Terrible Service

Our WiFi has been down since Friday (31 May). A service call was logged with Cell C on Friday evening and we were told that 'Vumatel cut your line' and that 'they can only rectify on Monday to Friday'. No reason given for our line being cut.

Since Monday, we have been promised time again that this is being resolved. Several times we have been asked by Cell C to confirm our address, in order for Vumatel to reinstate, yet still nothing has been done. Even this morning, the notes on Cell C's system appear to be saying that Vumatel keep asking them to confirm the address, despite us confirming the address several times this week.

The agent at Cell C gave me the Vumatel number ***) and a ticket number. I got through to someone called Debbie at Vumatel, who said that they would not have just cut our line off and that she can only assist me if I have an order number, which I do not have. She said she cannot access our account any other way and advised me to contact Cell C (who I have been dealing with all week, with no luck so far). It is unfortunate that Vumatel have only one way of accessing customer accounts, and seems without an 'order number' it's best not to bother calling them at all, because they can't help.

This is not the first time we have had a problem with Cell C and Vumatel blaming each other, and the only way to get to the bottom of the problem seems to be logging complaints on social media! It's terrible that the customer has to be the go between in order to try and get resolution. Very sad and perhaps time to look for new providers :-(