Disgraceful Apathy

Brace yourselves, this is going to be a lengthy one.

So recently I have been getting horrible internet from this company. You see, I pay for a 20/20 Uncapped Fiber Bundle yet these are my most recent speedtest results using http://speedtest.mybroadband.co.za/ and here they are: 1)Ping: 17ms, Download: 5.6Mbps, Upload: 18.89Mbps, 2) Ping: 17ms, Download: 3.41Mbps, Upload: 19.75Mbps, 3) Ping: 14ms, Download: 5.56Mbps, Upload: 16.74Mbps. These tests have been run over the course of 8 days at varying times. When I do get what I am paying for these are my results: Ping: 2ms, Download: 19.2Mbps, Upload: 19.75Mbps.

Not only do I struggle with the speed and the ping, I am struggling with the constant presence of Packet Loss which ranges between 5% and 20% at most given times. I have contacted them regarding it and they called me once, internet was fixed, I missed the next call from the Technical Department and my Internet immediately went to the same old horrible state. I sent emails regarding this to Vusi Langa asking about the situation and I have not received a reply. I spoke to Thabo over the phone as he was my point of contact regarding the issue and after one failed call, all contact disappeared completely. I believe that this company does not care about their customers until they take to review sites because they point blank refuse to sort out an issue.

So its at the point where I am asking myself if this company is just taking my money and not caring about the service they are providing me which in itself is a breach of the Consumer Protection Act as they are the Supplier and I am the Consumer. In this case, I am paying them for a service and they are not providing me with what I am paying them for and this is going against the Consumer Protection Act. I make all my payments, No payment has been missed, and yet I am receiving this service? Its a disgrace.

Add on to the fact that there seems to be a communication issue between Vumatel and Home-Connect and this was mostly regarding my installation. The order was placed and Vumatel confirmed it and then the system cancelled it internally for no other reason than, and I quote, "We don't know". Now surely if your ISP places an order on your behalf, they should have a way of seeing the status of the order because its two companies working together to provide a service. Coupled with this, I paid Home-Connect for the installation Cost of the Fiber and then i receive and email recently from Vumatel of apparent outstanding fees. I mentioned this in an email to Vusi Langa and sent the invoice from Vumatel as well as the proof of payment for the payment made to Home-Connect as well as a copy of the Original Invoice from Home-Connect for the Fiber installation. Vusi is yet to reply to me regarding this issue and it is now several days later.

All in all, I am disgusted by the way this company deals with its customers and the service it provides and at this current moment, I would not advise ANYONE of going with this ISP due to their lack of Customer Relations and terrible service providing.