Total Service Delivery Failure & Zero Communication | Account ***

I am writing this review following a complete internet blackout at my premises that has been ongoing since Friday, 18 September 2026 at 13:00 (Comtel Ticket *** - ***). Despite having a direct contract with Comtel, I have been subjected to days of endless runaround and blame-shifting onto their fiber underlying infrastructure provider, Vumatel. Vumatel technicians have come to my property twice, replaced the ONT unit, and explicitly confirmed on-site that the physical line and hardware on their end are fully operational. The fault clearly sits on Comtel's side with IP routing, authentication, or router hardware. As of Monday, 21 September, I have received ZERO proactive communications or updates from Comtel. This morning, we called Comtel directly and demanded that they dispatch a technician to our premises by 13:00 today to either inspect their network routing or replace our router entirely. We explicitly stated we were willing to pay the callout fee if the issue proved to be on our end. 13:00 has passed, and Comtel failed to send a technician, failed to replace the router, and failed to even call us with an update. My contract is with Comtel, not Vumatel. Bouncing paying customers to troubleshoot sub-contractors while failing to provide basic internet access is unacceptable. I demand: An immediate on-site Comtel technician / senior network engineer to replace our router or rectify the connection today. A pro-rata billing credit/refund on our subscription for every day service has been unavailable, in accordance with Section 54 of the Consumer Protection Act (Act 68 of 2008). If this is not resolved immediately, this matter will be escalated directly to ISPA and the National Consumer Commission (NCC).