Vuma customer service sucks!

Last night, 23 November, our fibre went down. I immediately tried to contact my ISP, unfortunately their support is only open Monday to Friday from 8 to 5. I then downloaded the Vumatel App. Keep in mind, Vuma advertises that they are available 24/7 for technical support. Seems this is not the truth. The app showed no outages and I was advised to contact my ISP (which is not open). I finally phoned my ISP and after being on hold for 37 minutes, was told that Vuma had updated on 9:00 am that there is an outage in the area. No ETR.

I went back to the app. It showed a Low Grade with "technicians Investigating". At 12:20 I contacted Vuma technical support, who told me that the last update was at 11:15 to say that technicians were on site - this was amazing, since there has been thunder and lightning in the Ferndale area, with heavy downpours for 2 hours. Still no ETR and I was advised to contact my ISP for updates.

Why have an APP for your customers, if you are not going to update them for 4 hours or give an estimated ETR. This is not how you treat your customers. If you have an App, update the feedback so your customers know how to plan. Silence, in this case is not Golden, but costs money, especially when you are running a business or working from home.