#1 ISP in SA my foot!

Fibre ordered and installed by Vumatel installers on time, well done to them! But their listed ISP partner I chose was through your website, meaning that they vouch for them, is bad fior them (Vuma).

I was told last week (16/11) that the router would be setup the same day, and possibly dispatched for delivery the same day, else it would be done on the Monday (19/11), latest the Tuesday or Wednesday. (I have the recording with Tasreeq Adams CYBERSMART).

Needless to say, I have yet to receive the router, all i get is empty promises.

As soon as the CPE was installed (19/11 @3pm) I emailed Tashreeq the serial number, on the instruction of Vuma's installer. With the assumption that Cybersmart would do their part and get the router delivered as promised the week before. An enquiry related to possible download speed upgrade, on the next day was not responded to.

Wednesday: @8am I followed for a delivery date as I needed to arranged for someone to be home when it arrives, I also followed up on the previous day's enquiry. I then also called in and was helped by Melanie (Tashreeq was apparently "off"), who then confessed that there was a backlog, I then got sent the application form for debit order etc, to use to load my account apparently.

Thursday: Tashreeq replies with some attitude that their are still in the turn around time of 3 to 5 days, but then all of a sudden changes his tune based on what was said on the telephone last week, that: "We can only dispatch a Router to a client with an Active service, which means we have to wait until Vumatel advise us the installation is completed." He went on to say:"I have checked with our courier and they advised that the Router will be delivered Tomorrow." I reminded him that they may be in so-called TAT, but my application was only done after I had to follow up, when he wasn't even there.

Friday (today): I called in after my wife confirmed at noon that the delivery had not taken place and I asked for delivery date, my number was taken and was told that I would be called back. This didn't happen! I called again when I got home and a friendly lady (Kaylin) assisted all she could, she promised to investigate and get back to me, even though I had been stern with her. She then called me back around 7pm and the answered was that she finally found the delivery info and reference number and that the delivery "Failed due to insufficient time" and with no further info on what would happen next.

Seriously!? This is pathetic.

I'm sorry but Vumatel did their job well and should urgently ensure that their partner Cybersmart are taken to task, or risk loose customers for their lack of service. Also that #1 ISP in SA on their website should be removed and it's seems to not be true.

Moving along: As per email to Cybersmart, if router is in fact delivered this weekend (or 1st thing monday morning), I'd consider continueing with my application but I demand that either the activation fee waivered or 1st month is free, or my download speed increased to 100Mbps but pay the price for the original speed I asked for (50Mbps). Else!!! I cancel, and go with someone else and ensure my experience is advertised.