Very Very Bad Service

Firstly it look your guys “YOUR CONTRACTOR” 4 weeks to come and install the Fibre Line at one of our sites. On the 9th of February 2018 your contractor installed the fibre and a router upon the installation he informed us that one of Vumatel Technicians Name of Vincent will come later the afternoon of the same date to do the splicing up on the pole and then he will confirm to activate the line and Vumatel offices will contact our ISP Provider “Accelerate” to do their configuration on their router.

The Monday of the 12th of February 2018 we at YSG Security Solutions was phoning Vumatel Offices, Accelerate and the Contractor to fine out of the progress of this line, no body can give us a proper answer!!!!!! The next few days the same story over and over. Finally on Thursday the 22nd of February 2018 Vumatel Technician Vincent arrived on he did the Slicing on the Pole and he installed Vumatel “Black” Router. He was in contact with his office to configure Vumatel Router. He informed us that it will take about 3-6 Hours before we will have internet, he also said that the RED ALARM Light on the router will go off when all is done.

The next day Friday we contacted Vumatel AGAIN to find out what the progress is and they informed us that all is oky on their side and we must contact Accelerate to configure their router…….. We contacted Accelerate and they failed to see their router, they contacted Vumatel and Vumatel informed them that there is a problem on their Line and they have to sent out a Technician and Vumatel gave us a Ticket Number 48076 and also said it will take 24-48 Hours before someone will call us for appointment.

Now this is where our frustration comes in since the 20th of February 2018 we contacted Vumatel to find out what the progress is on our ticket and on the first call they inform us that the ticket is back at the configure department and the line will be on after 3 hours!!!!!!!!!!!!! After 3 hours we contact your guys again and hear again you guys said that you need to sent out a technician!!!!!!!!!!!! “tomorrow Wednesday” Tomorrow comes and we contact you guys again to find out of what time a Technician will by onsite AND HEAR AGAIN YOU GUYS INFORM US THAT THE TICKET IS BACK BY THE CONFIGURE DEPARTMENT AS TECHNICAL SAID THE ROUTER NEEDS TO BE CONFIGURED ANDD IT WILL TAKE 3-6 HOURS – HERE WE ARE BACK TO SQUARE ONE!!!!!!!!!!! On Thursday the 1st of March 2018 we contact your guys again to find out what the progress is of our Ticket and you guys informed us that a Technician it booked “the same day” to come out to our site and he will contact us before he is going out, later the same day we contact again to find out of more or less a time and they said if the Technician can’t make it that day it will be the next day in the morning!!!!! On Friday morning we contacted you guys again!!!!!!!!!!!! To find out of what time a Technician will be on site and hear again they informed US THAT THE TICKET IS BACK BY THE CONFIGURE DEPARTMENT AS TECHNICAL SAID THE ROUTER NEEDS TO BE CONFIGURED AND IT WILL TAKE 3-6 HOURS – HERE WE ARE BACK TO SQUARE ONE!!!!!!!!!!!

Can someone please give us the service we need by today !!!!!!!!!!!!! to rectify the problem!!!!!!!!!!!? And by not throwing the ticket around between your departments. Sent out a Technician as the problem is on the router!!!!!!!

We still have no internet and the ALARM RED Light is still on – on the Vumatel Black Router.