Shocking customer service

I am writing to formally lodge a complaint regarding the prolonged failure of my fibre internet service and the lack of effective resolution despite repeated engagements with your support teams.

For the past several months, we have experienced ongoing issues with our internet connection. During this time, we have made numerous attempts to resolve the matter through your call centre. Last week, we were advised that the issue was due to an outdated router and that it required replacement. Acting on this guidance, I purchased a new router at my own expense. Unfortunately, this has not resolved the issue, confirming that the initial diagnosis provided was incorrect.

Subsequently, we were informed that a technician from Vumatel would need to be dispatched to address the fault. It has now been over a week, and despite multiple follow-ups with both your team and the network provider, we have repeatedly been promised that a technician would contact us. To date, no such contact has been made, and no appointment has been scheduled.

This situation has had a significant impact on our household, as we work from home and are currently unable to perform our duties due to the lack of internet connectivity. The extended downtime is causing ongoing disruption and financial loss.

Given the circumstances, I request the following as a matter of urgency:

Immediate confirmation of a scheduled technician visit with a firm date and time A clear explanation of the root cause of the issue Reimbur*****t or account credit for the unnecessary router purchase, based on incorrect advice provided Consideration of a service credit for the extended period without a functioning connection

If this matter is not resolved within 48 hours of this correspondence, I will have no alternative but to escalate the complaint and consider cancelling the service.

I trust that this issue will now receive the urgent attention it requires. Please treat this as a formal escalation.