New internet provider not up to speed, users claim

Customers of a new internet provider are taking to Facebook to express their frustrations over alleged slow speeds and poor service.

MyRepublic, which launched in 2014, offers “beyond ultra-fast internet access” and “awesome customer service”, but many of their customers disagree.

Te Waha Nui talked to some of the unhappy customers who have posted about their issues on MyRepublic’s Facebook page.

Auckland woman Tayla Halloran said her internet cuts out almost everyday, but she has given up calling MyRepublic due to its “very poor” customer service.

“It’s ridiculous, you just can’t get hold of them.”

Ms Halloran said she often has to request call backs from MyRepublic because she is rarely put through to someone who can help, but the replies “almost never” come.

“They told me they were going to monitor my line for 24 hours to see what was wrong. It still wasn’t working and they didn’t call me back, so once again I had to call them, and once again I never got a call back.”

Ms Halloran said the only time she is contacted by MyRepublic is when she is late paying her bill.

“I’ve held out paying just so I’ll get a call from them so that I can turn it around and say: ‘Hey, this is what’s happening with my internet - can you do something about it?’”

Hamilton man Michael Vincent said his fibre internet is very slow and he has “no faith” in MyRepublic‘s services.

“It’ll be the next day before they ever reply to anything. It’s pretty shocking."

“The fact that I’m locked into a two-year contract is annoying,” Mr Vincent said.

Masterton man Seamus Pomeroy said his internet connection is “pretty average” for three to four nights of the week, and the rest of the time it’s “absolute crap”.

Mr Pomeroy said he had contacted MyRepublic via phone, but is more likely to get a response by leaving a comment on the company’s Facebook page.

“You complain on their [page] and as soon as they’re worried that somebody is going to see your nasty comments, things actually start happening.”

Mr Pomeroy, who used to work in the telecommunications industry, said he thinks the company may have underestimated demand.

“They’ve gone out and spent a whole bunch of money on marketing and probably weren’t ready for the amount of people that were going to sign up.”

Managing director of MyRepublic, Vaughan Baker, admits there have been instances in which customers have been dissatisfied with the company’s services.

“In all cases we’ve reached an agreement or a resolution that is to the satisfaction of both parties.

“Like any new business, we’ve grown very quickly. It’s fair to say that our demand has been unprecedented, so we’re refining our service model and giving options for customers to get in contact,” he said.

Mr Baker did not provide the number of customer service staff MyRepublic employed.

Consumer New Zealand advisor Maggie Edwards said MyRepublic customers have rights under the Consumer Guarantees Act to have internet services provided “with reasonable care and skill”.

Ms Edwards said if consumers are dissatisfied with an internet service provider (ISP), they can complain to the telecommunication dispute resolution scheme (TDR).

However, as a relatively new ISP, MyRepublic is not yet registered with the TDR.

Auckland man Sam Walsh cancelled his contract with MyRepublic after experiencing a number of issues with the company, including, he said, lack of communication, rude service and a delay in receiving his refund.

“I went to the TDR to lodge a complaint but MyRepublic isn’t a member of the scheme, so what could I do?

“I complained repeatedly and documented each step of the process on their Facebook page, but very little came from it.”

Mr Walsh said he expected more from a newcomer with “such big promises.

“It's easy to become frustrated when something seemingly simple becomes so unreasonably difficult.”