1 reviews | Active since Apr 2021
Vuma Reach Fibre – Ongoing Service Outages in Spruitview with No Customer Compensation
I am extremely disappointed with the level of service I continue to receive from Vuma Reach Fibre in the Spruitview area.
It has become a regular occurrence to receive messages stating:
"We've detected an issue affecting Vuma Reach Fibre services in your area. We will let you know as soon as it's fixed."
While I appreciate that technical issues can occur, the frequency of these outages has become unacceptable. As a paying customer, I am expected to pay my account in full and on time every month, yet the service I am paying for is not consistently available.
What is most frustrating is the impact these outages have on my household. My daughter relies heavily on internet connectivity for her schooling, much of which is conducted online. When the fibre service goes down, her education is disrupted, and we are forced to find alternative solutions at our own cost.
Despite these recurring service interruptions, there has been no communication regarding service credits, discounts, or any form of compensation for customers who are affected. It seems there is an expectation that customers simply accept repeated outages while continuing to pay full price for a service that is not being reliably delivered.
I would like Vuma Reach Fibre to address the following:
1. Why are these outages occurring so frequently in the Spruitview area? 2. What permanent corrective measures are being implemented? 3. Why are affected customers not receiving service credits or discounts for prolonged or repeated downtime? 4. What commitment can Vuma Reach Fibre provide regarding improved service reliability?
Customers understand that occasional outages happen, but recurring disruptions without accountability or compensation are not acceptable.
I look forward to a meaningful response and a practical solution rather than another generic outage notification.
Location: Spruitview Service: Vuma Reach Fibre
Thank you for your response.
The service address is in Spruitview, and I have experienced multiple outages over an extended period, which suggests this may be an area-wide issue rather than an isolated incident.
While I am happy to provide my specific address and any ticket references via private message, my concern remains broader than a single outage. Customers in the area continue to receive recurring notifications advising that Vuma Reach Fibre services have been affected, often with little explanation regarding the root cause or long-term resolution.
Could you please clarify:
• Whether there is an ongoing infrastructure issue affecting Spruitview.
• What measures are being implemented to reduce the frequency of these outages.
• Whether Vuma has a policy regarding service credits or compensation for customers affected by repeated downtime.
As previously mentioned, these disruptions have a direct impact on my household, particularly on my daughter's ability to participate in online learning activities.
I look forward to receiving a detailed response and a clear indication of the steps being taken to improve service reliability in the area.
Kind regards,
Tumi Sonai
Thank you for your response.
The service address is in Spruitview, and I have experienced multiple outages over an extended period, which suggests this may be an area-wide issue rather than an isolated incident.
While I am happy to provide my specific address and any ticket references via private message, my concern remains broader than a single outage. Customers in the area continue to receive recurring notifications advising that Vuma Reach Fibre services have been affected, often with little explanation regarding the root cause or long-term resolution.
Could you please clarify:
• Whether there is an ongoing infrastructure issue affecting Spruitview.
• What measures are being implemented to reduce the frequency of these outages.
• Whether Vuma has a policy regarding service credits or compensation for customers affected by repeated downtime.
As previously mentioned, these disruptions have a direct impact on my household, particularly on my daughter's ability to participate in online learning activities.
I look forward to receiving a detailed response and a clear indication of the steps being taken to improve service reliability in the area.
Kind regards,
Tumi Sonai