1 reviews | Active since Jan 2025
Constant Promises but no follow through (7+ working days)
I don't know what to do anymore.
My fibre termination point broke, I logged an issue on the 1st of January with my ISP Afrihost and received a Vuma ticket number. Its been 7 working days and nothing. I phone every day, promises are made but nothing happens, every day it gets "escalated" and I am told someone will contact me, but it doesn't happen. I don't think this can be escalated any further. I've been told to wait for calls and quotes as it might cost me something to repair, a fact which I accepted. I work from home, and was promised a 48 hour turnaround time. All previous Vuma experiences were positive, however this one is souring them all.
I am extremely frustrated, and which this could be attended to, it is a easy fix and low cost hardware, and should not be this complicated! I am highly considering terminating my contract and moving to OpenServe as they are also in the area with free fibre installs.
It seems like Afrihost logged my ticket as “New Installation”, instead of “Maintenance” causing the delay.
After chatting to a helpful Vuma agent (the 8th one), we created a brand new ticket under maintenance, and I was phoned within 10min to schedule a repair. They came out within 24h on a Saturday to fix the issue.
At least the technicians advised it was a fault in the fiber termination box. They just had to re-splice the cable, and everything worked again, and said it will cost me nothing! Thanks Britelink :)!
(I’m still keeping the review up, there should be seriously looked at the communication to clients, and between Afrihost and Vuma, I also feel one of the Vuma agents should’ve advised earlier that something is wrong, I constantly told them my line broke) I wish there was a way for me to see the ticket notes etc whilst waiting for repair, perhaps I could’ve catched the issue further, even though it is not my job.
Vuma/Britelink, thanks for the fast service once the ticket is correct.
It seems like Afrihost logged my ticket as “New Installation”, instead of “Maintenance” causing the delay.
After chatting to a helpful Vuma agent (the 8th one), we created a brand new ticket under maintenance, and I was phoned within 10min to schedule a repair. They came out within 24h on a Saturday to fix the issue.
At least the technicians advised it was a fault in the fiber termination box. They just had to re-splice the cable, and everything worked again, and said it will cost me nothing! Thanks Britelink :)!
(I’m still keeping the review up, there should be seriously looked at the communication to clients, and between Afrihost and Vuma, I also feel one of the Vuma agents should’ve advised earlier that something is wrong, I constantly told them my line broke) I wish there was a way for me to see the ticket notes etc whilst waiting for repair, perhaps I could’ve catched the issue further, even though it is not my job.
Vuma/Britelink, thanks for the fast service once the ticket is correct.