Vumatel Fibre - day 32 without WiFi as at 20 April 2023 (the Vumatel & my ISP relationship = worse than the most dysfunctional marriage ever)

20 April 2023 - day 32 without WiFi E-mailed ***

19 April 2023 AFRIHOST contact details: Landline no ***& e-mail *** E-mailed Afrihost for advice about Vumatel’s “leases to be renewed by ISP.”

19 April 2023 Vox ISP mobile no ***& email *** E-mailed Vox for advice about Vumatel’s “leases to be renewed by ISP.”

19 April 2023 Sent a text message to ISP (Anvor / Marilyn on mobile no +27 (82) ***). Hi Marilyn Yesterday's message from Vumatel via messenger: “Hi Annete, kindly request your ISP to renew the leases on their end.” This is crazy!

18 April 2023 My replies to Vumatel via messenger: I don’t know what you are talking about. Do they owe you money and/or ducuments? I hardly have any money for airtime after 30 days of buying airtime and data! Is it my duty to get Mweb to the renew the leases on their end? It took you 30 days to tell me that I must sort out a problem between yourselves and Mweb!

18 April 2023 - day 31 without WiFi Message from Vumatel via messenger: “Hi Annete, kindly request your ISP to renew the leases on their end.”

17 April 2023 Message via messenger to Vumatel: Today is day 30 without internet and right now once again, the power light of the Vumatel box is not even on! Fault Reference: Vumatel ISP-*** ISP MWB***8

17 April 2023 - day 30 without WiFi Sent a text message (Anvor / Marilyn on mobile no +27 (82) ***). Hi Marilyn I still do not have WiFi connection. At some stage over the weekend the POWER LIGHT of the VUMATEL WALL BOX was off during NO load shedding. I honestly no longer know what to do. Please can you or Avon do something. Regards Anna Delport (aka Annette)

14 April 2023 Anvor of the ISP phoned just after 2.30 pm. Tested everything again. He confirmed that if it was the router or the blue or power cable plugged into the Vumatel box, he would have picked it up on their side. Logged a new detailed fault report as ONGOING with Vumatel, asked that I must be phoned when they think that I am sorted to check with me first. He sent a text message to confirm: “Fault Reference for Vuma ISP-*** and ISP MWB***8”

14 April 2023 Visited ISP @ N1 City - Manager of Security phoned Marilyn from his phone and let me speak to her. During our conversation she linked up with Anvor and confirmed by sms that he would phone me @ 2.30 pm: “Good day Anna as discussed earlier , Anvor will be calling you at 2:30pm today . Regards . Marilyn”

13 April 2023 Phoned ISP’s Cape Town landline (Tel *** - Rizaan, Ref: MWB ***3 - 28 minute call). Will request team leader to investigate the ongoing issue and to contact me with an update.

12 April 2023 e-mailed support@ISP

12 April 2023 e-mailed ***

12 April 2023 Reply to Vumatel via messenger: You need to read my notes. The LIGHTS on the Xbox / Vumatel Wall Box are INCORRECT. Sometime ago, you disconnected a friend by mistake and allocated her line to another subscriber. Please advise the contact details of the relevant Ombudsman.

12 April 2023 Message from Vumatel via Facebook messenger: “Hi, Annette Delport the above ticket is resolved, as your fibre connection is stable and connected.”

12 April 2023 Message to Vumatel via Facebook messenger + today’s screenshot (Ref *** ISP ***). After an almost 60 minute call to my ISP yesterday, I received the following text message today: “Your Fibre connection has been restored. Please contact ISP on *** should you need further assistance.” Yesterday the ISP advised that the the lights on the Vumatel box / xBox are not correct except for the power light. The other 2 are flickering. Clearly a TECHNICIAN must attend to the problem.

12 April 2023 Text message from Vumatel: “Your Fibre connection has been restored. Please contact ISP on *** should you need further assistance.”

11 April 2024 Phoned ISP again (Reference no MWB ***3). Did all resets and restarts, still no internet connection (showing on, but also no internet connection). Established that there has been some usage (whilst I am buying Vodacom airtime and data). Will re log query with Vumatel and escalate to ISP’s 3rd party monitors.

5 April 2023 Phoned Vox ISP (Karel). Advised that they cannot promise to sort out Vumatel quickly. They asked about Openserve fibre (have least complaints about them, maybe only 1 per week), checked my address and said that the only option here is Vumatel. They suggested that I ask Openserve’s advice.

5 April 2023 My reply to Vumatel via Facebook messenger: 100 times already! Where is the technician that Ashley promised yesterday?

