VUMA'S HORRIBLE CUSTOMER SERVICE

I am utterly disappointed and dissatisfied with the service Vumatel has provided to me.

I recently moved into a new area and conducted some research into getting fibre installed on the property. I was told by the landlord that fibre is installed on the property, but that the installation wasn't done correctly and that it needs to be re-installed.

After conducting research, I realised that I can only use Vumatel as there aren't any other fibre suppliers covering my area. I decided to use Cell C as my ISP.

After placing my order with Cell C, I received an email from Vuma with my reference / order number. I was told that a technician will get into contact with me regarding installation.

A week later and I hadn't received an sort of email from Vuma, I decided to call Vuma to find out what the process is and how I can get the installation started. I was told that I need to email Vuma with my order number and they will assist from there.

I emailed Vuma, explaining the situation as my landlord had explained it to me and that I required the fibre to be re-installed on the property. I was on the call for about 15min and finally got referred to two different departments who apparently deal with my kind of issues. After holding on the phone for 15min, the call was answered and then immediately put down in my ear.

I emailed Vuma again, explaining my issue and asking for assistance. I was asked if I have a CPE monitor installed on the premises, to which I said yes, but explained that the installation needs to be re-done as it doesn't appear to be on or active from our side and asked that a technician come out to clarify what our situation is. My email was not responded to. I followed up with a phone call and was told that I must go to Makro and find a CPE plug and that I must connect it to the CPE unit (the customer is being told to do the fibre service providers job).

I re-emailed Vuma, stating that I do not appreciate the service I've been given, and again asked for a technician to come out to assist me by figuring out what the status of the installation is. I was told to contact my ISP (Cell C) to accept the package and the Vuma can only check if my line is active and give me an object number that I need to give to Cell C and only then can Cell C install a router on my premises and activate my line.

I relayed this information to Cell C, who did the necessary and the asked for an object number from Vuma. Vuma somehow gave Cell C an object number without the line being activated and made the Cell C agent come out to my premises to install the router, only to find out that the installation on the premises is faulty (AS I INITIALLY INFORMED VUMA) and that the process needs to be started from the beginning whereby Vuma are required to re-install fibre on the premises.

Yesterday, I received an email from Vuma informing me that Greenside's POP is full and that Vuma need new port switches and are waiting for ANO to get it sorted. I was given the run around for two weeks, even took off work to sort out installation, only to be told after all the excuses that Vuma can't actually do installations because they've reached their cap in Greenside. This being two weeks after I engaged Vuma's services all to be told that re-installation needs to be done on the property and that they cannot actually start the process.

I would prefer never to use Vumatel again, but am unfortunately forced to as it appears to be the only fibre service provider in the area. I would not advise ANYONE looking to install fibre to their home to engage with Vumatel. Their customer service is HORRIBLE.

Regards,