Shocking Service

Yesterday morning red LOS light was flashing on my box. I called my ISP and logged a fault. I followed up several times including today. I called the Vuma call centre early this morning and we informed that s technician was assigned this morning after 7. I have received no call or an appointment for today. So I called my ISP back and was told it's not even assigned yet?? Shocking nobody seems to know what's happening. VUMA REFERENCE ***1.