Unresolved fibre connectivity issues, 1 month in counting…

This is a follow-up on my previous post on 23 April 2026 concerning fibre internet challenges I’ve been experiencing since 8 April 2026.

Firstly want to thank the consumer team for their speedy response to my initial complaint. Thanks to D*** and K**** for handling the escalation and taking care of all the work in the background to have the new hardware installed.

Regrettably, it seems an old router/fibre box was not the cause of the problem - despite having had a usable connection for a couple of consecutive days (worth noting even before the new hardware was replaced), I am yet again without a stable connection since 5 May 2026 - strongly suggesting that there is another issue.

I am back to phoning in daily to follow-up on progress only to face yet another failed trouble shooting attempt and promises that the matter is escalated with an experienced technician. One of my original tickets (from 10 April 2026 SR***) remains open - its been a nightmare month of long telephone calls, whilst having to incur additional costs on mobile data to hotspot from my phone and spending fuel to travel to an office location instead of working remotely.

For the representative from the consumer team I’m hoping would reach out to me soon, please be prepared to discuss the following actions:

1. I need confirmation of a dedicated senior technician who can resolve this within the next day or two; onsite inspection and testing of the line into the premises seems justified;

2. If not, I wish to be connected to the appropriate person who may assist me in cancellation of my contract WITHOUT any penalties; I would also like to be reimbursed for the period 8 April 2026 to date;

3. Failing which, I intend on escalating the matter to the NCC and ICASA.

Sincerely, Wikus Fourie