1 reviews | Active since Feb 2026
Infrastructure failure, Missed Appointment & Inadequate Technical Support
This is my last resolution regarding the ongoing failure to provide a stable & reliable fibre service.
I have engaged extensively with my ISP(Vodacom ), who have confirmed that they have exhausted all possible troubleshooting steps on their side. They have made it clear that the recurring outages and faults are infrastructure-related and fall entirely under Vumatel’s responsibility. At this point, their hands are tied because the issue does not originate with the ISP, but with Vumatel’s network.
Despite this, the same fault continues to occur on a monthly basis. Technicians are repeatedly dispatched, apply temporary fixes, and leave without resolving the root cause. This ongoing cycle clearly indicates that the issue is either not being correctly diagnosed or that the technicians attending are not adequately qualified to resolve it.
In addition, today at 12:40, a technician contacted me to confirm my address and stated that he was on his way. No technician arrived, and no further communication was provided. This behaviour is unprofessional and demonstrates a complete disregard for a paying customer’s time.
To be clear, I am not requesting apologies. I am requesting action.
Vumatel is required to: • Identify and permanently resolve the underlying infrastructure fault • Ensure that a suitably qualified and experienced technician who is capable of diagnosing and resolving this issue correctly is dispatched to my premises • Honour all scheduled technical appointments without exception • Restore a stable and reliable service without further delays
I am paying for a service that is not being consistently delivered, while incurring additional costs for mobile data due to Vumatel’s ongoing infrastructure failures. The continued back-and-forth while billing remains unchanged is unacceptable.
At this stage, Vumatel must either deliver the service being billed for or formally acknowledge its inability to do so.
I expect immediate escalation and written confirmation of the corrective action being implemented.
I am writing to formally demand an immediate refund for a Vumatel Fibre service ordered through Vodacom ISP that was never installed.
Account Details
Full Name: LT Dladla
ID Number: ***
Service Address: 46 Phola place, Chesterville,Durban
Vodacom AR/Account Number: AR ***
SR Number: SR***
Amount Paid: R309.00 on 31 January 2026
Proof of payment attached :R309.00
Sequence of Events
1. 31 Jan 2026: I paid for Vumatel Fibre via Vodacom.
2. 2 Feb 2026: Vodacom technicians arrived but refused to install, stating they “can’t find DBs” and that Vumatel must send a technician to install a DB. Your sales agent told me they should use the nearest DB. Your technical team later said they “don’t dig more than 50m,” yet my house is _less than 50m_ from the DB. My neighbors were given the same excuse.
3. 9-12 Feb 2026: I requested a refund. I was told a ticket was logged but given no reference number. I submitted ID copy, proof of account, proof of payment, and AR number via WhatsApp as requested. I received no response.
4. After Hellopeter complaint: An agent finally confirmed no refund ticket was ever logged Nosihle maldaki — only an install ticket. She created SR
5. 21+ days later: No refund received despite follow-ups. I am now told _“Your Siebel Related email Query / Service Request / Service Call cannot be processed as the SR has been closed.”_
Staff interactions
I experienced dismissive/rude service from agents Muzi, Silindile, and Ntombomthetho during my calls Only Owethu/olwethu and Nosihle was willing to help.
Legal Position
Under Section 54 of the Consumer Protection Act 68 of 2008, I am entitled to a full refund for a service not rendered within a reasonable time. Under ICASA regulations, ISPs must resolve billing disputes within 14 days. It has been over 21 business days since the correct SR was logged, and over 70 days since payment.
Demand
I demand the full refund of R309.00 be processed into the bank account provided within 5 business days from the date of this email, - business days from today, 21 Apr 2026 = 28 Apr 2026
If I do not receive written confirmation that the refund has been processed by that date, I will proceed without further notice to:
1. Lodge formal complaints with ICASA and the National Consumer Commission, and
2. Pursue the matter through the Small Claims Court and public consumer forums.
All correspondence is being documented. Please do not close any further tickets without resolution.
i've Attached Proof of payment, ID copy and proof of bank account
Regards,
LT Dladla
***
***
I am writing to formally demand an immediate refund for a Vumatel Fibre service ordered through Vodacom ISP that was never installed.
Account Details
Full Name: LT Dladla
ID Number: ***
Service Address: 46 Phola place, Chesterville,Durban
Vodacom AR/Account Number: AR ***
SR Number: SR***
Amount Paid: R309.00 on 31 January 2026
Proof of payment attached :R309.00
Sequence of Events
1. 31 Jan 2026: I paid for Vumatel Fibre via Vodacom.
2. 2 Feb 2026: Vodacom technicians arrived but refused to install, stating they “can’t find DBs” and that Vumatel must send a technician to install a DB. Your sales agent told me they should use the nearest DB. Your technical team later said they “don’t dig more than 50m,” yet my house is _less than 50m_ from the DB. My neighbors were given the same excuse.
3. 9-12 Feb 2026: I requested a refund. I was told a ticket was logged but given no reference number. I submitted ID copy, proof of account, proof of payment, and AR number via WhatsApp as requested. I received no response.
4. After Hellopeter complaint: An agent finally confirmed no refund ticket was ever logged Nosihle maldaki — only an install ticket. She created SR
5. 21+ days later: No refund received despite follow-ups. I am now told _“Your Siebel Related email Query / Service Request / Service Call cannot be processed as the SR has been closed.”_
Staff interactions
I experienced dismissive/rude service from agents Muzi, Silindile, and Ntombomthetho during my calls Only Owethu/olwethu and Nosihle was willing to help.
Legal Position
Under Section 54 of the Consumer Protection Act 68 of 2008, I am entitled to a full refund for a service not rendered within a reasonable time. Under ICASA regulations, ISPs must resolve billing disputes within 14 days. It has been over 21 business days since the correct SR was logged, and over 70 days since payment.
Demand
I demand the full refund of R309.00 be processed into the bank account provided within 5 business days from the date of this email, - business days from today, 21 Apr 2026 = 28 Apr 2026
If I do not receive written confirmation that the refund has been processed by that date, I will proceed without further notice to:
1. Lodge formal complaints with ICASA and the National Consumer Commission, and
2. Pursue the matter through the Small Claims Court and public consumer forums.
All correspondence is being documented. Please do not close any further tickets without resolution.
i've Attached Proof of payment, ID copy and proof of bank account
Regards,
LT Dladla
***
***