RSAWEB Fibre Installation Delays, Incorrect Order Details & Poor Communication

I am submitting a formal complaint regarding significant delays, incorrect information, and poor communication from RSAWEB in relation to a fibre installation order.

The fibre service was placed on 9 December 2025. However, after making direct enquiries with the fibre network operator, Vuma, I was advised that RSAWEB only submitted the order on 2 January 2026, nearly a month later. This delay was never communicated to me and only came to light after I followed up independently.

Further complications arose regarding the installation details. RSAWEB confirmed that fibre infrastructure was available at the apartment, yet when photographic evidence of the existing ONT was provided, it was confirmed that the ONT belongs to Openserve and not Vuma. This indicates that the existing infrastructure was either not verified correctly or incorrect information was provided from the outset.

It was also discovered that RSAWEB supp**** incorrect address details to the fibre network operator, which contributed directly to further delays and confusion. This error required correction after being identified by the customer, further extending the installation timeline.

As it stands, almost one month has passed since the order was placed, yet the service has still not been installed. No confirmed installation date or time has been provided, and there has been no proactive communication from RSAWEB to explain the delays or provide clarity on next steps. Access to the apartment must be arranged in advance, making accurate scheduling essential, yet this has not been accommodated.

Overall, this experience has been extremely disappointing, particularly as these issues have occurred before the service has even been activated. The lack of accountability, delayed order processing, incorrect information, and absence of clear communication raise serious concerns regarding service standards.

I am requesting urgent resolution of this matter, including confirmation that all order and address details are now correct, a confirmed installation date and time, and a clear explanation for the delays experienced to date.