GT
Gavin T
1 reviews | Active since May 2013
11 Apr 2018, 13:37
Bad communication causing slow repair.
I have a fibre installation from Vuma. I lost access to Internet, and on the evening 4 April a team came out and established that the pretemp cable (from my CPE to the MDB box) was broken. The next morning, a team came again, but as I didn't know that they would be arriving, I wasn't able to let them in. I received no communication from Vuma until 10 April, when a team again arrived without warning, and I was unable to let them in. They rearranged to come in the evening - but were not aware that the pretemp cable was broken, and didn't have supplies to fix it. So after waiting for the best part of a week, and rearranging my life to allow the team in, Vuma's lack of communication wasted my time, as the team couldn't fix the fault.
It's now 11 April, and I have not heard from Vuma again. It has now been a week since this fault was known and understood.
Besides failing to repair the line within a reasonable time period, Vuma have also wasted my time (and that of their employees) by failing to communicate properly about both the fault and their plans for repairing it. Having teams arrive without any prior warning is ridiculous.
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Replies (4)GT
Gavin T's updateReviewer Update
12 Apr 2018, 09:24A team finally arrived this morning, more than a week since the fault was known. Again, I had no warning of their arrival (besides the message above, at 5.14am, which did not contain a possible arrival time). And again, the team did not know what they were coming to repair, and so did not have the appropriate equipment. So of my three points above, only one was addressed, and Vumatel continues not just to fail to fix the problem, but to actually use up my time and waste it in the process of not solving the problem.
The team went to get the appropriate equipment, but returned later than they said, so I had had to leave. (If I'd had some warning, I could have remained.) They have promised to return at noon. I'd like to emphasize that this is not their fault, but the fault of the abysmal communication within Vumatel, even in dealing with queries where this communication had been complained about.
Perhaps you should point your maintenance teams to the Hello Peter complaints? My review above has more information than what was provided to this team.
GT
Gavin T's update12 Apr 2018, 09:24
Reviewer Update
A team finally arrived this morning, more than a week since the fault was known. Again, I had no warning of their arrival (besides the message above, at 5.14am, which did not contain a possible arrival time). And again, the team did not know what they were coming to repair, and so did not have the appropriate equipment. So of my three points above, only one was addressed, and Vumatel continues not just to fail to fix the problem, but to actually use up my time and waste it in the process of not solving the problem.
The team went to get the appropriate equipment, but returned later than they said, so I had had to leave. (If I'd had some warning, I could have remained.) They have promised to return at noon. I'd like to emphasize that this is not their fault, but the fault of the abysmal communication within Vumatel, even in dealing with queries where this communication had been complained about.
Perhaps you should point your maintenance teams to the Hello Peter complaints? My review above has more information than what was provided to this team.
GT
Gavin T's updateReviewer Update
12 Apr 2018, 12:50I came home from work at 12 to let them team do their work. By 12.30 they had not arrived, so I left. As on now, 12.50, they have still not come to the property.
Again, it's mildly inconvenient to me that they were unable to make the expected time, but nothing worth complaining about. What is completely unacceptable is that I get no communication about that fact.
Are a team with the appropriate information and equipment going to arrive with some warning, or should I cancel my fibre line? I am available (with appropriate warning) from 7pm tonight, and from 7am to 8.30am tomorrow morning.
GT
Gavin T's update12 Apr 2018, 12:50
Reviewer Update
I came home from work at 12 to let them team do their work. By 12.30 they had not arrived, so I left. As on now, 12.50, they have still not come to the property.
Again, it's mildly inconvenient to me that they were unable to make the expected time, but nothing worth complaining about. What is completely unacceptable is that I get no communication about that fact.
Are a team with the appropriate information and equipment going to arrive with some warning, or should I cancel my fibre line? I am available (with appropriate warning) from 7pm tonight, and from 7am to 8.30am tomorrow morning.
GT
Gavin T's updateReviewer Update
12 Apr 2018, 13:07The technicians arrived a few moments ago, and I was unable to let them in. They suggested that I wait to be contacted by Vumatel, rather than rearranging directly with them.
GT
Gavin T's update12 Apr 2018, 13:07
Reviewer Update
The technicians arrived a few moments ago, and I was unable to let them in. They suggested that I wait to be contacted by Vumatel, rather than rearranging directly with them.
GT
Gavin T's updateReviewer Update
12 Apr 2018, 15:44Vuma called me at 2.31 and told me that a team would be able to look at the problem at 4pm. I asked if there was the possibility of them coming later, hopefully as late as 7pm, and Vuma said they would get back to me about that. I have not yet heard back - it is now 3.44. I am unable to let the team in at 4pm, should they arrive then, especially given that I haven't heard back as whether they might arrive or not.
GT
Gavin T's update12 Apr 2018, 15:44
Reviewer Update
Vuma called me at 2.31 and told me that a team would be able to look at the problem at 4pm. I asked if there was the possibility of them coming later, hopefully as late as 7pm, and Vuma said they would get back to me about that. I have not yet heard back - it is now 3.44. I am unable to let the team in at 4pm, should they arrive then, especially given that I haven't heard back as whether they might arrive or not.