AP
Ayaaz P
1 reviews | Active since Nov 2022
24 Jan 2023, 14:04
VUMA not escalating issues quickly enough
Good day VUMATEL Customer service taking forever to get back to me I have sent multiple tweets on Twiitter with no response I see they are responding to everyone else , but me
My internet just stopped working yesterday ISP confirms that it is a VUMA issue 72 Hour turnaround time is unacceptable
My internet has been off since yesterday , yet the issue was only logged today at 1pm ??
Helpful (0)
Replies (3)0
Replies (3)
Vumatel's replyOfficial
24 Jan 2023, 14:41Good day Ayaaz P
Thank you for getting in touch.
We are sorry to hear about this. Please be advised that your first point of contact when you have an issue relating to your connection is your ISP. This is a crucial step as they will assist with troubleshooting on their end and vetting if the connection is related to the fibre provider(us).
Tickets are allocated according to the queue.
Kind regards
The Vuma Team
Thank you for getting in touch.
We are sorry to hear about this. Please be advised that your first point of contact when you have an issue relating to your connection is your ISP. This is a crucial step as they will assist with troubleshooting on their end and vetting if the connection is related to the fibre provider(us).
Tickets are allocated according to the queue.
Kind regards
The Vuma Team
Best regards,
Vumatel's reply24 Jan 2023, 14:41
Official
Good day Ayaaz P
Thank you for getting in touch.
We are sorry to hear about this. Please be advised that your first point of contact when you have an issue relating to your connection is your ISP. This is a crucial step as they will assist with troubleshooting on their end and vetting if the connection is related to the fibre provider(us).
Tickets are allocated according to the queue.
Kind regards
The Vuma Team
Thank you for getting in touch.
We are sorry to hear about this. Please be advised that your first point of contact when you have an issue relating to your connection is your ISP. This is a crucial step as they will assist with troubleshooting on their end and vetting if the connection is related to the fibre provider(us).
Tickets are allocated according to the queue.
Kind regards
The Vuma Team
Best regards,
AP
Ayaaz P's updateReviewer Update
24 Jan 2023, 15:05Good day
The issue was escalated to the ISP who then escalated it to VUMATEL
What I am concerned about is the very long 72 hour turnaround time
This is essentially 3 days without internet for me
This for me is unacceptable as I work from home and rely on my internet connection
Also , there was no communication regarding the sudden issue with my internet
In the case of the ISP , there was a communication sent out to all users to alert of a possible outage
There was no such communication from Vumatel to alert me of any issue
The issue was escalated to the ISP who then escalated it to VUMATEL
What I am concerned about is the very long 72 hour turnaround time
This is essentially 3 days without internet for me
This for me is unacceptable as I work from home and rely on my internet connection
Also , there was no communication regarding the sudden issue with my internet
In the case of the ISP , there was a communication sent out to all users to alert of a possible outage
There was no such communication from Vumatel to alert me of any issue
AP
Ayaaz P's update24 Jan 2023, 15:05
Reviewer Update
Good day
The issue was escalated to the ISP who then escalated it to VUMATEL
What I am concerned about is the very long 72 hour turnaround time
This is essentially 3 days without internet for me
This for me is unacceptable as I work from home and rely on my internet connection
Also , there was no communication regarding the sudden issue with my internet
In the case of the ISP , there was a communication sent out to all users to alert of a possible outage
There was no such communication from Vumatel to alert me of any issue
The issue was escalated to the ISP who then escalated it to VUMATEL
What I am concerned about is the very long 72 hour turnaround time
This is essentially 3 days without internet for me
This for me is unacceptable as I work from home and rely on my internet connection
Also , there was no communication regarding the sudden issue with my internet
In the case of the ISP , there was a communication sent out to all users to alert of a possible outage
There was no such communication from Vumatel to alert me of any issue
Vumatel's replyOfficial
24 Jan 2023, 16:21Good day Ayaaz P
The ticket has been attended to and there is no outage in your area or a fibre issue in your line. The ticket has been closed and the issue is with your ISP.
Please contact the ISP, to renew your lease.
Kind regards
The Vuma Team
The ticket has been attended to and there is no outage in your area or a fibre issue in your line. The ticket has been closed and the issue is with your ISP.
Please contact the ISP, to renew your lease.
Kind regards
The Vuma Team
Best regards,
Vumatel's reply24 Jan 2023, 16:21
Official
Good day Ayaaz P
The ticket has been attended to and there is no outage in your area or a fibre issue in your line. The ticket has been closed and the issue is with your ISP.
Please contact the ISP, to renew your lease.
Kind regards
The Vuma Team
The ticket has been attended to and there is no outage in your area or a fibre issue in your line. The ticket has been closed and the issue is with your ISP.
Please contact the ISP, to renew your lease.
Kind regards
The Vuma Team
Best regards,