TERRIBLE SERVICE FROM MWEB AND VUMATEL

I moved premises into an area where only Vumatel Fibre is available. I requested my ISP, MWEB, to move my account to the new address. That's when I was informed that my previous Fibre network provider wasn't available, hence I will be moved to Vumatel. That was the begining of my ordeal.

I followed all their processes and the Mweb confirmed on the 15th of May that Vumatel will do the installation within 2weeks. At the time I even complained that 2 weeks was too long as I needed the connection urgently. Unfortunately my request could not be entertained and unbeknown to me the 2 weeks was just a hot air promise. Upto now Vumatel hasn't done the installation. Talk of taking overpromising and under delivering to the highest level.

Apart from the tjousands of rands that I have spent buying cellphone data in order to meet my internet connection requirements at home, I have lost count of the number of times I have called both Vumatel and MWEB seeking assistance to no avail. Each time I request to speak to a manager I am told that they will call me back but that never happens. I'm sure both Vumatel and MWEB have records of my calls unless their poor service levels apply to themselves as well.

The arrogance, complacency and total lack of customer care, concern or regard by Vumatel is typically that of a monopolistic operator who knows that they are the only option for a Fibre connection in my area. This level of service in this day and age is totally pathetic and unacceptable.

At times when I called I was told that my installation had been scheduled but on the day and time no one pitches up and no one bothers to inform me that they will not be coming anymore. In the meantime I would have cancelled my plans because of their scheduled appointment. How disappointing and disrespectful.

The last time, Friday 28th of June, I called, Vumatel informed me that my order was cancelled by MWEB despite both of them confirming that they can see in their system that my installation wasn't done yet and I had been constantly following up with them. When I checked with MWEB on the same day they denied that the order was cancelled as it was still active on their side. MWEB promised to followup with Vumatel and come back to me. Needless to say they never came back to me. I had to call MWEB again today 2nd of July but as per their typical service levels, or rather lack thereof, I didn't get any solution to my problem except another lie or false promise. Yes, again I requested to speak to a manager but I was told that a ticket has been logged for the manger to call me back and they cannot transfer my call to the manager. Expected, but all the same very upsetting and disappointing.

Upto now, almost 2months I don't have the Fibre connection neither do I have any hope of it being done anytime soon.