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1 reviews | Active since Feb 2017

10 Nov 2017, 13:44

Provider Is not able to provide service

The provider cannot provide the service they advertise. First I app**** for the service; then I was advised that It was my responsibility to ensure that the ONT is installed. After some time when I phoned them yet again I was informed that the ONT was actually their responsibility. The ONT was eventually installed but no one could get me connected. I had to speak to multiple people and had experienced being **** too, people promising to get back to me and never do; people blaming Vumatel; people promising that I will be connected within 24 hours and then never hear from again. I had spent a fortune in airtime and masted a lot of time with these people. Do not use them the are not interested in your business at all. Providers like this should have their door closed. Pathetic; I think I should send them my phone bill

0
Replies (2)
Home-Connect
Home-Connect's reply16 Nov 2017, 16:12
Official

Hi Charl

We are investigating the matter and will contact you shortly

Home-Connect
Home-Connect's reply16 Nov 2017, 20:35
Official
  1. Good Day Mr Cronje Your feedback , even though it is negative is noted. Home-Connect is an internet Service Provider , we are highly reliant on the Open Access Provider to do the Physical Fibre Installation. In this case your provider is Vumatel - AEX - Aerial Network Division. Your application was submitted successfully and received by our Home-Connect Operations team on the 12 October 2017. The process with Vumatel Aerial is slightly longer that the Vumatel Trench network , if an area is live the order takes anything between 2-4 weeks to be installed. Your Fibre Link was connected successfully 11 November 2017. Thus in slightly more than 4 weeks , you were up and running. Feedback on your order: Your application was submitted to the Provider 'Vumatel Aerial' - Your order was then processed in in the system with Vumatel and your installation scheduled and performed by DAC Britelink on the 3rd November 2017 . The Home-Connect device was couriered to you on the 7th November 2017 on basis that the installation was complete , unfortunately the Fibre network was not ready to your home. Your link was 'Pending ONT Discovery' meaning that the Vumatel team needed to configure your ONT . This is where the delay was . You did have to call in for updates and that is noted - this will be addressed internally. This was escalated to our manager on 8th November 2017. We then received feedback from Vumatel that splicing needed to occur and that Vumatel contractors ( Britelink ) would arrange this for Friday 10th November 2017 . This update was communicated to you on 09/11/2017 directly by a phone call from our manager. On Friday 10th November , after Vumatel Installs team informed us that Brite Link DAC had scheduled the time to come to your home – in was apparent that the contractors did not call to arrange a time ; and this is where the error lies . To add, the contractor team arrived to your home at 14h00 with no prior appointment to do the splicing , and this has been raised to the Vumatel Installations team. We appreciate you letting the team complete the work required on the said mentioned date as this was necessary to get you connected. To confirm your Fibre Link was connected successfully 11 November 2017. We are truly sorry for the inconvineamce caused. We understand that you probably had to make a few calls to our team and this is unacceptable , our teams are working hard to always give customers feedback as soon as we receive it from our providers . We are glad that you are now up and running. We trust that you will have nothing but the best service going forward.