5 April 2023 Vumatel via Facebook messenger: “Kindly contact your ISP for assistance with the above connection query.”

5 April 2023 e-mailed ***

5 April 2023 My reply to Vumatel via Facebook messenger. You have been saying this for 2+ weeks. I pay the ISP and they pay you, but I have had no WiFi. I have explained it over and over again. The WiFi shows on but also no connection on my devices. Yesterday I was told that you are sending out a technician. I cannot afford to carry on like this. I do not have a landline and the cost of airtime and data is killing me. What happened to the technician?

5 April 2023 VUMATEL via Facebook messenger: “Hi Annette, Vumatel ticket *** was closed as fibre is on spec. The reference number provided is your ISP’s internal escalation. Please contact your ISP to follow up.”

4 April 2023 My reply to Vumatel: She did not give me a ticket number. Today I talked to Rizaan of the ISP (Ref MWB***3) and Ashley of Vumatel. I did not know that she was suppose to give me a ticket no.

4 April 2023 VUMATEL via Messenger: “Hi, Annette Delport please share your Vumatel ticket number.”

4 April 2023 Ashley from Vumatel phoned and confirmed that a technician is being sent out.

4 April 2023 Phoned ISP again (MWB***3 - RIZAAN) Established that even though the fibre box shows online, it does not connect to the premises. Updating Vumatel to attend in person / come out to the premises and not to close the fault before contacting me.

4 April 2023 Vumatel’s Facebook comment / reply: “Hi Annette Delport , the ticket was resolved as the fibre line is up and running and on spec. Please contact your ISP if you are still experiencing an issue.”

3 April 2023 My reply to Vumatel via Facebook messenger: My understanding is that the problem is on Vumatel’s side. I am beyond angry for being shoved from pillar to post. Help me, speak to my ISP, do something please.

3 April 2023 Vumatel reply via Facebook messenger: “Hi, Annette Delport your physical fibre connection is stable and connected, should you have no connection please reach out to your ISP for assistance.”

3 April 2023 My reply to Vumatel via Facebook messenger: It will show ok / up and within spec. If you had read my notes, you would have noted that it shows on here, but also no connection. I need a technician please. Has it occurred to you that there might be something wrong with the Vumatel box inside or outside. Maybe you have disconnected me by mistake or maybe you “switched” me by mistake for a new subscriber. Please help me.

3 April 2023 VUMATEL message via messenger: “Hi Annette Delport, we have checked your fibre line and it is up and within spec. Please confirm if you are able to connect.”

31 March 2023 Theunis of ISP phoned. Informed him that I am still without WiFi, that Vumatel contacted me directly and that I am waiting for them to revert. He undertook to follow up from their side and will report back to me.

30 March 2023 Phoned ISP again (Thanta - Ref: ***). Advised that the technical team will be contacted and that I will be updated. Subsequent text message: “Thank you for taking our call we have escalated your ticket number to out support team.”

28 March 2023 Phoned ISP again (Nicole - Ref: MWB***3). Undertook to escalate the query to the superiors in direct contact with Vumatel and revert asap.

24 March 2023 Phoned ISP again (Rizaan - ISP Ref: MWB ***7 - VUMATEL Ref: ISP 112362) Advised that Vumatel resolved the problem from their side. Reset router on Mweb’s side (whilst power is turned off on my side). Further advised that the fault is that there is no authentication on my line. Going to dispute the fault.

22 March 2023 - [ ] phoned ISP again (Iesmaaeel, Ref No MWB ***7 - 1 hour 3 min call). Tested everything again. Advised that he will send out a technician as there could be a problem with the fiber box (green power light should not be flashing). - [ ] Phoned ISP again @ 3 pm. Buyani asked that I switch off the power etc. When I told him that I still have no connection, he asked me to wait as he had assigned a new IP address to the router. He then asked me to give him the IP address on the router, but did not agree with either numbers on the router (same as the box). Whilst still talking to him, I realised that he dropped the call after 20+ minutes. I never had a chance to obtain a reference number. He interrupted me all the time. - [ ] Phoned ISP again @ app 2.30 pm, but the call was dropped from their side after 20+ minutes. Never had a chance to obtain a name or reference no. - [ ] Phoned ISP again @ about 2.20 pm, but the call dropped from Mweb’s side.

22 March 2023 Incredible Connection Canal Walk tested the router and advised that there is nothing wrong with the router.

21 March 2023 Phoned ISP (54 min call). Shane advised that there is nothing wrong with the WiFi connectivity and asked me to have the router tested.