Bad service / non****ioning web portal / no feedback

Been trying to upgrade my fibre from 20/2 to 50/5 for 2 months now. Was told in the beginning it take 7-14 days. When phoning them to complain I always get told somebody will phone back but nobody does:

History of my upgrade request:

4 October 2018 Chat to sales person on your website online chat and they informed me I can use the online portal to log the update request - which I did.

When checking my order in the portal it shows:

1 50/5 Vumatel fibre line Month to Month Contract - In Progress 2 Uncapped Fat Pipe fibre data Vumatel - In Progress 3 Fibre router - In Progress 4 FTTH bundle setup penalty fee for early cancellation. Vumatel - In Progress

Although I found the above items weird (as I am a existing customer), I let it go.

12 October 2018 Tanya Jacobs contacts me asking us to provide proof of id and address, which I sent through immediately. I then phone in to speak to Jongi Vuza to find out if he can give an estimated date of upgrade since it is not a whole new installation but just an upgrade in speed. As he was not available I then speak to Juan van Aswegen.

I explain to him my concern regarding the strange upgrade notice logged on the portal seeing it is only a speed upgrade. He then says that the portal is still new and there might be issues with it and agrees that it is not a new installation, so agrees to send me a new quote (Q***x) which I immediately accept. He says it should not take more than 2-3 working days so I assume that I will have my upgrade come the next week, lets hope by the next friday (19 October) which is then 5 working days.

I then email Tanya Jacobs explaining that we are an existing customer and it is only an upgrade so she cancels the original website order.

Week of 15-18 October 2018

I phone in to sales several times to check on progress but gets transferred back and forth between the Pretoria sales and Johannesburg sales divisions. I eventually gets transferred to the switchboard where I explain my situation to the lady which promises to relay the information to Johan Pitzer and that he will give me a call. Still waiting for that call....

I eventually get hold of Juan van Aswegen and he assures me my order is in progress. I also mention to him I cannot see the new order on the web portal and he says it is normal cause certain things must still be initiated before it shows. When I ask him how I can easily check on progress and then ask him for someones number / email he says that the lady dealing with it does not deal with the public so I can have his number to whatsapp him in order to check on updates.

19 October 2018 I whatsapp Juan van Aswegen about progress - no response.

24 October 2018 I whatsapp Juan van Aswegen about progress - no response.

25 October 2018 I whatsapp Juan van Aswegen about progress - no response.

26 October 2018 I am really irritated and frustated by this time. I log onto the web portal and guess what I see?

1 50/5 Vumatel fibre line Month to Month Contract - In Progress 2 Uncapped Fat Pipe fibre data Vumatel - In Progress 3 Fibre router - In Progress 4 FTTH bundle setup penalty fee for early cancellation. Vumatel - In Progress

...so are we now back at square 1, meaning 4 October??????????????????

I eventually speak to Juan van Aswegen and get told another few days and it will be done.

20 November 2018 (While on leave at the coast) Get sms from vumatel: "Please note that the fibre maintenance in your area is complete. Please turn the fibre device mounted to your wall (CPE) and your Wi-Fi router off and on again to reboot both devices. Once you have done so, your service should be restored. If it is not, please contact your ISP directly for assistance"

24 November 2018 (Back from leave)

I reset my CPE and router but speed is still 20/2

I have spoken to countless people at vox but still no joy. They were quick to install my FTTH but seems once they have you as a client there is no service. I can really not recommend them.