Unprofessional, Unresponsive, Unreliable: Vumatel & MetroFibre Are Failing Customers

I am lodging this complaint because both Vumatel and MetroFibre have demonstrated a complete lack of professionalism, accountability, and basic customer service. I requested a fibre installation over three weeks ago, and despite numerous attempts to get answers, I am still not connected. The conduct of both companies has been unacceptable and mirrors the widespread service failures other customers have reported — including long installation delays, poor communication, and non existent customer support Here are the facts: • I have spent hours on hold with Vumatel, only to have the call dropped once I finally reach a consultant. This exact behaviour aligns with multiple customer complaints about Vumatel’s unacceptable support process. • When I eventually reached an agent, I was told Vumatel couldn’t assist me and that I must deal with MetroFibre — despite Vumatel being responsible for the infrastructure. • MetroFibre has informed me more than 10 times that “the issue has been escalated” and that Vumatel will call me back. Not once has Vumatel contacted me. This pattern of failed escalations and zero follow through is consistent with other customers’ experiences. • I was repeatedly told a Vumatel technician would call me. Three weeks later, no technician has called, visited, or communicated anything. This matches the ongoing complaints about Vumatel’s installation teams failing to pitch and repeatedly delaying work. This is not a “delay.” This is outright negligence. I am a remote worker, and the lack of fibre connection has directly impacted my ability to work. I’ve been forced to buy additional mobile data due to your failure to deliver the service I am paying for. To make matters worse, my complex has an exclusive agreement with Vumatel, leaving me with no alternative provider despite Vumatel’s documented history of poor service, unreliability, and weak communication. This forced monopoly is unacceptable when the service provider cannot meet even the most basic obligations.

My expectations are clear: 1. Immediate activation of my fibre line 2. A formal written explanation for the three week delay and the repeated false promises 3. Accurate communication and a confirmed activation date 4. Compensation or reimbur*****t for the additional data costs caused by your non delivery 5. If Vumatel and MetroFibre MUST resolve this immediately.

This level of service failure is completely unreasonable, and I expect an urgent, concrete response — not more empty promises, false escalations, or silence.