Horrific experience trying to get connected

I subscribed to CoolIdeas on 25 May 2018 for a fiber line. On 12 or 13 June 2018 I contacted CoolIdeas to follow up on the installation by Vumatel and logged an escalated query for the installation.

Vumatel scheduled the installation for 19 June 2018. The installation team came on 19 June 2018 but did not complete the installation claiming that they had ryn out of cable. They told me that someone would come through later that day or the next to complete the job.

No one came.

I again contacted CoolIdeas and they logged a query with ticket number 22121 on 21 June 2018.

Still no one came.

I had to call numerous time to finally be put in touch with Jabu from the installations department who told me that a team would come on 23 June 2018.

Again no one came.

My husband then took on the issue.

He has been phoning numerous times since 25 June 2018 trying to get this resolved. In addition to various call center agents he has dealt with a manager by the name of Niels and a Christopher from the installations department.

2 teams have arrived and both claim that there is a break in the wire but dont do anything about it. They just say someone will come the next day to fix it. As usual, no one comes and my husband has to phone (again) to find out what is going on.

This is truly the worst service I've ever received- worse even than Telkom. And that's saying something. Especially as we canceled our Telkom line in favour of CoolIdeas and Vumatel.

What makes it worse is that we are forced to use Vumatel as CoolIdeas told us that Vumatel is the only wireless service provider in the area. This means that we cannot even go to another service provider who might be able to get this 1 simple thing right. Surely this is in contravention of the CPA and the Competition Act?

It has been 28 business days since I subscribed with CoolIdeas (and Vumatel) and we still dont have the service. Truely disgusting.

I work from home and my business has been directly effected by not having internet access. In addition, we have had to continuously make ourselves available to be at home on case Vumatel arrives (which they usually dont) and this is also causing problems with both my work and my husband's. Also, we have spent hundreds of rands on airtime phoning Vumatel trying to get them to provide their service in line with their own Code of Conduct.

I demand that Vumatel immediately finish the installation at my property, failing which I will report this to ICASA, the ombudsman, CoolIdeas, the National Consumer Commission and the media.

Also, given the costs we have incurred trying to resolve this and the damages my business has suffered, it is only fair that Vumatel waives any installation/connection fees that it may try to claim.