Great products but ******* client service

Ironically I have received both Good and Bad service from Vumatel.

I had my line installed in May 2020, Internet speed is great and hardly any downtime.

About a month ago I asked one of Vumatel's field technicians on how to move my router from one side of the room where its mounted to the other side of the same room. The tech told me I should be able to move it myself because it is standard procedure for them to leave extra cabling for allowance called a slack. He even showed me that the cabling package per household they install for already has the slack included. When I check if my installation has this slack I notice that the cabling doesn't allow for any route relocation even in the same room.

7 of my neighbors had Vuma Reach installed shortly after me and when I checked their setup, the slack is included and they can move their routers shnould they need to. I then contacted Vumatel to inquire about this. I was told that the slack is only left during installation at the installing technician's discretion and that its not a must, furthermore I was then told that I would have to pay R1750 to have the slack included, this is the same charge as for people that are relocating and wish to have a new installation. So disappointing cause the product itself is awesome but client service on the other hand is *******