Prolonged Fibre Outage, Missed Technician Appointment & Poor Communication

I have been without fibre internet since Saturday 13 December an MWEB service running over the Vumatel network.

MWEB logged a fault with Vumatel (Fault #294738). While I appreciate that the fault was eventually logged, the handling and communication around this issue have been extremely poor.

I received an email from Vumatel indicating that a technician had been dispatched (Reference ***8), but I was never informed of what was done or whether the issue was resolved.

Subsequently, a Vumatel technician contacted me directly and confirmed that he would attend to the fault today between 08:00 and 09:00. I made it clear that I had a dentist appointment at 11:30, and he confirmed this would not be an issue.

The technician never arrived, did not call to explain the delay, and has been unreachable. My internet service is still completely down.

This has caused unnecessary stress and disruption, and it is unacceptable that customers are expected to wait indefinitely with no communication, no accountability, and no clear ETA.

I expect MWEB to: • Escalate this matter urgently with Vumatel • Provide a clear and realistic ETA • Ensure accountability for missed appointments • Apply a full pro-rata service credit for the duration of the outage

I am paying for a service that I am not receiving, and the lack of ownership over this issue is deeply disappointing.