“Paying for 1 Gbps, Getting 250 Mbps – UrbanX/Vumatel Admit It’s Fine But Won’t Fix It

Urbanx / Vumatel

**Rating: 1/5** **Title:** 6 Months of *****ulent 1 Gbps Fibre Service – Still Capped at ~250 Mbps Despite All “Fixes” and Vumatel Confirming Everything is Perfect

UrbanX (Vumatel network) customer on a supposed **uncontended 1 Gbps/100 Mbps** package.

What I actually get every single day: **250–290 Mbps down / ~220 Mbps up** – less than 30% of what I’m paying for.

Timeline of the nightmare: - First fault logged: **Ticket 16543 – 23 May 2025** - Current active ticket: **Ticket 25487 – opened 14 September 2025** (still unresolved) - Technician dispatched this past week (November 2025) – midcoupler cleaned, all tests passed - Vumatel has repeatedly confirmed (in writing and on recorded calls): – No network abnormalities – Port is completely uncongested – I am the **only user** on this dedicated line – Signal levels perfect

Yet speeds never move above ~280 Mbps.

On 14 November 2025 I sent a formal notice of material breach with five clear demands (Level 3 engineer, full diagnostics, pro-rata credits, temporary uncap, 17:00 deadline). UrbanX’s only reply (same day): > “Please note that this matter has been escalated to my manager, who is escalating it further to the Vumatel escalation team. I’m currently awaiting feedback…”

Same scripted nonsense I’ve been getting for six straight months.

This is no longer “technical difficulties”. This is deliberate non-delivery while happily billing me in full every month.

I pay for 1 000 Mbps. I get 250 Mbps. They admit everything on their side is fine. And they still do absolutely nothing.

As of today (17 November 2025) I am escalating to: - ICASA Complaints Commission (complaint lodged today) - Consumer Goods & Services Ombudsman - Attorney demand letter / Small Claims Court

To anyone thinking of signing up with UrbanX or trusting Vumatel’s “1 Gbps uncontended” promises – don’t. You will be sold a premium product that simply does not exist, and both companies will string you along forever.

Ticket references: 16543 (23 May 2025) → 25487 (14 Sep 2025 – still open, no resolution in sight)

Full paper trail, speed tests, call recordings, and technician reports available.

Will update this review when ICASA or the courts finally force them to either deliver the service or refund every cent I’ve wasted.

Extremely disappointed and feel 100% ****med. 17 November 2025