to load my request as I had send him my Proof of Address and installation information. He closed the chat on me when I requested for a process after capturing. Did a follow up again via WhatsApp and instead of Sifiso helping me he said I should call tomorrow and speak to Nhlakanipho with regards to feedback nd closed the chat on me and I requested why can't he give me feedback as my request should be loaded on the system. I also mentioned to him that the 010 number isn't going through so it will be difficult to get hold of him tomorrow and he closed the chat on me without any response. Are your agents trained the same way to close chats on customers when asked to provide feedback because it seems like it's a pattern now.
0
Replies (0)ED
Etnel D
1 reviews | Active since Jan 2020
10 Mar 2026, 19:21
Poor Service – Payment Not Allocated by Zoom Fibre
I am extremely disappointed with the service I received from Zoom Fibre. I made a payment of R300 on 29 December via First National Bank online banking. However, the payment is still not reflecting on their system. I contacted them and provided proof that the payment was made, including the email confirmation from my bank, but they are insisting that I must provide a PDF proof of payment and 3 months bank statements. I contacted my bank, and they confirmed that they do not provide a PDF proof of payment for certain online transactions, which makes it impossible for me to provide the document Zoom Fibre is requesting. Despite explaining this and sending the available proof, Zoom Fibre refuses to allocate my payment, leaving my account unresolved. This is very frustrating as I have paid my money but they are not willing to assist or resolve the issue. I would not recommend anyone to use Zoom Fibre if this is how they treat paying customers. I request that Zoom Fibre investigate and allocate my payment immediately.
Helpful (0)
|Replies (0)ED
Etnel D
1 reviews | Active since Jan 2020
10 Mar 2026, 19:21
Poor Service – Payment Not Allocated by Zoom Fibre
I am extremely disappointed with the service I received from Zoom Fibre. I made a payment of R300 on 29 December via First National Bank online banking. However, the payment is still not reflecting on their system. I contacted them and provided proof that the payment was made, including the email confirmation from my bank, but they are insisting that I must provide a PDF proof of payment and 3 months bank statements. I contacted my bank, and they confirmed that they do not provide a PDF proof of payment for certain online transactions, which makes it impossible for me to provide the document Zoom Fibre is requesting. Despite explaining this and sending the available proof, Zoom Fibre refuses to allocate my payment, leaving my account unresolved. This is very frustrating as I have paid my money but they are not willing to assist or resolve the issue. I would not recommend anyone to use Zoom Fibre if this is how they treat paying customers. I request that Zoom Fibre investigate and allocate my payment immediately.
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Replies (0)GM