MD
Melisha D
1 reviews | Active since Aug 2023
18 Dec 2024, 17:32
Extremely Disappointed with Vumatel's Service
My experience with Vumatel has been extremely frustrating. Despite using their service, I encountered significant issues with my fibre connection. When I initially contacted them for assistance, I was told to speak to my ISP, Mweb, because they couldn't help. This response is pathetic, given that I am using their infrastructure.
As a result, my internet speed remains abysmal, and I am unable to perform my work effectively. Vumatel's inability to provide support or address the issue is unacceptable. I expected better service from a company of their stature.
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Replies (2)
Vumatel's replyOfficial
19 Dec 2024, 19:50Thank you for your response.
Please contact your ISP (internet service provider) as the first point of contact when experiencing connection issues. ISPs are responsible for providing internet services to customers, and they have the necessary tools and resources to troubleshoot and resolve many common connectivity problems. When you contact your ISP about a connection issue, they will typically guide you through some troubleshooting steps to determine the nature of the problem. If, after troubleshooting, the ISP determines that the problem lies with the fiber provider (in this case, "us"), they will log a ticket to escalate the issue to the appropriate team for further investigation and resolution. This helps ensure that the responsible party addresses the problem, as different components of the internet infrastructure may be managed by different entities. By following this process and involving your ISP as the initial point of contact, you can streamline the troubleshooting and resolution process, ultimately helping to resolve the connection issue more efficiently.
Kind regards
The Vuma team
Please contact your ISP (internet service provider) as the first point of contact when experiencing connection issues. ISPs are responsible for providing internet services to customers, and they have the necessary tools and resources to troubleshoot and resolve many common connectivity problems. When you contact your ISP about a connection issue, they will typically guide you through some troubleshooting steps to determine the nature of the problem. If, after troubleshooting, the ISP determines that the problem lies with the fiber provider (in this case, "us"), they will log a ticket to escalate the issue to the appropriate team for further investigation and resolution. This helps ensure that the responsible party addresses the problem, as different components of the internet infrastructure may be managed by different entities. By following this process and involving your ISP as the initial point of contact, you can streamline the troubleshooting and resolution process, ultimately helping to resolve the connection issue more efficiently.
Kind regards
The Vuma team
Vumatel's reply19 Dec 2024, 19:50
Official
Thank you for your response.
Please contact your ISP (internet service provider) as the first point of contact when experiencing connection issues. ISPs are responsible for providing internet services to customers, and they have the necessary tools and resources to troubleshoot and resolve many common connectivity problems. When you contact your ISP about a connection issue, they will typically guide you through some troubleshooting steps to determine the nature of the problem. If, after troubleshooting, the ISP determines that the problem lies with the fiber provider (in this case, "us"), they will log a ticket to escalate the issue to the appropriate team for further investigation and resolution. This helps ensure that the responsible party addresses the problem, as different components of the internet infrastructure may be managed by different entities. By following this process and involving your ISP as the initial point of contact, you can streamline the troubleshooting and resolution process, ultimately helping to resolve the connection issue more efficiently.
Kind regards
The Vuma team
Please contact your ISP (internet service provider) as the first point of contact when experiencing connection issues. ISPs are responsible for providing internet services to customers, and they have the necessary tools and resources to troubleshoot and resolve many common connectivity problems. When you contact your ISP about a connection issue, they will typically guide you through some troubleshooting steps to determine the nature of the problem. If, after troubleshooting, the ISP determines that the problem lies with the fiber provider (in this case, "us"), they will log a ticket to escalate the issue to the appropriate team for further investigation and resolution. This helps ensure that the responsible party addresses the problem, as different components of the internet infrastructure may be managed by different entities. By following this process and involving your ISP as the initial point of contact, you can streamline the troubleshooting and resolution process, ultimately helping to resolve the connection issue more efficiently.
Kind regards
The Vuma team
MD
Melisha D's updateReviewer Update
20 Dec 2024, 14:13Dear Vuma Team,
Thank you for your response.
I want to reiterate that I have already contacted my ISP, Mweb, and provided them with all the necessary details. Unfortunately, the only response I received was an automated message, which I have shared with you. This clearly indicates that Mweb is not addressing the issue, hence my decision to contact Vumatel directly.
The continued poor performance of my fibre connection is not only unacceptable but also severely impacts my ability to work effectively. It is clear that the reliance on an unresponsive ISP is part of the problem, and I am incredibly frustrated by the lack of direct support from Vumatel.
I urge Vumatel to take immediate action to resolve this issue and not to deflect responsibility back to an ISP that is not engaging in meaningful support. Please sort this issue out as soon as possible
MD
Melisha D's update20 Dec 2024, 14:13
Reviewer Update
Dear Vuma Team,
Thank you for your response.
I want to reiterate that I have already contacted my ISP, Mweb, and provided them with all the necessary details. Unfortunately, the only response I received was an automated message, which I have shared with you. This clearly indicates that Mweb is not addressing the issue, hence my decision to contact Vumatel directly.
The continued poor performance of my fibre connection is not only unacceptable but also severely impacts my ability to work effectively. It is clear that the reliance on an unresponsive ISP is part of the problem, and I am incredibly frustrated by the lack of direct support from Vumatel.
I urge Vumatel to take immediate action to resolve this issue and not to deflect responsibility back to an ISP that is not engaging in meaningful support. Please sort this issue out as soon as possible