Unresolved fibre faults, incorrect ISP routing and inaccurate technician reports

Dear Vumatel Team,

I’ve been experiencing ongoing service issues since 2024. Last year matters escalated to the point where I had to post public reviews before receiving proper customer service.

Key facts:

My ISP was Vodacom. After multiple tests, Vumatel confirmed the issue was on Vodacom’s side and moved me to a test account with a different ISP. In January 2026 I returned home to find I’d been moved back to Vodacom without notice. Shortly after, I reported intermittent connectivity and slow speeds again and was placed on a different ISP — service was stable for a period. On 10 March 2026 I contacted Busisiwe to confirm my billing date. I was told Vumatel is waiting on a refund from Vodacom before triggering payment. The next day my speeds dropped dramatically and have remained poor. My package is 100/50 Mbps. Current tests show ∼3.28 Mbps down / 3.65 Mbps up when I can connect at all. Your wireless tests indicate 100 Mbps on your side, which does not reflect the delivered experience. Your latest technician report states multiple site visits took place. That is incorrect — since I logged this fault on 11 March 2026, no Vumatel technician has attended my premises. Requests:

Confirm which ISP my line is currently routed through and move me off Vodacom permanently if that remains the root cause. Restore my line to the contracted 100/50 Mbps speeds (stable, not intermittent). Provide a written timeline for resolution and confirmation of any credit/refund due, including the Vodacom refund you referenced. Correct the technician visit records and schedule an actual site visit if required, with an appointment window communicated in advance. I want to resolve this promptly and remain a Vumatel customer, but I need reliable service and accurate communication.