Unprofessional and unacceptable service. How they manage to retain clients is beyond me.

My review is a lengthy one. So brace yourselves.

Vumatel came to install the fibre in my complex and finished the installations at the end of February. Only in the middle of April did the website say the area was online. I placed an order and battled to get feedback on an install date. Apparently there were three appointments set up for me, with all three having the wrong address and other wrong details.

I spoke to literally 5 or 6 different people trying to correct the info. Don't understand why it needed so many people. This took 2 weeks to sort out. They then sent out someone to come out and test the line. The line was dead because of a faulty "OLT". How can brand new lines already have a fault even though they have not yet been used?

After getting upset with someone on the phone, they had sent someone out to come and install in the beginning of May. They came to install and told me that they need to organize someone to come and Splice the line. Firstly no one said this was part of the install process, secondly why is in not done during the install as well? This is very annoying since we have to organize someone to be at home, which is not always easy. 3 days later someone came to splice then line, but said that the line is dead. They tested the block of flats next to me and those were apparently live. So for some reason my specific blocks lines don't work.

I then phoned again and explained the situation, and was told that actually the lines weren't active. How is it possible that you can come install and get everything ready, to tell me that the lines aren't actually live yet, and that the install guys tested the other block and they were live. WHO IS TELLING THE TRUTH?? I was promised a phone call back to try sort out the issue and no phone call came ( about the 15th time someone said they would phone me and didn't phone back, and this is not over exaggerating).

I phone back asking to speak to a manager. This was also about the 3rd time I asked to speak to a manager and they're always "busy and will phone me back". Surprise surprise, never get a phone call back.

A few weeks ago there was a Vuma tent outside the complex trying to get people to sign up for an install and select an ISP. I had told them my whole situation and they promised to phone me sometime the following week. It is 3 weeks since that happened and again, NOT A SINGLE PHONE CALL.

My ISP is trying on their side to help out but Vuma seems to not do or say anything about it. This morning I phone again ( Baring in mind that its the end of June, the lines were installed in February, and i place my order in the middle of April when the lines were apparently live), and again i asked to speak to a manager and again he/she was not available. I was told another excuse and that the problem can only be sorted out within the next 2-4 weeks and that the manager will phone me back. Again, I have yet to receive a phone call.

The customer service and the communication is utterly shocking, it might as well be non existent! As for getting the service up and running, no one seems to know whats happening and i get given a different excuse every time i manage to speak to someone. Id also put down my reference number for this whole birds nest of a mess, but i don't know which one out of the 6 or 7 to give!

I don't know what more I can do to just get someone out here to sort the problem out! You'd think with the expensive install fee that you'd be getting quick and effortless service.

I would not recommend this Fibre provider to anyone because of this utter nonsense. Its completely unprofessional and unacceptable.