Fibre/Mweb/Vumatel/SADV

I app**** for Fibre through Mweb. I was told that I could only use Vumatel, as our residential complex is specifically contracted to them.

The fibre was installed in my home on 25/07/2020 by SADV (SA Digital Villages). The router was delivered by Mweb on 29/07/2020, but I could not use the fibre. I am not clued up on what "hardware" is needed for a fibre installation to be completed. A friend told me, that I still needed the ONT box. I phoned Vumatel to enquire this, and was told, it has nothing to do with them, I need to phone Mweb, as they are selling the fibre product. I did phone Mweb, but struggled for more than a day to get through, without success. I phoned SADV, which by the way was very helpful, to enquire about the ONT box, to be told that Vumatel did not provide them with a box and that Vumatel was waiting on a shipment to come in, which would take around 2 weeks.

ONT box was fitted in my home on Monday 17/08/2020 before 10:00 in the morning by SADV. I was told that it would be active within 1 hour. That night it still wasn't working. I phoned Mweb, who told me that they were not informed by Vumatel that the installation process was completed and that my account has not been activated, but the guy who helped me, would escalate the matter & it would not take more than 48 hours.

It has now been more than 48 hours and I have yet again been informed by Mweb that Vumatel still has not given through the necessary details for my account to be activated.

I had cancelled my internet and my DSTV and have been without any internet or tv for almost 3 weeks now.

Between Vumatel/SADV & Mweb no one is taking responsibility for the pathetic service I have been receiving.

THIS IS RIDICULOUS!!

I do not understand why Mweb is using Vumatel, if this is the type of service Vumatel is providing.

I have to add, that the times I did speak to an Mweb consultant, they have been very pleasant but the problem has still not been resolved.

I am lodging a formal complaint with the ISPA.