Poor representation of Vumatel

I am writing to formally express my extreme dissatisfaction with the level of service I have received from Vumatel and its representatives over the past week.

I am genuinely astonished by the lack of professionalism, accountability, communication, and urgency demonstrated by the representatives I have been required to engage with in an effort to resolve what should be a straightforward matter.

My fibre service with Afrihost was cancelled on the evening of Tuesday, 2 June 2026. During my interaction with Afrihost, I was explicitly advised that the service had been successfully cancelled and that the line had been released. I was provided with reference number ***3 and informed that I would need to obtain a circuit release from Vumatel in order to proceed.

Acting on this advice, I contacted Vumatel's call centre on Wednesday, 3 June 2026, where I was informed that the circuit release process could take up to 72 hours to complete.

It has now been well beyond the stated timeframe, yet the matter remains unresolved.

To make matters worse, I contacted Vumatel again via the WhatsApp support channel on Sunday, 7 June 2026, providing a detailed explanation of the situation. The representative advised me that my line was "not open". This response directly contradicts the information displayed on Vumatel's own website. When I perform a coverage check on my address, I receive a notification stating:

"A service is already installed at this address."

I brought this discrepancy to the representative's attention and requested clarification. Rather than addressing the concern or providing any meaningful assistance, the representative simply stopped responding, leaving the matter unresolved and me without any explanation or next steps.

This morning, 8 June 2026, I once again attempted to obtain assistance, both telephonically and through Vumatel's WhatsApp support channels. Despite multiple attempts and numerous interactions, It has taken a representative more than 90 minutes to acknowledge/repond to me.

I've now relayed exactly what was stated yesterday and again, dead silence. I remain no closer to a resolution than I was nearly a week ago.

What is most concerning is not merely the delay itself, but the apparent absence of ownership, communication, and customer care throughout this process. I have received conflicting information from different representatives, no clear indication of the actual status of my line, no explanation for the delay, and no meaningful effort to resolve the issue. Instead, I have been forced to repeatedly chase Vumatel for updates while being met with indifference and, in one instance, complete silence.

As a customer attempting to activate a service, I find it unacceptable that such a basic administrative process has been allowed to drag on for this length of time without resolution. The lack of urgency and professionalism displayed by your support teams reflects very poorly on Vumatel and has resulted in an entirely avoidable and frustrating customer experience.