Assistance needed

Good day,

I need assistance please, I stay at Tyger waterfront as a tenant and need uncapped wifi due to lockdown. I enquired with Cybersmart and signed up for their month-to-month option as I may not need uncapped wifi from 2021. I signed up and agreed to the R1725 instillation of the terminal box and R999 activation fee. (https://shop.vumatel.co.za/package/E1uF6ODQt_)

SADV came and installed the terminal box on 29 July 2020 and Arashaad Williams of Cybersmart contacted me the day before regarding the ISP service offering (YOUR ORDER REFERENCE IS: VV-***). SADV first set a date and then cancelled for several weeks as there was a misunderstanding that Cybersmart was going to be the ISP. The landlord agreed to pay the instillation cost of R1 725 and I agreed to pay the R999 activation and monthly debit order.

I copied in support@lightsapeed , orders@lightspeed & *** and not a single person rep**** or contacted me in the weeks that followed once they installed the terminal box.

I followed up on 4 August 2020 #*** as no one had contact me to schedule a date. I followed up again on 11 August 2020 #*** I followed up with Cybersmart again same *** but no one contacted me.

On 17 August 2020, I followed up with Arashaad Williams yet again #*** as to what the status was regarding the instillation and no reply. In my mail, I advised this would be my last follow up.

On 19 August 2020, I emailed Samantha Chinamasa of SADV, who scheduled the instillation of the terminal box. I received no reply.

On 21 August 2020, I emailed Arashaad Williams and copied *** to cancel my agreement due to lack of service. Upon no one contacting me, I sent another email on 22 August 2020 to orders@lightspeed (attaching my original emails) for some to contact me sighting my frustration.

I have been using a capped line and paying out of bundle rates during the month which exceeded over R1 000.

On 25 August, after nearly a month and numerous follow ups, Shaun Mnyamana of Cybersmart emailed me saying " I would like to highly apologize for the inconvenienced caused by my colleagues with regards to delays on updating you. I can promise that those involved would be help accountable.

I tried calling the telephone number on your signature and i could not hear anybody on the other end of the line.

I wanted to know if there is anything we can do to retain your services with us? I have taken ownership of you query and can try by all means to make sure we can build a great customer relationship going forwards given the chance."

As I needed the wifi operational in August and the complete lack of service, I made the decision to approach Mind The Speed as an ISP. They contacted me timeously and have asked me to migrate my line to them in order to place an order to install the router.

I advised Shaun of Cybersmart that I was cancelling their service as there was absolutely none. He came back to me and advised that I am liable for the R 1725 (instillation of the terminal box), R999 activation fee and one months notice or R628 for uncapped wifi.

His reply:

"Good day

Thank you for your e-mail, Its unfortunate that you have decided to terminate and move your circuit from us as we would have loved to keep you as a Cybersmart client but we do respect your decision to move to another provide.

Please note that before we can release your circuit, as per the T's and C's you would be liable for the following costs, R999 activation cost, R1725 installation cost and the calendar month notice.

Please also note that these are direct cost we have incurred from Vumatel"

The R1 725 is regardless of ISP and landlord covers this, however, I am incredibly unhappy with the R999 activation fee and one-months notice R628.90, which was a result of their competence to simply reply to an email or call their customer waiting for the router to actually receive internet.

I am very happy with Mind The Speed because the actually value customer service. Vumatel needs to get involved when an ISP is at fault but imposes these charges when I, the customer, fully comp****.

I am out of pocket for the data I had to purchase waiting for Cybersmart to do their job and now I must folk out R999 + one months calendar notice R628.90.

I find this incredibly unfair. Please can a manager contact me.

Regards

so I needed the ISP to schedule a date to install the router. I called in the following week and spoke to a Cybersmart call centre agent and she advised me that SADV still had not marked the job as "done" on their side. She advised that she Out of frustration, I sent an email on 17 August 2020would tell Arashaad Williams to follow up with SADV and that someone should contact me the following week to schedule a date.