Fixing an issue - Net Nine Nine

Help us to learn from your experience, so we can improve our service.

a warm welcome to the Net Nine Nine family, we would love to know your feedback.

Support Team Survey.

We’re Dedicated to Keeping you Connected.

Let us learn from your experience with us.

At Net Nine Nine we are constantly striving to improve our services.

Please take 2 minutes to complete the quick and easy customer experience survey below, so we can learn from your experience with our support team.

Rate Your Experience – Support Ticket Service

Allow us to learn from your experience, so we can keep improving.

Name(Required)

First Name Surname

Please enter your first and last name here.

Preferred Phone Number(Required)

Your preferred contact number.

Enter your physical address.

Please enter the address of the home that is affected by the connection issue.

What method, did you use to log your support ticket?

On the website.

Over a phone call.

Assisted by a sales agent.

Assisted by the social media agent.

Assisted by staff at the Net Nine Nine store.

Were you able to easily identify your issue on the "Submit a ticket" form(Required)

1) Yes

2) Mostly

3) No

4) Definitely not

Please let us know if you were able to identify the issue you were experiencing on the form.

Anything you would like to add?

Let us know about the good the bad or the ugly parts of your experience so we can learn from your feedback.

Did we get in touch with you within a resonable time?(Required)

1) Yes – Less than 4 hours from my ticket submission.

2) Mostly – More than 4 hours but same day.

3) No – More than 12 hours after my submission.

4) Definitely not – more than 24 hours after my submission.

Please let us know if you were happy with the service you received from your sales agent when you signed up for fibre.

Were you happy with the professionalism and friendlyness of the support agent that assisted you?(Required)

1) Yes

2) Mostly

3) No

4) Definitely not

Please let us know if you were happy with the service you received from your support agent when you were assisted.

Anything you would like to add?

Let us know about the good the bad or the ugly parts of your experience so we can learn from your feedback.

Is this your first support ticket or have you logged issues in the past?(Required)

1) Yes – This was my first support ticket.

2) Mostly – This is my second / third support ticket.

3) No – I have submitted more than 3 – 4 support tickets.

4) Definitely not – I have had to submit more than 5 support tickets.

Let us know the number of issues you have had with your internet connection in the past?

What problems have you been experiencing(Required)

1) Mostly issues with my internet connectivity.

2) Mostly issues wth billing and payments.

3) Mostly issues with my installation / hardware.

4) Mostly issues with installation and damage to property.

5) Its a different problem every time i log a ticket.

Let us know the type of issues you have been experiencing.

Anything you would like to add?

Let us know about the good the bad or the ugly parts of your experience so we can learn from your feedback.

Was a technician required to visit your home.(Required)

1) Yes

2) No

Was a technician required to attend to your home in order to resolve your connection issue?

Did the technicians arrive at the time that they had arranged with you?(Required)

1) Yes – Technicians were early / on-time for my installation

2) Mostly – Technicians arrived sightly late (less than 1 hour late)

3) No – Technicians were extremely late (more than 1 hour)

4) Definitely Not – Technicians did not arrive (on the same day as the booking)

Please let us know if the technicians arrived on time.

Were the technicians friendly & professional?(Required)

1) Yes

2) Mostly

3) No

4) Definitely not

Please let us know if the service you received from the technicians was up to standard.

Anything you would like to add?

Let us know about the good the bad or the ugly parts of your experience so we can learn from your feedback.

Was the repair completed to your satisfaction?(Required)

1) Yes

2) Mostly

3) No

4) Definitely not

Please let us know if you were happy with the work completed by the technician.

Anything you would like to add?

Let us know about the good the bad or the ugly parts of your experience so we can learn from your feedback.

Was your connection issue resolved in a reasonable time?(Required)

1) Yes – My connection was resored between 1 and 12 hours.

2) Mostly – My connection was restored 12 – 36 hours.

3) No – it took 36 – 72 hours to restore my connection.

4) Definitely not – It took more than 72 hours to restore my connection.

Let us know if you are satisfied with the time it took to resolve your issue.

Anything you would like to add?

Let us know about the good the bad or the ugly parts of your experience so we can learn from your feedback.

Are you satisfied with the notifications on SMS, or on our social media pages., regarding network status.(Required)

1) Yes

2) Mostly

3) No

4) Definitely not

Let us know if you are happy with the network status notifications, you have been receiving, informing you of any network related issues.

Anything you would like to add?

Let us know about the good the bad or the ugly parts of your experience so we can learn from your feedback.

Based on your experience with our support team, how likely are you to recommend Net NIne Nine to your friends or family members?(Required)

1) Highly likely

2) Maybe

3) Unlikely

4) Will not recommend

Help us improve our services?(Required)

Let us know about the good the bad or the ugly parts of your experience so we can learn from your feedback.

Prefer to chat to us about your experience, No Problem, click the button below to find our contact details.

Get In Touch With Us.