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JA
John A

1 reviews | Active since Dec 2017

07 Dec 2017, 14:55

Passing the buck

I signed a contract with Vumatel / Telkom. In stead of my speed being 4Mbps I was getting between 1.8 & 2,16. Phone Telkom they say it is Vumas problem. Phone Vuma they say it is Telkoms fault. After calling every day from the 17th November 2017 to 6th December I went to Telkom to cancel. I do not think the Telkom call agents know anything about fibre. One of the guys said "there is no crackling on the line" My ADSL was far better. The Vuma guys are helpful, but there is no interaction with the jerks from Telkom.

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Replies (3)
Vumatel
Vumatel's reply07 Dec 2017, 16:09
Official

Good day John

We apologise for any inconvenience caused and understand your frustration. We will follow up with the support team now so that they can investigate your query.

Kind Regards,

The VUMA Team

Best regards,

JA
John A's update07 Dec 2017, 17:17
Reviewer Update
Thank you. At the start I did ask if Vuma could call Telkom on my behalf as it would carry more weight , but was told by one of your agents that they do not call Telkom because they can't find anyone there that knows anything about fibre. I sincerely believe that, because one of the Telkom agents told me the line should be OK as he could not hear any crackling.
JA
John A's update08 Dec 2017, 19:54
Reviewer Update
The Buck Has Been Shot. The "ACCESS TYPE" on my customer portal was changed by Telkom from DSL to Vuma on the 7th (Yesterday) at 07:00:34. Unfortunately no speed increase. After a call to Telkom support and being transferred to sales for a "Speed Upgrade" I was told that Telkom only promise "UP TO 4M" as a best case scenario, and that 1.8 to 2.16 was OK. After a number of rude words I slammed the phone down. On investigation, going deeper in the customer portal I found some settings called "Prioritisation". Guess what, it was "ENABLED" and set to maximum D/Load 2m Maximum U/Load .5. I disabled it and now it is working at over 4m. Now why could Telkom not have seen something like that.