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SK
Sarel K

1 reviews | Active since Nov 2015

11 Mar 2021, 08:06

Vumatel has no vuma

Wow what a shocking company. It took them three months to istall their fibre lines in our suburb disrupting everyone. Water and electricity lines damage on almost a daily basis.

Well that being said. So the lines were installed and we were told that we can select a service provider. All excited we did. Little did we know that another battle with vumatel lay ahead.

My line was installed to my property and all the hardware installed. The vumatel technician said that it will take about 48 hours for the line to be active. That was a week ago. Maybe I misunderstood and it will be 48 day/weeks/months/years. I do not know.

Trying to contact the vumatel call center is a nightmare. The staff are rude and unprofessional. They refuse to answer questions. Or maybe they do not know. I stood next to my service provider's technician when he made a phone call to them and the poor guy got a earfull from the vumatel call center. It was disgusting.

In the time that I have been waiting for vumatel to sort out their issues I have heard at least 5 different versions of the problem. They are throwing technical jargon around in the apparent hope the the problem would disappear or miraculously sort itself out. Well guess what it does not.

I am at the point where I feel like taking their hardware and throwing it out of my property. It seems that they just mived on and left everyone and everything for themselves.

This is now beyond believe at how unprofessional this is. It is frustrating to us as the customers and our service providers.

My feeling is that service providers such as Vox, Vodacom, MTN, Telkom, etc should consider finding alternative fibre providers. That will definately eliviate the stress and embarrassment all around. The service from vumatel is far below average.

0
Replies (5)
Vumatel
Vumatel's reply11 Mar 2021, 11:04
Official
Good day Sarel

Thanks for making contact with us.
We have sent your order to the installations manager and we will revert back.

Kind regards
The Vuma Team
SK
Sarel K's update12 Mar 2021, 00:46
Reviewer Update
Jip as expected....... I got a phone call at abuut 10:30 with all sorts of commitments but guess what..... NOTHING. VUMA THE PROMISES. I was told that I would have an answer or at least feedback by16:00. Guess what NOTHING, NALA ZILTS, AZIKOLO, BOGGORALL. Just like vumatel's service....... Empty. Hopefull not me anymore. Disappointed me definately. Emty promises and commitments vumatel. AVOID VUMATEL AT ALL COST. THEY DO NOT CARE ABOUT THE LITTLE PEOPLE.!!!!!!!!!! Social media here I come
SK
Sarel K's update12 Mar 2021, 17:36
Reviewer Update
Right, so here is the latest regarding the the vumatel saga. Yet another day with no joy. The poor technician that has spend the day trying to sort out the problem.

So the problem has been yraced to the rooter that was not my rooter but that of my neighbour. So you would thinks swopping the two rooters would resolve the issue. Well guess again. It would appear that it is not that simple.

My neigbour's rooter is not my rooter, my rooter is installed in another suburb about 10 km away. Or is it. This is very complicated. So either my rooter has to be collected and brought back or the one that I now have that is not mine (something like that I think) has to be configured. Whatever that means.

None of the above appears tp be possible at this point. So here we are one baby step closer. I recon at this pace vumatel might sort this issue out by the time I go on pension, hopefully.

So day of our lives continue. The next episode of this intriguing mess to follow shortly.
SK
Sarel K's update15 Mar 2021, 08:10
Reviewer Update
Good morning,
Seeing that I do not get feedback from vumatel I will give them feedback.
Their technician spend a couple of hours at my address an found shoddy installation wiring. No surprise there I guess. He also found that the vumatel rooter installed at my property is in fact that of my neighbour.
He swopped the two rooters but low and behold. The new rooter is not linked to my rooter either. So again no surprise their. My rooter is apparently installed somewhere in Windmill park. I guess no surprise there either. I guess it could have been worse it could have been installed in Cape Town. At this point that would not have surprised me either.
The technician attempted to resolve the issue by getting the vumatel office to assign the rooter to my address by to his frustration, and mine might I add, this did not happen.
Indirectly we might have resolved my neighbour's problem, I think. So well done on that. For vumatel that is a major achievement.
I am concerned that if vumatel cannot resolve this what is the quality of the line going to be like. I have started to discuss your service with various people in my neighborhood and in Brakpan. And it appears as though my initial experience is spot on about the service. I will continue to share my vumatel service with people mouth to mouth and on social media as I am very disappointed. I so wish that my ISP could get another service provider.
SK
Sarel K's update15 Mar 2021, 19:41
Reviewer Update
So here is the latest addition of tbis long sad story. Again a frusrating day spwnd on phone calls. But today is different. No-one answered my calls.

So still no outcome on this. Three weeks down fhe line and nothing. I was in contact with my ISP and informed them of the issues. They could not give me any answers however undertook to address the matter and give me feedback (to be seen)

I got a sms (not a call) from vumatel informing me that they are "investigating" (or something like that) the issue and it will take three days to resolve. I guess 48 hours now became three days. Unreal.

I informed my ISP that if this matter is not adressed, resolved or I did not get feedback by Wednesday afternoon I will be removing all the hardware from my property.

If this is how tou treat your customers then at instalation what will happen down the line. Then they will care less.

So I can only hope and wait. Hopefully one day I can add a positive comment about that telecoms company. I would really love to do that.

Lets wait and see