Technician Failed to Arrive for Confirmed Appointment – Fibre Still Down

I have been without fibre internet since Saturday 13 December due to a Vumatel network fault.

MWEB logged a fault with Vumatel (Fault #294738). I later received an email from Vumatel advising that a technician had been dispatched (Reference ***8) and that access to my home might not be required. I was never informed of the outcome of that dispatch.

Yesterday, I received a call from a Vumatel technician who confirmed that he would attend to the fault today between 08:00 and 09:00. I explicitly informed him that I had a dentist appointment at 11:30, and he assured me this would not be a problem as he would arrive within the agreed time window. I provided my full physical address.

It is now well past 10:00, and the technician has neither arrived nor contacted me. I attempted to call the number he used to contact me, but the call rings and then disconnects.

This lack of communication and failure to honour a confirmed appointment is extremely frustrating and has caused significant stress, especially given how long I have already been without connectivity.

My fibre service is still down, my ONT is still flashing blue, and I am no closer to a resolution.

I expect: • Immediate clarification on why the appointment was missed • Confirmation of when the fault will actually be resolved • Proper communication going forward

This level of service is unacceptable.