EB
Emma B
1 reviews | Active since Feb 2020
14 May 2022, 09:53
Passing the buck between Cell C and Vumatel but nobody is willing to resolve
My internet went down on Thu 12 May at 16h00. I called every number on their site all of which alledge to be open 24 hour. No response, loops, on hold. Slightly more luck via Facebook messenger, promised someone would call. Fri at 14h30 eventually manage to contact support- different answers, one says I need a new router, another says it is a Vumatel problem, but nobody can resolve. Log a ticket at Vuma. No response, no feedback, no follow up and no internet. Only answer is that it may be Vuma, may be router, may be ISP. Nobody knows but also, nobody plans to fix it. They just pass the buck around. Now I pay close to R1k a month for this service. Downtime without an attempt to resolve is unacceptable.
Helpful (0)
Replies (10)0
Replies (10)
Cell C's replyOfficial
14 May 2022, 15:59Good day Emma
Thank you for reaching out.
We are sorry to hear of the service received, we have noticed that you have been contacted.
Was your issue resolved as the technician was on site?
^NH
Thank you for reaching out.
We are sorry to hear of the service received, we have noticed that you have been contacted.
Was your issue resolved as the technician was on site?
^NH
Cell C's reply14 May 2022, 15:59
Official
Good day Emma
Thank you for reaching out.
We are sorry to hear of the service received, we have noticed that you have been contacted.
Was your issue resolved as the technician was on site?
^NH
Thank you for reaching out.
We are sorry to hear of the service received, we have noticed that you have been contacted.
Was your issue resolved as the technician was on site?
^NH
EB
Emma B's updateReviewer Update
14 May 2022, 17:01Nope. Vuma said you somehow allocated 12 IP addresses to us and need to clear and reallocate. Your technical team say it is done but they can't reallocate so back to Vuma...up down up down and min 48 hrs every time. It is just beyond irritating. How is it even possible to accidentally allocate 12 IP addresses to 1 box and then not be able to reverse it!!! Meantime I am STILL without internet. Going on day 4
EB
Emma B's update14 May 2022, 17:01
Reviewer Update
Nope. Vuma said you somehow allocated 12 IP addresses to us and need to clear and reallocate. Your technical team say it is done but they can't reallocate so back to Vuma...up down up down and min 48 hrs every time. It is just beyond irritating. How is it even possible to accidentally allocate 12 IP addresses to 1 box and then not be able to reverse it!!! Meantime I am STILL without internet. Going on day 4
EB
Emma B's updateReviewer Update
15 May 2022, 07:18Hi Cell C. STILL no internet. Day 4!!!!
EB
Emma B's update15 May 2022, 07:18
Reviewer Update
Hi Cell C. STILL no internet. Day 4!!!!
EB
Emma B's updateReviewer Update
15 May 2022, 08:36Just got contacted by Vuma who says it is a Cell c problem. CELL c say it is a Vuma issue!!!!! What are we meant to do now??? While you all pass the buck we are without internet STILL!!!!
EB
Emma B's update15 May 2022, 08:36
Reviewer Update
Just got contacted by Vuma who says it is a Cell c problem. CELL c say it is a Vuma issue!!!!! What are we meant to do now??? While you all pass the buck we are without internet STILL!!!!
Cell C's replyOfficial
15 May 2022, 13:34Hi Emma de Beer
Our team will be in touch to assist.
^MP
Our team will be in touch to assist.
^MP
Cell C's reply15 May 2022, 13:34
Official
Hi Emma de Beer
Our team will be in touch to assist.
^MP
Our team will be in touch to assist.
^MP
EB
Emma B's updateReviewer Update
15 May 2022, 13:43Yes, they were in touch. They escalated back to Vuma who sent it back to Cell C again (at around 12h30 today). 5 days on we are in the same place as when we reported the issue.
Could a qualified person, able to speak to Vuma, please contact Vuma and then us with a solution? I am in the middle of a game of "not it" right now!
Could a qualified person, able to speak to Vuma, please contact Vuma and then us with a solution? I am in the middle of a game of "not it" right now!
EB
Emma B's update15 May 2022, 13:43
Reviewer Update
Yes, they were in touch. They escalated back to Vuma who sent it back to Cell C again (at around 12h30 today). 5 days on we are in the same place as when we reported the issue.
Could a qualified person, able to speak to Vuma, please contact Vuma and then us with a solution? I am in the middle of a game of "not it" right now!
