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Nandi N
1 reviews | Active since May 2016
13 Dec 2021, 21:33
Bad service!!
I have had the most pathetic service from Intanse Broadband. Apparently my fibre was active since 3 December yet this is not the case on my side. I initially wanted to use my own router but had issues and ended up paying for their router and paying for usage for the month. It is now the 13th Dec and still my connection does not work. I called VUMATEL and they insist I call my ISP. Who ever is on their WhatsApp (Intense Broadband) does not follow up on complaints. I have screenshots of being blue ticked by this person. I am struggling to work from home yet I have PAID for Fibre that ii cannot use.
Helpful (0)
Replies (6)0
Replies (6)
Intense Fibre's replyOfficial
14 Dec 2021, 07:18Dear client. We thank you for the review. We apologise for the inconvenience that you have had.
We have stated that our data can only flow if the FNO have provisioned the fibre box properly. When the line got activated it got provisioned on a wrong box, we then had to log a fault with vumatel to come out and put the right box in which took some days. Only they can change anything on their own network. They changed that yesterday and now they need to provision that box again to point to us so that our data can flow through. We are and will be escalating with them twice daily to get this done.
Unfortunately until they do it, our data will not flow. Again we apologise but are working with Vumatel to get this fixed asap.
We have stated that our data can only flow if the FNO have provisioned the fibre box properly. When the line got activated it got provisioned on a wrong box, we then had to log a fault with vumatel to come out and put the right box in which took some days. Only they can change anything on their own network. They changed that yesterday and now they need to provision that box again to point to us so that our data can flow through. We are and will be escalating with them twice daily to get this done.
Unfortunately until they do it, our data will not flow. Again we apologise but are working with Vumatel to get this fixed asap.
Intense Fibre's reply14 Dec 2021, 07:18
Official
Dear client. We thank you for the review. We apologise for the inconvenience that you have had.
We have stated that our data can only flow if the FNO have provisioned the fibre box properly. When the line got activated it got provisioned on a wrong box, we then had to log a fault with vumatel to come out and put the right box in which took some days. Only they can change anything on their own network. They changed that yesterday and now they need to provision that box again to point to us so that our data can flow through. We are and will be escalating with them twice daily to get this done.
Unfortunately until they do it, our data will not flow. Again we apologise but are working with Vumatel to get this fixed asap.
We have stated that our data can only flow if the FNO have provisioned the fibre box properly. When the line got activated it got provisioned on a wrong box, we then had to log a fault with vumatel to come out and put the right box in which took some days. Only they can change anything on their own network. They changed that yesterday and now they need to provision that box again to point to us so that our data can flow through. We are and will be escalating with them twice daily to get this done.
Unfortunately until they do it, our data will not flow. Again we apologise but are working with Vumatel to get this fixed asap.
NN
Nandi N's updateReviewer Update
14 Dec 2021, 08:16I don't get the wrong box excuse as there was never a box to begin with. No box was changed here, a new one was brought so please stop lying. I have paid for a service that I am not getting from you guys and Vumatel.
NN
Nandi N's update14 Dec 2021, 08:16
Reviewer Update
I don't get the wrong box excuse as there was never a box to begin with. No box was changed here, a new one was brought so please stop lying. I have paid for a service that I am not getting from you guys and Vumatel.
Intense Fibre's replyOfficial
14 Dec 2021, 11:36Dear client
Thank you again for the message. We have also stated that there will be a credit from the time of the initial activation to the correct time when you are online.
We are constantly following up with Vumatel to provision the new box they installed.
Thank you again for the message. We have also stated that there will be a credit from the time of the initial activation to the correct time when you are online.
We are constantly following up with Vumatel to provision the new box they installed.
Intense Fibre's reply14 Dec 2021, 11:36
Official
Dear client
Thank you again for the message. We have also stated that there will be a credit from the time of the initial activation to the correct time when you are online.
We are constantly following up with Vumatel to provision the new box they installed.
Thank you again for the message. We have also stated that there will be a credit from the time of the initial activation to the correct time when you are online.
We are constantly following up with Vumatel to provision the new box they installed.
NN
Nandi N's updateReviewer Update
14 Dec 2021, 11:41This is frustrating me as I cannot work from home.
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Nandi N's update14 Dec 2021, 11:41
Reviewer Update
This is frustrating me as I cannot work from home.
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Nandi N's updateReviewer Update
22 Apr 2022, 15:17I once again have to complain about the pathetic service I am receiving. My fibre has been off for the 2nd day now and I am told of the turnaround time. None of this applies when I have to pay.
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Nandi N's update22 Apr 2022, 15:17
Reviewer Update
I once again have to complain about the pathetic service I am receiving. My fibre has been off for the 2nd day now and I am told of the turnaround time. None of this applies when I have to pay.
Intense Fibre's replyOfficial
22 Apr 2022, 18:19Dear client. Thank you so much for the message. Unfortunately when your fibre is down the data cannot flow. It is upto the fibre network operator to sort your line out. Your fault was logged the moment you let us know the line is down. Now its the FNO that has to stay within their Best effort service policy that they have and for vumatel that is 1 to 5 working days to sort any link out.
Unfortunately no ISP data can flow if the line is down and we can only log and escalate according to the SLA any FNO has.
Also please note that its a fibre to the home package and not a fibre to the business package. Therefore even though you do business from home the line itself is only a fibre to the home product and therefore vumatel 1 to 5 working days to sort an issue on the line out.
We will continue to push vumatel for a resolution.
Unfortunately no ISP data can flow if the line is down and we can only log and escalate according to the SLA any FNO has.
Also please note that its a fibre to the home package and not a fibre to the business package. Therefore even though you do business from home the line itself is only a fibre to the home product and therefore vumatel 1 to 5 working days to sort an issue on the line out.
We will continue to push vumatel for a resolution.
Intense Fibre's reply22 Apr 2022, 18:19
Official
Dear client. Thank you so much for the message. Unfortunately when your fibre is down the data cannot flow. It is upto the fibre network operator to sort your line out. Your fault was logged the moment you let us know the line is down. Now its the FNO that has to stay within their Best effort service policy that they have and for vumatel that is 1 to 5 working days to sort any link out.
Unfortunately no ISP data can flow if the line is down and we can only log and escalate according to the SLA any FNO has.
Also please note that its a fibre to the home package and not a fibre to the business package. Therefore even though you do business from home the line itself is only a fibre to the home product and therefore vumatel 1 to 5 working days to sort an issue on the line out.
We will continue to push vumatel for a resolution.
Unfortunately no ISP data can flow if the line is down and we can only log and escalate according to the SLA any FNO has.
Also please note that its a fibre to the home package and not a fibre to the business package. Therefore even though you do business from home the line itself is only a fibre to the home product and therefore vumatel 1 to 5 working days to sort an issue on the line out.
We will continue to push vumatel for a resolution.