A Week Without WiFi & No Resolution from Home Connect and Vumatel

Complaint: A Week Without WiFi and No Resolution from Home-Connect

I have been without WiFi since last Saturday (09/11/2024), and despite numerous follow-ups, the issue is still unresolved.

I logged a ticket on Monday and called repeatedly during the week, only to be told that I’d receive a message when a technician was allocated. On Wednesday at 20:08, I received this message:

“Dear valued customer, kindly note that (Vumatel) is still working on resolving your internet query. Please expect an update from our team tomorrow morning. Regards, Home-Connect Support.”

No further updates have been provided since then.

I followed up on Thursday and Friday, and each time, I was told the issue had been escalated to Vumatel but that no technician had been allocated. I even called again this morning and was assured that someone would call me back with feedback.

It’s now been a full week without any progress, no technician, no ETA, and no communication to help me understand when this will be resolved. While I understand that the matter has been escalated, I need to know: • Who this has been escalated to, • When I can expect feedback, • How long this process is expected to take.

This level of service is unacceptable. A week without WiFi, no updates, and no clarity on the next steps reflects poorly on both Home-Connect and Vumatel. I expect urgent attention to this matter and a concrete resolution immediately.

Kind regards, [Malehlohonolo] Reference number: 848741

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