misleading information / lack of accurate direction

On the 25th June I app**** online for a fibre installation at our Cottage. After receiving an email saying my order was complete (with an order number included and all the details of the installation stated) I was satisfied that I had done my share. On the 29th June after not hearing anything else from Vumatel I decided to call the ISP whose package I had chosen on the Vumatel website. They proceeded to inform me that no order has come through from Vuma and that I needed to place the order with them. Which I then did.

After a whole back and fourth between the ISP and Vuma it turns out that the application for the line installation in our area CANNOT be done online - it HAS TO be app**** for by the ISP, as our area has overhead lines and not trenched lines. NOWHERE on Vumatel's website does it mention anything about this overhead vs trenched scenario and that you have to apply with your chosen ISP first - infact they even send you confirmation that your application is complete, when it cannot be completed by the client for overhead lines...

This has cost me 10 working days (out of 2-14) of waiting for an installation to be scheduled because a line order was never placed, and over 4 hours of telephonic communication trying to iron out the problem... Vumatel - you guys need to sort this out, you are making a lot of potential clients very very unhappy and irritated - and why is this left to the client to sort out?