No internet connection for one month

I moved houses that already had a fibre box from Vumatel, I received the router on the 21st January 2021 at 12:00 and it was successfully plugged in and I could connect the network. When I connect to the network, it takes me to the https://shop.vumatel.co.za/ website, but does not connect to the internet. I called Supersonic and advised of this issue but to this day I have not been assisted. I still cannot connect to the internet. On the 1st February 2021 I had a case logged (CAS403839S4S6J7), which was closed without being actioned and I was told that an order was logged with Vuma. ORDER NUMBER: VC-8***.

I called Vuma an provided them with the order number and they confirmed that the change order was captured and validated and they advised that my ISP i.e Supersonic needs to load the internet package and activate it. I then called Supersonic to ask for assistance and the consultant logged a case for me so that the PMO office can assist. The case has been allocated to Angela Nel who is said to be the head of projects, but to date I still do not have internet connection.

I find this level of service completely unacceptable. I have not been assisted for four weeks, I always ask to speak to a team leader or someone senior and I am told that I will receive a call back. I have never received a call back from any of the management or team leaders and I am completely disappointed by this kind of treatment and level of service is appalling.

With this regards, I would like to cancel my services with you with immediate effect.