DAY 30 without Fibre Connection

30 October 2020

Account Number: S*** Case Number: CAS-233274-B0Q6J0

Today is DAY 30 without fibre connection at my house. To this day, no one at Supersonic or Vumatel seems to know what is happening, I have been sent from pillar to post with no resolution.

Supersonic is telling me that Vumatel cancelled my line, and Vumatel is telling that it is Supersonic who actually cancelled my subscription. I did not initiate any cancelation to either Vumatel or Supersonic, they also cannot see who initiated the supposed cancelation. We are in the middle of a pandemic, and we are working from home. It would not make any sense for me or anyone to actually cancel internet connection.

I have lost out on thousands of Rands because I could not take on any projects.

Supersonic, being my service provider has proven to be *********** and less interested in resolving. The Social Media team is saying one thing, the Call Centre is saying another. I am told this escalation is being dealt with by the Project Manager (PMO), when I call, I am told they don’t have PMO, they have a “Floor Support Supervisor”.

I asked to speak to the “Floor Support Supervisor”, Amy Naidoo, who also could not help or bring anything new to the escalation. I spoke to numerous other agents and supervisors, and still no update on the case, what is more frustrating is, I am making these calls, I am making these follow ups. This is all a costly exercise.

And as you would have it, I was still billed for this month, for a service I never even smelled. It funny how the bill is tied to a service I never received. Am I going to be billed again in November for a service I did not receive? You check Social Media, you check Hello Peter and my other platforms, no one has anything good to say about these SP’s. My work relies entirely on a good connection. If you cannot provide me with the service, then confirm the cancelation and I will look elsewhere for a provider that is more reliable.