SM
Siphiwe M
1 reviews | Active since Nov 2015
17 Nov 2022, 07:13
Bad service
Ever since I have had vumatel prepaid in soweto I have noted with frustration that the service gets cut off two hours or more a month. I pay for 28 days yet get service for less. Is it because this is best effort? Or is it because of my geographical location? Because this amounts to over 24hours a year per user. Is vumatel running a ****? Why don't they proactively report connectivity issues yet voucher expiry is done?
Helpful (0)
Replies (11)0
Replies (11)SM
Siphiwe M's updateReviewer Update
17 Nov 2022, 07:23Ticket number: ISP-963613, logged
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Siphiwe M's update17 Nov 2022, 07:23
Reviewer Update
Ticket number: ISP-963613, logged
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Siphiwe M's updateReviewer Update
17 Nov 2022, 19:23I have no service looks like my cofigs have been reset without my consent nor me being informed.
What customer experience is this?
What customer experience is this?
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Siphiwe M's update17 Nov 2022, 19:23
Reviewer Update
I have no service looks like my cofigs have been reset without my consent nor me being informed.
What customer experience is this?
What customer experience is this?
SM
Siphiwe M's updateReviewer Update
17 Nov 2022, 22:25No service still 22h00
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Siphiwe M's update17 Nov 2022, 22:25
Reviewer Update
No service still 22h00
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Siphiwe M's updateReviewer Update
17 Nov 2022, 22:25image.png 1.73 MB
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Siphiwe M's update17 Nov 2022, 22:25
Reviewer Update
image.png 1.73 MB
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Siphiwe M's updateReviewer Update
18 Nov 2022, 06:3024 hours later still frustrated. No connectivity
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Siphiwe M's update18 Nov 2022, 06:30
Reviewer Update
24 hours later still frustrated. No connectivity
Vumatel's replyOfficial
18 Nov 2022, 09:43Good day
Thank you for taking our call. We have escalated the matter to the support team to provision the line.
Regards
The Vuma Team
Thank you for taking our call. We have escalated the matter to the support team to provision the line.
Regards
The Vuma Team
Vumatel's reply18 Nov 2022, 09:43
Official
Good day
Thank you for taking our call. We have escalated the matter to the support team to provision the line.
Regards
The Vuma Team
Thank you for taking our call. We have escalated the matter to the support team to provision the line.
Regards
The Vuma Team
SM
Siphiwe M's updateReviewer Update
18 Nov 2022, 09:45My router [OLT] was reconfigured to SW-1*** without any communication, I pressed the rest button trying to reconfigure that did not help. Defaulted back to SW. Sadly 09h40 almost 12hours later I get a call I shouldn't have pressed the reset button. This outtage has made me realize that customer experience is not priority here. Since Vuma is fibre monopoly one has to accept poor service. I am not happy at all.
SM
Siphiwe M's update18 Nov 2022, 09:45
Reviewer Update
My router [OLT] was reconfigured to SW-1*** without any communication, I pressed the rest button trying to reconfigure that did not help. Defaulted back to SW. Sadly 09h40 almost 12hours later I get a call I shouldn't have pressed the reset button. This outtage has made me realize that customer experience is not priority here. Since Vuma is fibre monopoly one has to accept poor service. I am not happy at all.
Vumatel's replyOfficial
18 Nov 2022, 10:19Good day Siphiwe
Thank you for taking my call. As per our conversation, your ONT configuration was disrupted by you changing the SSID and clicking the reset button on the ONT.
We have reconfigured the ONT to the default credentials and the service has been reconnected.
Regards
The Vuma Team
Thank you for taking my call. As per our conversation, your ONT configuration was disrupted by you changing the SSID and clicking the reset button on the ONT.
We have reconfigured the ONT to the default credentials and the service has been reconnected.
Regards
The Vuma Team
Vumatel's reply18 Nov 2022, 10:19
Official
Good day Siphiwe
Thank you for taking my call. As per our conversation, your ONT configuration was disrupted by you changing the SSID and clicking the reset button on the ONT.
We have reconfigured the ONT to the default credentials and the service has been reconnected.
