Installation

I would like to formally raise a complaint regarding my fibre installation and the service I have received.

I have been struggling for more than a month to get fibre installed at my home. I eventually contacted the Evotel call centre and spoke to Dudu, who assisted me exceptionally well and managed to get my installation booked.

Please also note that the first payment of R249 was already deducted by debit order from my account at the beginning of August, despite the installation still not being completed.

My installation was scheduled for 26 August at 07:30. The installation team arrived almost two hours late. When they arrived, they opened the fibre box outside my property and started pushing the fibre through the existing sleeve/conduit.

I had a client appointment and informed the installers that I needed to leave, but asked them to call me immediately if they experienced any problems.

Approximately 10 minutes later, they called and said that the fibre was stuck underneath the paving and asked what they should do. I explained that, if the paving runs from my boundary wall towards the street, the affected section appears to be on municipal ground and, as far as I understand, they should be able to lift the necessary paving to repair or access the sleeve.

I also told them that I was on my way back.

However, when I arrived and contacted them, I was informed that they had already left because they needed to start their next installation.

I find this completely unacceptable. It was not my fault that the installation team arrived almost two hours late, and my installation should not have been abandoned simply because they were now running late for their next appointment.

I then contacted the call centre again and fortunately spoke to Dudu. She advised that she would investigate and arrange for someone to contact me.

A gentleman subsequently called me and initially told me that they could not continue because there was no sleeve available. I immediately disputed this because I personally saw the installers pushing the fibre into the existing sleeve.

He then changed his explanation and said that they required permission to lift the paving. When I questioned this, he changed the explanation again and said that what he actually meant was that they required an order or authorisation from Evotel head office before they could continue.

I contacted Dudu again at approximately 11:50, explained what had happened, and was told that she would investigate further and get back to me.

As of this morning (2 September), I have still received no feedback or call from anyone.

This situation has now become extremely urgent for me because I cancelled my existing internet service with effect from 26 August, based on the confirmed fibre installation appointment. I work from home and require a reliable internet connection to continue with my work. I am therefore currently being placed in a very difficult position because the installation was not completed as scheduled.

I would therefore appreciate an urgent response confirming:

When my fibre installation will be completed. What exactly is preventing the installation team from completing the work. Why the installation team left my property without waiting for me to return, particularly after arriving almost two hours late. Why I have received different explanations regarding the sleeve, paving and required authorisation. What Evotel intends to do regarding the payment already deducted while I still do not have an active fibre service. What immediate steps will be taken to restore or provide me with internet connectivity as soon as possible. I have made myself available for the installation, rearranged my work commitments and client meetings, cancelled my previous internet service based on the confirmed installation, and have already had money deducted from my account.

Please also note that I logged a formal complaint ticket with Evotel on 27 August. As of 2 September, I have received no feedback or update regarding that complaint either. This further lack of communication is unacceptable and adds to my frustration with the handling of this matter.

I am extremely unhappy with how this matter has been handled, and I require it to be fully resolved as a matter .

Please treat this matter as urgent and provide me with a clear plan and confirmed date for completion of the installation. For any correspondence regarding this matter, you may contact.