MM
Mzamo M
1 reviews | Active since Nov 2020
05 Nov 2020, 11:06
No feedback from RocketNet and Vumatel regarding installation after a week
I placed my order with RocketNet for Vumatel Fibre on 28 October 2020. I paid the installation fee of R1725. They delivered the router on time as they said they would which was on Friday. I was then told to expect a call this week to book an appointment for the installation to take place, but its been a week and still no response from either Vumatel or RocketNet. I've been calling them and endlessly holding on the phone for what at a point became over 20 minutes, and when I text them on WhatsApp, I get a response after over an hour of sending the message. Yesterday morning (before 9am) I called to follow up and spoke to Fhumu who promised me that I will get a response from his escalation that same day (ticket #16999) and I still have not received any feedback from anyone whatsoever. I am being told that I can not follow up with the installation company, only RocketNet can do so (not even Vumatel can follow up, which makes no sense to me because it's Vumatel infrastructure). I really need to find out what's happening and I'm not pleased with the service I am getting from both RocketNet and Vumatel.
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Replies (6)0
Replies (6)
RocketNet's replyOfficial
05 Nov 2020, 11:15Hi Mzamo
Thank you for your message and please accept our sincerest apologies for this.
This has now been escalated to the very highest. We are currently ivestigating this and will revert back very soon.
Once again, apologies for this.
Warmest regards,
Rocketnet Support
Thank you for your message and please accept our sincerest apologies for this.
This has now been escalated to the very highest. We are currently ivestigating this and will revert back very soon.
Once again, apologies for this.
Warmest regards,
Rocketnet Support
RocketNet's reply05 Nov 2020, 11:15
Official
Hi Mzamo
Thank you for your message and please accept our sincerest apologies for this.
This has now been escalated to the very highest. We are currently ivestigating this and will revert back very soon.
Once again, apologies for this.
Warmest regards,
Rocketnet Support
Thank you for your message and please accept our sincerest apologies for this.
This has now been escalated to the very highest. We are currently ivestigating this and will revert back very soon.
Once again, apologies for this.
Warmest regards,
Rocketnet Support
RocketNet's replyOfficial
05 Nov 2020, 11:44Good day Mzamo
As per telephonic conversation, we would like to firstly apologise for the delay with regards to having your fibre installed.
Our aim here at RocketNet mission control is to get the end user live as soon as possible and with this often comes some challenges, the first would be the 7 - 21 bussines day "service level agreement" we have in place with Vumatel. We can assure you that we have not left this up to the installation team at Vumatel and have been highly proactive by logging a formal ticket: ISP-235262
This now sits at tier 2 and is part of an escalation bucket.
We will be sure to provide constant update up until the issue has been resolved.
Kind regards,
RocketNet Support
As per telephonic conversation, we would like to firstly apologise for the delay with regards to having your fibre installed.
Our aim here at RocketNet mission control is to get the end user live as soon as possible and with this often comes some challenges, the first would be the 7 - 21 bussines day "service level agreement" we have in place with Vumatel. We can assure you that we have not left this up to the installation team at Vumatel and have been highly proactive by logging a formal ticket: ISP-235262
This now sits at tier 2 and is part of an escalation bucket.
We will be sure to provide constant update up until the issue has been resolved.
Kind regards,
RocketNet Support
RocketNet's reply05 Nov 2020, 11:44
Official
Good day Mzamo
As per telephonic conversation, we would like to firstly apologise for the delay with regards to having your fibre installed.
Our aim here at RocketNet mission control is to get the end user live as soon as possible and with this often comes some challenges, the first would be the 7 - 21 bussines day "service level agreement" we have in place with Vumatel. We can assure you that we have not left this up to the installation team at Vumatel and have been highly proactive by logging a formal ticket: ISP-235262
This now sits at tier 2 and is part of an escalation bucket.
We will be sure to provide constant update up until the issue has been resolved.
Kind regards,
RocketNet Support
As per telephonic conversation, we would like to firstly apologise for the delay with regards to having your fibre installed.
Our aim here at RocketNet mission control is to get the end user live as soon as possible and with this often comes some challenges, the first would be the 7 - 21 bussines day "service level agreement" we have in place with Vumatel. We can assure you that we have not left this up to the installation team at Vumatel and have been highly proactive by logging a formal ticket: ISP-235262
This now sits at tier 2 and is part of an escalation bucket.
We will be sure to provide constant update up until the issue has been resolved.