Regards
The Vuma Team
Thank you for taking my call. As per our conversation, your ONT configuration was disrupted by you changing the SSID and clicking the reset button on the ONT.
We have reconfigured the ONT to the default credentials and the service has been reconnected.
Regards
The Vuma Team
SM
Siphiwe M's updateReviewer Update
18 Nov 2022, 10:21Service restored, the explanation farfetched however my service has been restored. I'm told I will never experience outtages again. RCA I'm told is because I configured username after over 6months I'm told my username was the reason for outtages. I'm not convinced.
SM
Siphiwe M's update18 Nov 2022, 10:21
Reviewer Update
Service restored, the explanation farfetched however my service has been restored. I'm told I will never experience outtages again. RCA I'm told is because I configured username after over 6months I'm told my username was the reason for outtages. I'm not convinced.
SM
Siphiwe M's updateReviewer Update
18 Nov 2022, 14:39[11/18, 09:47] CPWHERE: If my internet is down how do you expect me to log on there?
[11/18, 09:47] Home VUMA Connect Wats: Thank you for contacting Home Connect, you will be directed to the next available agent
[11/18, 10:01] CPWHERE: I'm connected, may I please have an RCA
[11/18, 10:43] Home VUMA Connect Wats: Good day, Siphiwe thank you for contacting Home-Connect. Kindly note that there was a network outage last week, the POP box connecting the affected areas went down. The Multiple disconnects from yesterday are suspected to have been from the same POP box. Your ONT device was reprovisioned ( reconfigured) to restore the service
[11/18, 10:54] Home VUMA Connect Wats: Due to no response, kindly note that this chat will now be closed. Kindly advise should you require any further assistance
[11/18, 09:47] Home VUMA Connect Wats: Thank you for contacting Home Connect, you will be directed to the next available agent
[11/18, 10:01] CPWHERE: I'm connected, may I please have an RCA
[11/18, 10:43] Home VUMA Connect Wats: Good day, Siphiwe thank you for contacting Home-Connect. Kindly note that there was a network outage last week, the POP box connecting the affected areas went down. The Multiple disconnects from yesterday are suspected to have been from the same POP box. Your ONT device was reprovisioned ( reconfigured) to restore the service
[11/18, 10:54] Home VUMA Connect Wats: Due to no response, kindly note that this chat will now be closed. Kindly advise should you require any further assistance
SM
Siphiwe M's update18 Nov 2022, 14:39
Reviewer Update
[11/18, 09:47] CPWHERE: If my internet is down how do you expect me to log on there?
[11/18, 09:47] Home VUMA Connect Wats: Thank you for contacting Home Connect, you will be directed to the next available agent
[11/18, 10:01] CPWHERE: I'm connected, may I please have an RCA
[11/18, 10:43] Home VUMA Connect Wats: Good day, Siphiwe thank you for contacting Home-Connect. Kindly note that there was a network outage last week, the POP box connecting the affected areas went down. The Multiple disconnects from yesterday are suspected to have been from the same POP box. Your ONT device was reprovisioned ( reconfigured) to restore the service
[11/18, 10:54] Home VUMA Connect Wats: Due to no response, kindly note that this chat will now be closed. Kindly advise should you require any further assistance
[11/18, 09:47] Home VUMA Connect Wats: Thank you for contacting Home Connect, you will be directed to the next available agent
[11/18, 10:01] CPWHERE: I'm connected, may I please have an RCA
[11/18, 10:43] Home VUMA Connect Wats: Good day, Siphiwe thank you for contacting Home-Connect. Kindly note that there was a network outage last week, the POP box connecting the affected areas went down. The Multiple disconnects from yesterday are suspected to have been from the same POP box. Your ONT device was reprovisioned ( reconfigured) to restore the service
[11/18, 10:54] Home VUMA Connect Wats: Due to no response, kindly note that this chat will now be closed. Kindly advise should you require any further assistance
SM
Siphiwe M's updateReviewer Update
18 Nov 2022, 14:40Was it me or POP box? Network outage as per watsapp?
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Siphiwe M's update18 Nov 2022, 14:40
Reviewer Update
Was it me or POP box? Network outage as per watsapp?