JM
Junior M
1 reviews | Active since Jun 2021
19 Feb 2025, 09:31
Unfair business practice
Vumatel, in conjunction with Mweb, has not been transparent with their customers. I would like to formally request a credit for the system downtime, as the lack of service had a significant financial impact on me. Since I work from home, being without an internet connection for an entire week forced me to incur additional costs—on top of my regular monthly subscription—which is both unfair and unacceptable.
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Replies (2)JM
Junior M's updateReviewer Update
19 Feb 2025, 12:31 I contacted Vumatel and was informed that they no longer send technicians to Khayelitsha. This is extremely disappointing, as I have paid my full subscription expecting uninterrupted service. Instead, I experienced a full week without connectivity, and no one is taking accountability—including MWEB, the ISP in this case.
There is a clear contradiction in responses, as MWEB claimed they would escalate the credit downtime issue with Vumatel, given that my monthly payment ultimately goes to Vumatel. Your service does not align with the high standards you claim to uphold, as there is no accountability for disruptions. It’s unacceptable to continue charging customers without ensuring reliable service.
JM
Junior M's update19 Feb 2025, 12:31
Reviewer Update
I contacted Vumatel and was informed that they no longer send technicians to Khayelitsha. This is extremely disappointing, as I have paid my full subscription expecting uninterrupted service. Instead, I experienced a full week without connectivity, and no one is taking accountability—including MWEB, the ISP in this case.
There is a clear contradiction in responses, as MWEB claimed they would escalate the credit downtime issue with Vumatel, given that my monthly payment ultimately goes to Vumatel. Your service does not align with the high standards you claim to uphold, as there is no accountability for disruptions. It’s unacceptable to continue charging customers without ensuring reliable service.
Vumatel's replyOfficial
19 Feb 2025, 14:21Thank you for your response.
Due to prevailing challenges and safety concerns, we have been compelled to place all installation and maintenance activities in the entire area, on hold indefinitely. This decision was not taken lightly, but the safety of our personnel and partners remains our utmost priority.
we believe it is the responsible and correct course of action. We know that you rely on our network for your daily needs, and we are deeply sorry for the potential impact this situation has on your work, communication, and access to information.
Your billing relationship exists with your ISP. Therefore, any billing, refund or invoicing issues can be directed to them. We are an FNO (Fibre Network Owner), and our primary role is to provide and maintain the fibre infrastructure.
We apologise for the inconvenience.
Kind regards
The Vuma Team
Your billing relationship exists with your ISP. Therefore, any billing, refund or invoicing issues can be directed to them. We are an FNO (Fibre Network Owner), and our primary role is to provide and maintain the fibre infrastructure.
We apologise for the inconvenience.
Kind regards
The Vuma Team
Vumatel's reply19 Feb 2025, 14:21
Official
Thank you for your response.
Due to prevailing challenges and safety concerns, we have been compelled to place all installation and maintenance activities in the entire area, on hold indefinitely. This decision was not taken lightly, but the safety of our personnel and partners remains our utmost priority.
we believe it is the responsible and correct course of action. We know that you rely on our network for your daily needs, and we are deeply sorry for the potential impact this situation has on your work, communication, and access to information.
Your billing relationship exists with your ISP. Therefore, any billing, refund or invoicing issues can be directed to them. We are an FNO (Fibre Network Owner), and our primary role is to provide and maintain the fibre infrastructure.
We apologise for the inconvenience.
Kind regards
The Vuma Team
Your billing relationship exists with your ISP. Therefore, any billing, refund or invoicing issues can be directed to them. We are an FNO (Fibre Network Owner), and our primary role is to provide and maintain the fibre infrastructure.
We apologise for the inconvenience.
Kind regards
The Vuma Team