Vumatel need to wake up!

My experience with Vumatel started off well, having had them install Fibre into my home last year with no hassles whatsoever.

At the end of February, I moved to a new home, this was the beginning of the struggle…There was a complication with the address of the new premises when applying for a new Fibre installation, this took more than a week to be changed to the correct address, then to add to this, I did not hear from any Vumatel representatives for a full week, literally ZERO feedback. I called Vumatel and got through to support, the representative informed me that they do not do the scheduling in the area, but instead, a third-party company does (note that this is the first time I was informed about any of this since applying for a new installation) I was then notified that this third-party company would contact me during the course of the day to schedule an installation, as you can imagine, I never received a call. The next day I called Vumatel once more and asked for the same representative that I spoke to a day earlier and typically, that person was absent from work. I then spoke to another representative who told me that he was going to check the information of my application, he then put me on hold for a few minutes, I was then transferred to the customer care department without any notice at all. I spoke to a lady that said she would attempt to resolve my issue then and there, she took my details and asked what the issue had been, I then proceeded at explaining my situation in detail, she checked my account and said that there was still an issue with the addresses and needed to get it sorted out before the status could be changed on the Portal, this was apparently rectified and I was then transferred to the scheduling department, only to have to explain everything to the representative again as the customer care agent hadn't bothered relaying the message, the frustration has been overwhelming to say the least (customer care? I think not...) When I gave my details to the lady in the scheduling department, I was told that the third-party company would need to contact me, I then asked if there was a contact number for them and I was told that they could not be contacted directly, I then asked if I could be copied into the email communications between Vumatel and the third-party company (just for peace of mind) to which I was told that it was not possible due to security reasons.

I am yet to receive a phone call from the above mentioned "third-party company" to schedule an installation. As I work in IT Support, it is increasingly difficult to go without internet for long periods since I do after hours support.

I can only hope that one day I will receive a call from this infamous third-party company, so that I can go on with my life as per normal.