11 Days Without Fibre – Vumatel & Home Connect, Still No Resolut

11 Days Without Fibre – Vumatel & Home Connect, Still No Resolution

It has now been 11 days without fibre, and I am extremely frustrated with how Vumatel and Home Connect have handled this fault.

For 11 days, I have been going back and forth between the two companies. Vumatel says Home Connect needs to reconfigure the connection. Home Connect goes through the process with me, we test again, it still doesn’t work, and then we end up right back where we started.

Home Connect has contacted me directly and we have attempted the reconfiguration and connection process several times. Nothing has changed.

We even went back to the original router that previously worked, just to completely rule out our equipment. Still no internet. We also attempted a manual PPPoE dial-up, and that also fails to connect.

After 11 days, I honestly don’t care which side the fault sits on anymore. Vumatel and Home Connect need to communicate with each other, take ownership of this issue and resolve it. As the customer, I should not have to keep acting as the middleman between two service providers who keep pointing me back to each other.

At what point does somebody take responsibility and actually investigate the underlying problem instead of repeating the same troubleshooting steps?

11 days without fibre is completely unacceptable. I am paying for a service I cannot use, while receiving the same responses and going through the same troubleshooting process over and over again.

I don’t need another instruction to contact Vumatel or Home Connect. Both companies are now fully aware of the problem. I need them to work together and fix it.

11 days. No fibre. No resolution. Just Vumatel and Home Connect sending the problem back and forth.