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Mpho M

1 reviews | Active since Nov 2019

03 Jun 2024, 15:33

Vumatel Fibre Installation Nightmare – No Communication, Incorrect ISP, Disconnected Service

On 3rd May 2024, I paid for a Vuma Reach fibre installation through the official Vumatel website. Despite immediate payment, I received no confirmation email from any internet service provider (ISP). Instead, I was contacted by installers from a company called IPP, who I had to repeatedly chase to complete the installation.

After installation, I received an SMS with router login details, but still no communication from the ISP. To this day, I am unsure which ISP I am supposed to be with, as I app**** for Vuma Reach and expected Vumatel to handle the ISP assignment.

Out of frustration, I tweeted Vumatel over the weekend, tagging both Vumatel and WebAfrica (as Google indicated they service my area). I requested that WebAfrica debit my account, as I had signed up for a recurring debit order and noticed a debit from Vumatel already.

Today, my fibre connection was abruptly disconnected. When I contacted WebAfrica, they claimed no record of my ID, email, or phone number in their system. This is baffling, as the router landing page clearly displays WebAfrica.

I am at my wit's end. All I want is to pay for the service I signed up for, but Vumatel's lack of communication and the confusion surrounding the correct ISP is making this impossible. I urge Vumatel to urgently resolve this issue and restore my connection.

0
Replies (2)
Vumatel
Vumatel's reply04 Jun 2024, 11:54
Official
Good day, Mpho Molefe. 

Thank you for getting in touch. 

Our sales team will get in touch and assist you. 

Kind regards
The Vuma Team
MM
Mpho M's update10 Jun 2024, 20:58
Reviewer Update
This correspondence serves as a follow-up to my previous complaint, which appears to have received limited attention. A period of two weeks has transpired since my initial inquiry, and despite the assurance conveyed by Vumatel on Twitter regarding escalating the matter, my service remains inactive. WebAfrica, the designated service provider, asserts that they have re-escalated the issue to Vumatel, culminating in a vexing process of shifting accountability and inertia.

This situation is completely unacceptable. I have not only made payment for this service but also provided evidence of payment on multiple occasions. My router, which has been installed and is fully operational, remains idle, symbolizing the inefficiency I have experienced. Each passing day without a resolution results in the continued payment for a service that remains inaccessible to me. Vumatel, I urge you to take prompt action. The lack of urgency in your response is disrespectful and demonstrates a clear disregard for your paying clientele. I am not requesting a special treatment; I am asserting my right to the service for which I have duly paid.

If this problem is not resolved quickly, I will need to escalate it to the appropriate authorities and consumer protection agencies. It's not a threat; it's a commitment. Your lack of action will lead to repercussions that I will actively address.