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MC
Michael C

1 reviews | Active since Jan 2010

01 Nov 2024, 16:19

Poor service delivery

No internet for 7 days and they expect me to pay for something I didn't receive. I expect (as any normal sane person would a credit for the down time where I had to pay another provider) this is their vanilla response:

"The incident in your area was due to vandalism, which led to a Vumatel generator catching fire and causing extensive damage to the network equipment. As much as we strive to provide uninterrupted service, certain incidents, like this area-wide outage, fall outside of our and Vumatel's control.

As a best-effort service provider, we’re unable to offer reimbur*****ts for area outages. However, we recognise the frustration and additional expense this has caused you, and we truly appreciate your patience. Rest assured, Vumatel's technicians are working around the clock to restore all affected services. "

0
Replies (2)
Cool Ideas Service Provider
Cool Ideas Service Provider's reply04 Nov 2024, 14:31
Official
Hi Michael,  Thank you for sharing your feedback, and we’re sorry to hear about your frustration with this recent outage. We absolutely understand the inconvenience caused, especially since it required you to rely on alternative connections during the downtime.  To clarify, the infrastructure in your area is managed by our Fibre Network Operator, Vumatel. Their best-effort policy applies to this service, meaning that while they strive to ensure consistent uptime, certain incidents — such as the recent network damage from a generator fire due to vandalism—are outside of their and our control. Unfortunately, this policy does not allow for reimbur*****ts related to area-wide outages.  We’re grateful for your patience, and we’ll continue to work with Vumatel to keep your service as reliable as possible. Again, Thank you for your understanding and being part of the Cool Ideas community.  Warm Regards,  Cool Ideas Support Team 
MC
Michael C's update04 Nov 2024, 14:37
Reviewer Update
The only reason I asked in the first place is that most of the other big ISPs opted to play fair with this incident and use it as an opportunity to give back to their customers. I've been reading on our Neighborhood whatsapp group of residents asking theirs ISPs for the same, and Afrihost and Vox (and more) rep**** no problem we'll reimburse.