Kind regards,
RocketNet Support
MM
Mzamo M's updateReviewer Update
10 Nov 2020, 17:13It's Tues 10 Nov (almost 14 days since I placed my order on the 28th of October, and only the 7th business day since my order for some reason was only placed on Monday the 2nd of November by RocketNet with Vuma Villages/Vumatel).
I still have received no feedback nor phone call since Mohamed from RocketNet followed up with me on 5th November. No one is saying anything about phoning me regarding setting an appointment to install fibre to my home.
Who can I call? Who can I follow up with in order to start getting some progress?
I still have received no feedback nor phone call since Mohamed from RocketNet followed up with me on 5th November. No one is saying anything about phoning me regarding setting an appointment to install fibre to my home.
Who can I call? Who can I follow up with in order to start getting some progress?
MM
Mzamo M's update10 Nov 2020, 17:13
Reviewer Update
It's Tues 10 Nov (almost 14 days since I placed my order on the 28th of October, and only the 7th business day since my order for some reason was only placed on Monday the 2nd of November by RocketNet with Vuma Villages/Vumatel).
I still have received no feedback nor phone call since Mohamed from RocketNet followed up with me on 5th November. No one is saying anything about phoning me regarding setting an appointment to install fibre to my home.
Who can I call? Who can I follow up with in order to start getting some progress?
I still have received no feedback nor phone call since Mohamed from RocketNet followed up with me on 5th November. No one is saying anything about phoning me regarding setting an appointment to install fibre to my home.
Who can I call? Who can I follow up with in order to start getting some progress?
RocketNet's replyOfficial
10 Nov 2020, 21:17Hi Mzamo,
Thank you for bringing this to our attention, we will most definitely give you a call in the morning once we have all the facts on the table.
Apologies for the inconvenience.
Regards,
RocketNet Ops Team
Thank you for bringing this to our attention, we will most definitely give you a call in the morning once we have all the facts on the table.
Apologies for the inconvenience.
Regards,
RocketNet Ops Team
RocketNet's reply10 Nov 2020, 21:17
Official
Hi Mzamo,
Thank you for bringing this to our attention, we will most definitely give you a call in the morning once we have all the facts on the table.
Apologies for the inconvenience.
Regards,
RocketNet Ops Team
Thank you for bringing this to our attention, we will most definitely give you a call in the morning once we have all the facts on the table.
Apologies for the inconvenience.
Regards,
RocketNet Ops Team
RocketNet's replyOfficial
11 Nov 2020, 17:17Hi Mzamo,
Thank you for taking our call.
We are pleased to confirm that Vumatel Village have scheduled the installation and will make direct contact with yourself to get your home connected.
Thank you for your patience during this time and we appreciate your understanding in the matter.
Kind Regards,
RocketNet Ops Team
Thank you for taking our call.
We are pleased to confirm that Vumatel Village have scheduled the installation and will make direct contact with yourself to get your home connected.
Thank you for your patience during this time and we appreciate your understanding in the matter.
Kind Regards,
RocketNet Ops Team
RocketNet's reply11 Nov 2020, 17:17
Official
Hi Mzamo,
Thank you for taking our call.
We are pleased to confirm that Vumatel Village have scheduled the installation and will make direct contact with yourself to get your home connected.
Thank you for your patience during this time and we appreciate your understanding in the matter.
Kind Regards,
RocketNet Ops Team
Thank you for taking our call.
We are pleased to confirm that Vumatel Village have scheduled the installation and will make direct contact with yourself to get your home connected.
Thank you for your patience during this time and we appreciate your understanding in the matter.
Kind Regards,
RocketNet Ops Team
RocketNet's replyOfficial
23 Nov 2020, 13:35Hi Mzamo,
Trust all is still well and we trust that you are enjoying your connection.
Just would like to follow up and make sure that all is still good. :)
Please feel free to let us know if there is anything we can assist with and it will be our pleasure.
Warmest regards,
Trust all is still well and we trust that you are enjoying your connection.
Just would like to follow up and make sure that all is still good. :)
Please feel free to let us know if there is anything we can assist with and it will be our pleasure.
Warmest regards,
RocketNet's reply23 Nov 2020, 13:35
Official
Hi Mzamo,
Trust all is still well and we trust that you are enjoying your connection.
Just would like to follow up and make sure that all is still good. :)
Please feel free to let us know if there is anything we can assist with and it will be our pleasure.
Warmest regards,
Trust all is still well and we trust that you are enjoying your connection.
Just would like to follow up and make sure that all is still good. :)
Please feel free to let us know if there is anything we can assist with and it will be our pleasure.
Warmest regards,