VUMATEL DURBAN CALL CENTRE A TOTAL JOKE. DONT USE VUMATEL

I app**** for fibre installation on 15 May 2026 and paid for the service on 30 May 2026. MWEB advertises installation within 5–6 days. More than a month later, I still have no service.

Throughout this process I have experienced what can only be described as a complete breakdown in communication between Vumatel and MWEB.

Despite repeatedly requesting that technicians call me at least 30 minutes before arriving so I could leave work and make myself available, I have had multiple Vumatel technicians arrive at my property unannounced. This happened on several occasions and caused unnecessary delays and inconvenience.

I have sent numerous emails and made countless phone calls trying to resolve this matter. I dealt with Kereshnie Govender at MWEB, who assisted with the sale, but despite multiple follow-up emails I received little to no feedback regarding the progress of my installation.

I also dealt with Melissa at the MWEB call centre, who assured me that updates and callbacks would be provided. Unfortunately, many of those promised updates never materialised, leaving me to repeatedly chase information myself.

At Vumatel, I dealt with Tristan, who was unable or unwilling to provide direct contact details for the relevant office handling the matter. This made it even more difficult to escalate my concerns or obtain meaningful assistance.

The most frustrating aspect of this entire experience is that Vumatel blames MWEB, while MWEB blames Vumatel. Nobody appears willing to take ownership of the issue, and the customer is left stranded in the middle.

There also appears to be very little communication between the call centres and the field technicians. Different people provide different information, and no one seems to have a clear understanding of what is happening.

The final straw was when a Vumatel technician arrived, assured me the issue would be resolved, left the property, and never returned. Once again, no communication and no follow-up.

After more than a month of delays, missed appointments, unanswered emails, broken promises, and poor communication, I remain without the fibre service that I have already paid for.

My advice to potential customers: think very carefully before choosing MWEB and Vumatel. My experience has been one of the worst customer service experiences I have ever encountered.

Over one month later. Payment taken. Service still not delivered.

Would I recommend MWEB and Vumatel? Absolutely not.