Shocking service and still no internet two months after installation

A summary of my experience, from start to finish

1. I preordered sometime in March/April 2017 2. My suburb went live 3. I followed up awhile later, in August, and after numerous emails the fibrehood manager for Waterval Estate eventually got back to me. My order was not on the system 4. He logged a new order for me on 7 September 2017 5. I followed up when I hadn’t heard anything on the 6 November. The fibrehood manager rep**** to confirm my address 6. He confirmed that my order was under the wrong address. He said that he’d rectified it and receive a call from the installation department shortly 7. The scheduling department phoned me to set up the appointment. The lady who spoke to me said that she would just confirm my address and then phone me back. She didn’t phone back, I just received an appointment, with the wrong address. I tried multiple times to phone Vuma, left messages, but no one got back to me. Eventually I accepted the appointment and emailed the fibrehoods manager to make sure they had the right address. He emailed that he had corrected it on the system and that everything was good to go. 8. On the 8 November the technicians came to install. They were at the wrong address at first, but because they were just down the road I directed them to the correct address). They installed and said that someone would come to provision the line that day. 9. On 13 November I received a message that my line was now active (provisioned etc). Unfortunately my line was NOT provisioned (orange light not indicated). Also, the address indicated in the email was incorrect 10. A week after the installation I had phoned, left messages, email, and no one had gotten back to me. My address was still not correct on the system. 11. I received an out office message from the fibrehoods manager, who I’d tried to get hold of as well. I emailed both people in his out of office reply, with no reply to date 12. After MULTIPLE further phonecalls and emails, and messages that I left that were unanswered I spoke to someone who actually helped me on 29 November. The technicians went the the right proper address and provisioned the line. My ‘FX’ button went orange. 13. I spoke with this person again on the 30 November to confirm that the line was now provisioned. He sms-ed me an object number to give to my ISP. 14. By this time I didn’t have any time to get my internet set up, because I was out of Jo’burg from 1 December to 1 January. 15. I received an invoice on 20 November, the address was still incorrect; in addition the fibre had not yet been installed. I received a reply on 5 December asking for my correct address. 16. I was sent another invoice with another address, also incorrect, on 12 December. I rep**** asking that the invoice be my correct address. 17. I eventually received the right address on my invoice. 18. Wrongly assuming that my fibre was now up and running I paid the invoice 19. On the 2 January I ordered my internet package and the router arrived on 3 January. I tried to connect on the 3 January but to no avail. Upon speaking with my ISP on 4 January I learned that the object number I was given referred to a COMPLETELY different address, not mine, and not even in my suburb. I called Vuma and they told me to connect directly to the box with my computer, which I did, but could not get onto Vuma website. The gentleman who I spoke to noted the different addresses associated with my name and account, and was very helpful. He said he’d log it as urgent, and I’d get a number to refer to my query. I never received this sms. 20. Someone phoned me on the morning 5 January to ask about the query. She said she’d be doing some investigation and would give me a ring right back. I then phoned Vuma to follow up at 12:57 pm, spoke to someone and explained the whole situation and was put on hold while they followed up. I was cut off after 8 minutes. I phoned back at 13:06, spoke to some and explained the whole situation and was put on hold while they followed up. I was cut off after 19 minutes. I phoned back at 13:27, spoke to someone and explained the whole situation and was put on hold while they followed up. I was cut off after 35 minutes. The last time was because I ran out of airtime. I spent over R100 phoning Vuma in one day alone, not counting my time. 21. I have also been told by numerous Vuma employees that they cannot find my address on the system. Although you were quite happy to invoice me at that address. And the installation was done at that address. And provisioned at that address.