AS
Atish S
1 reviews | Active since Nov 2020
21 Aug 2024, 08:38
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My ISP reported that the fibre line is down and that the company who installed the fibre line i.e., Vumatel is requested to investigate and/or send out technicians. It has been more than 24 hours without internet or contact from an agent. Vumatel simply reverts me back to my ISP via an automated response. This level of service is astounding! Why are companies like Vumatel allowed to install fibre lines in an area if they cannot take responsibility for mishaps. Let alone correct anything that does go wrong in a timely manner?
Had I been 24 hours late with payment, I would be held liable for penalties. What are the repercussions for a service provider not holding up their end?
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Replies (2)
Vumatel's replyOfficial
21 Aug 2024, 11:34Good day, Atish Sewpersadh.
Thank you for getting in touch.
We are sorry for the experience. Kindly note that for any issues regarding your connection, your initial point of contact should be your ISP (Internet Service Provider). It's essential as they can help troubleshoot on their end and determine if the problem lies with the fiber provider (us). If it's fiber-related, a ticket with Vumatel will be raised.
We have received the ticket from your ISP and it has been assigned to our maintenance team and they will attend to it according to their queue.
Kind regards
The Vuma Team
Thank you for getting in touch.
We are sorry for the experience. Kindly note that for any issues regarding your connection, your initial point of contact should be your ISP (Internet Service Provider). It's essential as they can help troubleshoot on their end and determine if the problem lies with the fiber provider (us). If it's fiber-related, a ticket with Vumatel will be raised.
We have received the ticket from your ISP and it has been assigned to our maintenance team and they will attend to it according to their queue.
Kind regards
The Vuma Team
Vumatel's reply21 Aug 2024, 11:34
Official
Good day, Atish Sewpersadh.
Thank you for getting in touch.
We are sorry for the experience. Kindly note that for any issues regarding your connection, your initial point of contact should be your ISP (Internet Service Provider). It's essential as they can help troubleshoot on their end and determine if the problem lies with the fiber provider (us). If it's fiber-related, a ticket with Vumatel will be raised.
We have received the ticket from your ISP and it has been assigned to our maintenance team and they will attend to it according to their queue.
Kind regards
The Vuma Team
Thank you for getting in touch.
We are sorry for the experience. Kindly note that for any issues regarding your connection, your initial point of contact should be your ISP (Internet Service Provider). It's essential as they can help troubleshoot on their end and determine if the problem lies with the fiber provider (us). If it's fiber-related, a ticket with Vumatel will be raised.
We have received the ticket from your ISP and it has been assigned to our maintenance team and they will attend to it according to their queue.
Kind regards
The Vuma Team
AS
Atish S's updateReviewer Update
22 Aug 2024, 16:20Good day
It has been 42 hours since the ticket was opened with Vumatel via my ISP. My internet has not been restored, and a technician has not come out to assess the fibre line.
I lost two days of work due to no internet connection. Note, my ISP was my first point on contact. They are apparently waiting for a response from Vumatel since 10 am today.
Vumatel’s turnaround time is ********** and service unprofessional.
It has been 42 hours since the ticket was opened with Vumatel via my ISP. My internet has not been restored, and a technician has not come out to assess the fibre line.
I lost two days of work due to no internet connection. Note, my ISP was my first point on contact. They are apparently waiting for a response from Vumatel since 10 am today.
Vumatel’s turnaround time is ********** and service unprofessional.
AS
Atish S's update22 Aug 2024, 16:20
Reviewer Update
Good day
It has been 42 hours since the ticket was opened with Vumatel via my ISP. My internet has not been restored, and a technician has not come out to assess the fibre line.
I lost two days of work due to no internet connection. Note, my ISP was my first point on contact. They are apparently waiting for a response from Vumatel since 10 am today.
Vumatel’s turnaround time is ********** and service unprofessional.
It has been 42 hours since the ticket was opened with Vumatel via my ISP. My internet has not been restored, and a technician has not come out to assess the fibre line.
I lost two days of work due to no internet connection. Note, my ISP was my first point on contact. They are apparently waiting for a response from Vumatel since 10 am today.
Vumatel’s turnaround time is ********** and service unprofessional.