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Nico N

1 reviews | Active since Mar 2018

07 Dec 2018, 12:03

Failing to delivery and failing to rectify failure

1. My fibre installation was scheduled for 15 September 2018. The Vuma sub-contractor came through to my property, pulled the fiber into my house and mounted the CPE. I was promised that some other person would come on the same day to terminate the fiber in the CPE. That has to date not happened!

2. Vuma logged calls with Reference Nos 104412 and 71166 on 17 September 2018 to complete the termination of the fiber, provision and activate the line.

3. On 21 September 2018 Vuma promised by SMS and email that by "the latest" 28 September 2018, the line would be up and running. Nothing, happened until 5 October 2018!

4. On 8 October 2018 Vuma confirmed by SMS that above ticket 71166 was closed. No idea what that means and if any thing was done in fact.

5. On 27 October 2018 the Vuma sub-contractor contacted me and it was agreed and confirmed that they would come through to complete their job on 8 December 2018 (ample time to prepare one would assume).

6. Today 7 December 2018 the sub-contractor contacted me again to tell me that they cannot honour their appointment for 8 December 2018, which we had agreed to over a month ago. Instead they would only come on 10 December 2018.

7. The sub-contractor has forgotten, that they had already installed the fiber and CPE and that only the fiber termination is to be carried out. So they would have sent the wrong team on 10 December, and maybe will still do. I would not be surprised.

You will surely understand that my patience with Vuma's failing processes and contractors is beyond being depleted.

I am making arrangements for alternative connectivity without Vumatel.

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Replies (2)
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Nico N's update10 Dec 2018, 16:51
Reviewer Update
Ok here is the update on the performance: 1. The sub-contractor did not show up and did not even contact me why they can again not make the agreed time. 2. Vumatel is informing me that my line is up and running and they would even see a Telkom Mac on their side. 3. I have no services from Telkom, the CPE is not online and my ISP, which is not Telkom is waiting for Vumatel to finish the installation. Whatever Vumatel is seeing and responding to me, has nothing to do with me. My Vumatel reference is VT-26 ********** 64. 4. And the CPE and line remains dead and offline.
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Nico N's update12 Dec 2018, 10:21
Reviewer Update
Credit where credit is due: 1. There is a gentleman at Vumatel by the name of Timmy, who takes ownership of an issue, understands it and makes a plan to resolve it. 2. Raymond who came through, is competent to understand the problem and resolves it. Thank you to these two gentlemen. You are a rare species amongst the rest I have been in touch with. To all people out there: For your sanity when dealing with Vumatel, insist that you do not get served by Picture Perfect Installations, a Vuma sub-contractor. They are entirely *********** and unreliable! Keep clear of them!