Infrastructure failure, Missed Appointments & 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(Homeconnect ), 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.