Shocking Vumatel service - no solution found

It is unfortunate that it has come to this point. I have witnessed first-hand an incredibly flawed support system at Vumatel.

Vumatel FTTH is installed in my home, however the line has been inactive since installation. I have made at least 30 calls to Vumatel over the past 3 weeks to rectify the problem, to no avail.

Every time I call I am told someone will get back to me. The few times I have been called back, the responses I got were either, they are "looking into it" or that my fibre line is actually working and the ticket has been closed. Thus I go back to step 1 because nothing has been resolved.

The actual problem is that an incorrect VT number has been assigned to me, so to Vumatel it appears that my line is fine, but in actual fact they are seeing someone else's line.

Despite having opened 3 tickets, and probably having summed up more than 2 hours of being on hold with Vumatel, nothing has come of this to date. There is only one phone number to contact Vumatel, and I will speak to a different agent every time, and thus have to explain the situation again every time.

Every person I spoke to on their team was very friendly, and probably did all they could to help, and this shows that the support system as a whole is HORRIBLY flawed - not the support agents' fault.

I have been paying for an ISP now that I haven't been able to use, and spending far too much time on the phone trying to resolve this with Vumatel.

Vumatel has YET to fix my problem - a seemingly small problem of assigning the correct VT number to my line.

I affirm this review helps, so that no customer in future will have to go through this.