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I am writing to lodge a formal complaint regarding ticket number ***, pertaining to the services of Cell C, Vumatel, and Britelink. The purpose of this email is to bring to your attention the appalling after-sale support provided to customers.

Approximately a month ago, we had to pay for a new fibre line installation due to damage to the original feed. Regrettably, we now find ourselves two months later with another damaged cable, resulting from a poor installation of fibre conduit by the aforementioned service providers. Despite charging us a second time for the same inadequate installation, Cell C has declined any responsibility, directing us to seek recourse with Vumatel. Unfortunately, our attempts to contact Vumatel proved futile, with extended waiting periods and no success in connecting with any of their representatives.

As a last resort, we contacted Britelink, the contracted installer, who has been less than helpful, consistently promising to relay our complaints to the relevant party but failing to provide any feedback or resolution. We have waited patiently for weeks to hear back from Aamina Frank at Britelink MCT, yet our request for urgency has been disregarded. We sent an initial message to Britelink outlining our dissatisfaction with the situation, but received no response for over two weeks, despite numerous follow-ups.

We find it disappointing that service providers, such as yourselves, display such poor customer service, and we have been forced to bear the cost of a second installation due to their negligence. It is not only unjust, but also unacceptable that the initial installation was not executed to the required specifications. The conduit laid by your installers was loose and not securely fastened to the exterior wall, resulting in the entire conduit collapsing and severely damaging the fiber optic cable beyond repair.

We, therefore, kindly request that you take full responsibility for rectifying the situation without imposing any additional fees on us. We look forward to your prompt attention and a satisfactory resolution to this matter.

Please be advised that should we not receive any feedback or an appropriate resolution, we will have no alternative but to take this matter further.