9 and a half weeks after order I have no live fibre line!!!!

I ordered Fibre on Mon 25 June - that is almost ten weeks ago!!!

I was told it would take up to 2 weeks. I waited. Three weeks after my order I called them. I was told my order was on hold as they were upgrading the line in my area. Why that would affect an installation I don't know.

So I waited another 2 weeks. I phoned again. I was told they would follow up and get back to me. Nothing. I finally received a call to book an appointment for Monday 7th August. (6 weeks after order) I had to unfortunately cancel as I had business meeting scheduled. I cancelled the appointment on Thursday 2nd August.

I was told someone would contact me to reschedule. On Wed 8th August 2 Vumatel technicians came to splice the line. But it was not installed yet! While they were with me they called the installations team but no-one answered. It was 4pm in the afternoon.

Finally a few days later I managed to get hold of someone to book another appointment as noone had got back to me. Friday 17th August a team arrived to reinstall. I told them "but nothing has been installed" which confused them. And before they could start the work they needed confirmation which took about half an hour to get as it was job change. They started to run a 5m cable from the Vumatel Fibre box which is against my bedroom wall into my study and put the CPE in place. While they were busy another team of 2 guys arrived to do an installation. So I had 3 guys drinking tea and coffee while the fourth laid the line. I was told that someone would come splice the line in a day or two. The following Wednesday (1 week ago) a team arrived and left. A week later, several phone calls, tweets and escalations to my ISP to try and get them to help and the line is still not live.

I called on Monday and was told it had been escalated and that my line would be provisioned that day. Nothing. I called today. I left a detailed voicemail and no-one as contacted me back. I emailed the SOS email address on Monday. No-one has responded. Following a tweet on Monday I was DM'd to say a Director would be in touch. No-one has called.

So over the last 9 weeks I have had 3 different teams pop in (not sure for what) and 2 installation teams arrive at the same time, a first splicing team to splice a line not yet installed and a splicing team after the installation and yet I STILL. DONT. HAVE fibre. The line is in my complex in Bryanston.

All that was needed was to run a 5pm cable into my home, splice it and provision it. And in 10 weeks Vumatel cannot do that. Your HQ is round the corner from my house with pink cars in the parking lot at all times. You cannot tell me you don't have capacity to have done this. It smacks of complete disorganization, no leadership and complete lack of customer service.

If this is my experience just getting a cable run and spliced from 5 metres away what should I reasonably expect the turnaround time to be if, heaven forbid, my line ever needed to be repaired.

I work in the IT industry. I have worked in IT customer service management for 10 years. I have never in my 20 + years of working experience seen such incredibly shocking and unacceptable service from a service provider.

Your customer service, or lack thereof will be the undoing of your business!

I have now emailed your company to cancel my order and am going with another service provider who has fibre lines in my complex.