Could a qualified person, able to speak to Vuma, please contact Vuma and then us with a solution? I am in the middle of a game of "not it" right now!
EB
Emma B's updateReviewer Update
16 May 2022, 07:18Hi Cell C? Lipservice? Because we have not heard from your team and we are still down? I presume my bill will be discounted with the pro rated down days?
EB
Emma B's update16 May 2022, 07:18
Reviewer Update
Hi Cell C? Lipservice? Because we have not heard from your team and we are still down? I presume my bill will be discounted with the pro rated down days?
EB
Emma B's updateReviewer Update
16 May 2022, 08:42Called again this morning. Told again by Cell C that Vuma is the issue by Vuma that Cell C is the issue (08h40 16/5/22). This after I was told yesterday that the matter would be resolved. Is there a point at which I need to involve a legal team just to resolve your incompetence or will your customer service head ensure this is resolved today?
EB
Emma B's update16 May 2022, 08:42
Reviewer Update
Called again this morning. Told again by Cell C that Vuma is the issue by Vuma that Cell C is the issue (08h40 16/5/22). This after I was told yesterday that the matter would be resolved. Is there a point at which I need to involve a legal team just to resolve your incompetence or will your customer service head ensure this is resolved today?
Cell C's replyOfficial
16 May 2022, 12:23Hi Emma
Yes, the matter is being attended to, and you will be contacted.
^MP
Yes, the matter is being attended to, and you will be contacted.
^MP
Cell C's reply16 May 2022, 12:23
Official
Hi Emma
Yes, the matter is being attended to, and you will be contacted.
^MP
Yes, the matter is being attended to, and you will be contacted.
^MP
EB
Emma B's updateReviewer Update
16 May 2022, 13:48Cell C.
For the love of everything good.
Put me in contact with someone who can facilitate this: Someone from Cell C technical, pick up a phone to Vuma technical, not a ticket, not an email...a PHONE call where you can IT jargon each other until I have internet again.
After 5 hrs on the phone today we are back to Cell C saying Vuma needs to allocate the V.Lan and Vuma saying they have and Cell C needs to allocate the IP. "You, no you" and up and down. On my data mostly!!!!!
We have literally gone through every step, including testing new routers to be sure that is not the problem. If someone says it is the router again, I am going to explode. It is not. This has been established (on day 1 already btw).
I am absolutely finished!!!! I CAN'T keep playing middle man!
For the love of everything good.
Put me in contact with someone who can facilitate this: Someone from Cell C technical, pick up a phone to Vuma technical, not a ticket, not an email...a PHONE call where you can IT jargon each other until I have internet again.
After 5 hrs on the phone today we are back to Cell C saying Vuma needs to allocate the V.Lan and Vuma saying they have and Cell C needs to allocate the IP. "You, no you" and up and down. On my data mostly!!!!!
We have literally gone through every step, including testing new routers to be sure that is not the problem. If someone says it is the router again, I am going to explode. It is not. This has been established (on day 1 already btw).
I am absolutely finished!!!! I CAN'T keep playing middle man!
EB
Emma B's update16 May 2022, 13:48
Reviewer Update
Cell C.
For the love of everything good.
Put me in contact with someone who can facilitate this: Someone from Cell C technical, pick up a phone to Vuma technical, not a ticket, not an email...a PHONE call where you can IT jargon each other until I have internet again.
After 5 hrs on the phone today we are back to Cell C saying Vuma needs to allocate the V.Lan and Vuma saying they have and Cell C needs to allocate the IP. "You, no you" and up and down. On my data mostly!!!!!
We have literally gone through every step, including testing new routers to be sure that is not the problem. If someone says it is the router again, I am going to explode. It is not. This has been established (on day 1 already btw).
I am absolutely finished!!!! I CAN'T keep playing middle man!
For the love of everything good.
Put me in contact with someone who can facilitate this: Someone from Cell C technical, pick up a phone to Vuma technical, not a ticket, not an email...a PHONE call where you can IT jargon each other until I have internet again.
After 5 hrs on the phone today we are back to Cell C saying Vuma needs to allocate the V.Lan and Vuma saying they have and Cell C needs to allocate the IP. "You, no you" and up and down. On my data mostly!!!!!
We have literally gone through every step, including testing new routers to be sure that is not the problem. If someone says it is the router again, I am going to explode. It is not. This has been established (on day 1 already btw).
I am absolutely finished!!!! I CAN'T keep playing middle man!