Ticket stuck with no resolution

Hi,

After having a very good experience with Vumatel where they responded to a fibre break within an hour, we are now left with a shocking service where I'm cancelling everything.

I logged a ticket with my ISP, SuperSonic, on the 30th of December 2024 to come repair the splice that had come loose following a repair from Vumatel.

This ticket has now been open for over 10 DAYS, with everyone on every call centre telling me to just remain patient and to please note that any escalation will take 24 to 48 hours to be responded to. Added to that, they have promised to call me and give me updates of which none of that has come true.

The cherry on top is that each person tells me, we can see the escalation, but we can't do much, please remain patient.

As someone who pays a lot to have internet as it is my income generating expense, I am now stuck where I am not generating enough income to pay the bills anymore. This is totally unacceptable. The sad thing is, I can promise you my ticket got archived and that the ticket is just stuck somewhere in the system but no one cares enough to see me as more than just a number.

Hire an Industrial Engineer, fix your process. It's 2025. Your slogan of "We believe in a world where everyone is connected" can only work if you work flow is as good as you promise.

Anyway, Elon, please hurry up with Starlink and fighting the government as I am now done with fibre.