1 reviews | Active since Nov 2015
Unresolved Intermittent Connection and Refusal to Address Issue
I am writing to express my extreme frustration with Vumatel's complete lack of response and action regarding my ongoing intermittent internet connection issue. I have been a loyal customer, but the service I have received is appalling.
My problems began on April 14th, and I immediately reported it to Afrihost (my ISP). A Vumatel technician was sent out, but he merely checked the line and left, claiming everything was fine. This was obviously not the case as the issues persisted.
I have since opened numerous tickets with Afrihost, requesting a Vumatel technician to replace the entire fibre line. Each time, my ticket is closed with no action taken and a false claim that the issue is resolved. It has been a week now, and despite my ISP's efforts, Vumatel refuses to provide feedback or send a technician.
This lack of service is unacceptable. I work remotely, and this ongoing issue is severely impacting my ability to do my job. I am forced to purchase mobile data, an expense I had not budgeted for. I am paying for a service that Vumatel is failing to provide.
I demand immediate action from Vumatel to resolve this ongoing issue. I expect a technician to be sent out to replace my fibre line as soon as possible.
Thank you for getting in touch.
Please contact your ISP (internet service provider) as the first point of contact when experiencing connection issues. ISPs are responsible for providing internet services to customers, and they have the necessary tools and resources to troubleshoot and resolve many common connectivity problems. When you contact your ISP about a connection issue, they will typically guide you through some troubleshooting steps to determine the nature of the problem. If, after troubleshooting, the ISP determines that the problem lies with the fiber provider (in this case, "us"), they will log a ticket to escalate the issue to the appropriate team for further investigation and resolution. This helps ensure that the problem is addressed by the responsible party, as different components of the internet infrastructure may be managed by different entities. By following this process and involving your ISP as the initial point of contact, you can streamline the troubleshooting and resolution process, ultimately helping to resolve the connection issue more efficiently.
Kind regards
The Vuma Tean
Thank you for getting in touch.
Please contact your ISP (internet service provider) as the first point of contact when experiencing connection issues. ISPs are responsible for providing internet services to customers, and they have the necessary tools and resources to troubleshoot and resolve many common connectivity problems. When you contact your ISP about a connection issue, they will typically guide you through some troubleshooting steps to determine the nature of the problem. If, after troubleshooting, the ISP determines that the problem lies with the fiber provider (in this case, "us"), they will log a ticket to escalate the issue to the appropriate team for further investigation and resolution. This helps ensure that the problem is addressed by the responsible party, as different components of the internet infrastructure may be managed by different entities. By following this process and involving your ISP as the initial point of contact, you can streamline the troubleshooting and resolution process, ultimately helping to resolve the connection issue more efficiently.
Kind regards
The Vuma Tean
The response you provided is unhelpful as I have already exhausted all the troubleshooting steps you mentioned in collaboration with my ISP, Afrihost. Afrihost has escalated my issue to Vumatel multiple times, but the tickets have been closed without resolution or a technician being sent out.
We have repeatedly troubleshooted the issue, only to face the same problem. Both Afrihost and I have concluded that Vumatel needs to fix this problem, and the only solution seems to be replacing the current fiber line. My neighbors using the same ISP and package do not have this issue, confirming that the problem lies within Vumatel's infrastructure.
Please stop deflecting responsibility and take immediate action to replace my fiber line.
Innocent Mbedhli
The response you provided is unhelpful as I have already exhausted all the troubleshooting steps you mentioned in collaboration with my ISP, Afrihost. Afrihost has escalated my issue to Vumatel multiple times, but the tickets have been closed without resolution or a technician being sent out.
We have repeatedly troubleshooted the issue, only to face the same problem. Both Afrihost and I have concluded that Vumatel needs to fix this problem, and the only solution seems to be replacing the current fiber line. My neighbors using the same ISP and package do not have this issue, confirming that the problem lies within Vumatel's infrastructure.
Please stop deflecting responsibility and take immediate action to replace my fiber line.
Innocent Mbedhli
Thank you for your response.
Please provide us with your Vumatel ticket number from your ISP.
Kind regards
The Vuma Team
Thank you for your response.
Please provide us with your Vumatel ticket number from your ISP.
Kind regards
The Vuma Team
Ticket ref is ***0
Ticket ref is ***0