**Vumatel Needs Better Oversight of ISPs on Its Network**

As a customer, I chose a service provider from the list supp**** by Vumatel, trusting that companies operating on their network would meet acceptable standards of customer service and billing practices.

Unfortunately, my experience with Fibre Ninja has been extremely poor. Billing confusion, service disconnection despite payment, excessive call centre waiting times, rude customer service, and reconnection fees have left me frustrated and disappointed.

While Vumatel may not be responsible for ISP billing, they are responsible for the quality and reputation of the ecosystem operating on their infrastructure. Customers often rely on Vumatel's recommended or approved service provider list when selecting an ISP. When providers on that network deliver poor service, it reflects negatively on the Vumatel brand as well.

I believe Vumatel should implement stricter service standards, customer service requirements, and performance monitoring for ISPs operating on its network. There should also be a formal mechanism for customers to report poor ISP conduct directly to Vumatel, especially when providers fail to communicate properly or treat customers unfairly.

Infrastructure quality alone is not enough. The customer experience depends on both the network provider and the ISP. Vumatel should take a more active role in ensuring that customers receive the level of service expected from companies representing their network.