MTS on Vuma infrastructure is a pleasant surprise

I have been with Mind The Speed for maybe one and a half years now and I recently had my first fault that I had to report. It turned out to be an issue that I expect is a bit more complex than the usual faults, and required Vuma technicians to be sent out on three differnt occasions to figure out what was going on.

I originally first logged the fault on a Friday night after work, and MTS managed to have a Vuma technician called out the very next morning (even though it was a Saturday). The line started working for a day before going down again. After a quick call to MTS, they had reopened my ticket and gotten another Vuma technician to come after some investigation. This technician (we later found out) had accidentally cross-patched my line, so my connection was still not working.

Finally, I called again the next Friday night try to get to the bottom of the issue, that was when, together with instructions from MTS support we came to the conclusion that there was a cross-patch. MTS immediately got Vuma to send out a technician literally a few hours later, who worked and got my line in working order that same night.

Now, while having multiple issues like I described above may seem incredibly frustrating, I found myself fairly satisfied throughout the the ordeal since I could see that MTS were actually working the whole time to get it sorted. They provided insightful feedback via email, and were incredibly friendly over the phone, even though I called at the worst times (two Friday afternoons and one Sunday morning).

Having this kind of attention to service is honestly something very rare in South Africa, so I was pleasantly surprised throughout the whole experience.

I won't mention names here, but thank you to the three support staff guys who helped me out, as well as anyone who I didn't directly interact with.