Vumatel Cable errors - Bad customer service

When is your turn around time to fix the issue. Like i said on my previous request that i logged it has been 8 days now without connection. I would appreciate it if it could be fixed ASAP. As the cut off date of yours will be on the 20th and you will be expecting me to pay for a service that isn't working on top of that I would like my days that I lost back into my profile.

You guys responded to my mail but it is still not satisfactory. You still have not connected my service or fixed any cables in my home. You reply to emails but don't fix whatever the problem is, now you telling me my due date of payment is the 20th and how can I pay tomorrow if the fibre is connected properly. There is an error with the cables and your company is not fixing this.

As I have explained numerous times my service in my household was still not resolved even after the problem with cables was resolved. I have already lost out from the 10th till when it has expired. Whose fault is it that there was an outage but you guys did not fix it on time and even now its still not fixed. I even spoke to one of your teamleaders and they notified me that the days when the outage occurred they shall reimburse back as I didn’t have any service. Even if I go pay the amount whats the point of paying if the cables are not fixed. I am very disappointed in the service that you provide as you say that the query is resolved yet it is not. Right now you telling me about payment. If I pay the amount still the issue would not be resolved as the cables on my fibre are not working. This is really pathetic I must say, and I do not know which lengths do you want a person to go to in order to resolve a cable problem I repeat IT IS A CABLE PROBLEM NOT A PAYMENT PROBLEM From: Social Email <***>
Sent: Thursday, 19 November 2020 13:15
To: Mmapulana Bogatsu <***>
Subject: Re: Cable Error Hi Mmapulana The team advised that the voucher expired today and that payment needs to be made. Kindly note that the fibre in Dobsonville was from the 10th to the 16th. On Thu, Nov 19, 2020 at 12:59 PM Mmapulana Bogatsu <***> wrote: Are you aware its been off since 10th and I believe I have been very patient. From: Social Email <***>
Sent: Thursday, 19 November 2020 12:51
To: Mmapulana Bogatsu <***>
Subject: Re: Cable Error Hi Mmapulana We will follow up on the ticket and revert back to you On Thu, Nov 19, 2020 at 12:46 PM Mmapulana Bogatsu <***> wrote: IS THERE ANY FEEDBACK WITH REGARDS TO THIS. I AM GETTING TIRED OF ESCLATING THE SAME THING OVER AND OVER AGAIN From: Social Email <***>
Sent: Tuesday, 17 November 2020 13:46
To: Mmapulana Bogatsu <***>
Subject: Re: Cable Error After the Support has investigated then they will send the ticket to the maintenance department On Tue, Nov 17, 2020 at 1:40 PM Mmapulana Bogatsu <***> wrote: How long does it take to fix the error. I have escalated the issue last week already and it seems like I get reference numbers but no one is assisting me. From: Social Email <***>
Sent: Tuesday, 17 November 2020 13:39
To: Mmapulana Bogatsu <***>
Subject: Re: Cable Error Hi Mmapulana The ticket is in the Support department pending investigation. Regards The Vuma Team On Tue, Nov 17, 2020 at 1:31 PM Mmapulana Bogatsu <***> wrote: Ticket number: ISP-244274 From: Social Email <***>
Sent: Tuesday, 17 November 2020 13:08
To: Mmapulana Bogatsu <***>
Subject: Re: Cable Error Hi Mmapulana Unfortunately we need the Vumatel ticket number in order for us to escalate to the maintenance department On Tue, Nov 17, 2020 at 8:18 AM Mmapulana Bogatsu <***> wrote: Good day My ticket number is CAS – 287920-Z7K7W0 This is the reference number. Alt no. *** From: Mmapulana Bogatsu
Sent: Monday, 16 November 2020 15:16
To: Social Email <***>
Subject: RE: Cable Error I have called the call centre numerous times and I was not given a reference number however you check my profile with my ID number *** If the query has been resolved why can’t I log in. I cannot even detect the device on the phone. I also cannot connect to the internet at all. One of your team leaders promised to send me an email or call me when the issue has been resolved. From: Social Email [mailto:***]
Sent: Monday, November 16, 2020 3:05 PM
To: Mmapulana Bogatsu <***>
Subject: Re: Cable Error Good Afternoon Mmapulana We trust that you are well Kindly note that we had an issue in Dobsonville from the 10th but the issue has since been resolved. Can you please provide us with your ticket number in order for us to assist you in following up on it. Kind Regards The Vuma Team On Mon, Nov 16, 2020 at 1:28 PM Mmapulana Bogatsu <***> wrote: Good day You advised me to send you an email after I had raised an issue on HelloPeter. I have clearly explained what my problem is and I need you guys to fix the problem in Dobsonville. We have not had connection for 8 days now and it seems like you guys are not prepared to fix the issue. What is the problem with fixing the cables or whatever it is that needs to be fixed. I have been patient for way too long now and I honestly cannot take this any longer as you guys are going to cut my service with no hesitation on the due date which isn’t fair. The service with you guys has been great so far I don’t know what has happened now. We try so hard to support local businesses but if such things would happen you going to end up losing customers. I meant how can we pay for a service that we don’t have. On top of that we wont even be reimbursed for the amount of days when we didn’t have any internet. Look at it from my perspective and please be considerate.

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I have attached the conversation you have had with me via email and I guess everything is exposed now that your company does not do their job properly. What will happen to the all the money I paid for a service that was not rendered. It's either I get a refund for the money I paid for the days lost or you get back to me with regards to fixing the issue. The outage is fixed on your side which is a lie and I have 2 neighbours in my street who also do not have any fibre because of this outage. I sincerely hope you lost business because of this as you do not deal with customers fairly.