Vumatel line down - 5 days

To whom it may concern

Vumatel line down - 5 days

The above fibre line has been down since Wednesday 14 December. After at least 10 phone calls and various whatsapp messages since 14 December 2022, my line has been down for 5 days now. Please see details below of numerous logged calls and messages.

This is a shocking and unacceptable service from Afrihost / Vumatel, for which I am paying in FULL. To confirm the recurring incompetency of Afrihost / Vumatel, the line was also down for 4 days from 5 November 2022 and it was the same exhausting struggle to get it working again. Up to now I have paid for 9 (going to 10) days in two consecutive months for which I have not had internet. I am at a loss and desperate for a solution!!! I am also forced to log a formal complaint at ICASA.

The only time I received a call from Vumatel was on 17 December 2022 at 13:00 after I had posted a review on Hellopeter out of desperation. They informed the technicians are busy working on resolving the connection error. Needles to say, nothing has been resolved and I have not received any feedback. I am also still waiting for Afrihost's manager to call me back.

The following numerous calls were logged: On each call I had to explain the same situation over again and each time with no success!

Wednesday 14 December 2022 First call time: 08:43 Fault reference ISP/100517. This ticket was closed even though the line was still down Time 12:37: New ticket opened with reference number ISP/***

Thursday 15 December 2022 Time 09:07 Carol logged ticket QGG/ 87812 give at least 24 hours but can be resolved sooner depending on que Time 20:15

Friday 16 December 2022 Time 17:52

Saturday 17 December 2022 Time 10:42 I was told it will be escalated to service delivery manager at Vumatel Time 15:07 Time 20:26

Sunday 18 December 2022 Time 08:41 I was yet again told it escalated to Vumatel's service manager. I requested Afrihost's manager to call me back.

Whatsapp messages: 14/12 at 12:40 I was told 24 - 48 hrs 15/12 at 08:07 Sent video of the box and could not help 15/12 at 14:33 Screenshot sent that ticket was escalated to Tier 2 ( whatever that means)

Your urgent assistance in this matter will be highly appreciated.