MH
Maria H
1 reviews | Active since May 2011
08 Jun 2020, 09:24
Vumatel poor network maintenance
Good day Peter
My Fibre woes this year due to Vumatel poor network maintenance was shocking. After the WACS cables were fixed in February 2020, I still had intermittent Fibre connection. Query after query with the ISP resulted in Vumatel ticket:
Intermittent Connection: -Did not fix the problem Ref: ISP-148337 This was logged 4 March
Only a month later 9 April was this fixed Intermittent Access Fault: - Fixed At switchboard, Vumatel replace the SSP switch (or whichever switch) Ref: ISP-69912
So from end February until 9 April, I did not get the service in terms of the Internet Fibre connectivity I was paying for at no fault of the ISP, but Vumatel not maintaining their network.
This is not good enough.
Kind regards Maria Hamman
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Replies (3)MH
Maria H's updateReviewer Update
08 Jun 2020, 09:32Dear Peter
There is a second part to this. In an effort to obtain reliable Fibre connection I decided to activate a second CPE which was installed in 2017 but never activate. I was told by Vumatel salesperson, who went over and above the call of duty, that Vumatel back office said there is an active line.
With no further assistance, it took weeks with the assistance of Cool Ideas to problem solve this and to subsequently find out that my CPE's object number was recycled and allocated to another customer in an adjacent neighbourhood.
How siloed is Vumatel as a business that the sales staff have zero to almost no support from the back office? How is it possible that Vumatel's poor salesperson had no mandate, and I had to follow-up with Cool Ideas to find out why my service can not be activated, even when I paid for the Vumatel connection back in 2017?
It still took much longer than usual for my service to be activated even after this issue was identified. The ISP I singed-up with then chased Vumatel to get it sorted.
I am sorry - but this is not good enough.
Kind regards
Maria Hamman
There is a second part to this. In an effort to obtain reliable Fibre connection I decided to activate a second CPE which was installed in 2017 but never activate. I was told by Vumatel salesperson, who went over and above the call of duty, that Vumatel back office said there is an active line.
With no further assistance, it took weeks with the assistance of Cool Ideas to problem solve this and to subsequently find out that my CPE's object number was recycled and allocated to another customer in an adjacent neighbourhood.
How siloed is Vumatel as a business that the sales staff have zero to almost no support from the back office? How is it possible that Vumatel's poor salesperson had no mandate, and I had to follow-up with Cool Ideas to find out why my service can not be activated, even when I paid for the Vumatel connection back in 2017?
It still took much longer than usual for my service to be activated even after this issue was identified. The ISP I singed-up with then chased Vumatel to get it sorted.
I am sorry - but this is not good enough.
Kind regards
Maria Hamman
MH
Maria H's update08 Jun 2020, 09:32
Reviewer Update
Dear Peter
There is a second part to this. In an effort to obtain reliable Fibre connection I decided to activate a second CPE which was installed in 2017 but never activate. I was told by Vumatel salesperson, who went over and above the call of duty, that Vumatel back office said there is an active line.
With no further assistance, it took weeks with the assistance of Cool Ideas to problem solve this and to subsequently find out that my CPE's object number was recycled and allocated to another customer in an adjacent neighbourhood.
How siloed is Vumatel as a business that the sales staff have zero to almost no support from the back office? How is it possible that Vumatel's poor salesperson had no mandate, and I had to follow-up with Cool Ideas to find out why my service can not be activated, even when I paid for the Vumatel connection back in 2017?
It still took much longer than usual for my service to be activated even after this issue was identified. The ISP I singed-up with then chased Vumatel to get it sorted.
I am sorry - but this is not good enough.
Kind regards
Maria Hamman
There is a second part to this. In an effort to obtain reliable Fibre connection I decided to activate a second CPE which was installed in 2017 but never activate. I was told by Vumatel salesperson, who went over and above the call of duty, that Vumatel back office said there is an active line.
With no further assistance, it took weeks with the assistance of Cool Ideas to problem solve this and to subsequently find out that my CPE's object number was recycled and allocated to another customer in an adjacent neighbourhood.
How siloed is Vumatel as a business that the sales staff have zero to almost no support from the back office? How is it possible that Vumatel's poor salesperson had no mandate, and I had to follow-up with Cool Ideas to find out why my service can not be activated, even when I paid for the Vumatel connection back in 2017?
It still took much longer than usual for my service to be activated even after this issue was identified. The ISP I singed-up with then chased Vumatel to get it sorted.
I am sorry - but this is not good enough.
Kind regards
Maria Hamman
MH
Maria H's updateReviewer Update
08 Jun 2020, 09:42Dear Peter
It even gets worse... finally I receive a notice that Vumatel will come and do an installation for the second CPE. I was shocked. I contacted the ISP and Vumatel to tell them that there is a black box outside and the CPE is in the unit.
So during lockdown Vumatel technicians come out, to their credit they pick up that the Fibre cable was cut probably by the complex gardening service. I talk to all parties, and I am informed that Vumatel did not do the installation to the specification of the complex. That they should have secured the Fibre cable in a plastic pipe.
So a second-team comes out to do the "new" installation because the first one was not been done properly. They had to drill through the wall again, they were on site for hours. In the end, the extra-length of Fibre cable is rolled up and left outside of the black box.
I call the team back and indicate to them they can't leave it like that. That is the Fibre cable could be damaged again. They inform me that they are not supp**** with the correct length of Fibre cable and that another team will come out to shorten the cable.
That is not good enough. How does anyone run a business optimally with these basic issues? How do you have three teams come out to one site, to solve one customers issue?
Here is the best part, even though the team on-site assured me that they could see that the installation was not done to specifications the first time and that I would not be charged, I had to pay for the installation.
So I paid for the same thing twice. Back in 2017 and again in 2020, and had weeks of trying to find out that Vumatel themselves recycled my object number.
I am sorry - but this is not good enough.
Kind regards
Maria Hamman
It even gets worse... finally I receive a notice that Vumatel will come and do an installation for the second CPE. I was shocked. I contacted the ISP and Vumatel to tell them that there is a black box outside and the CPE is in the unit.
So during lockdown Vumatel technicians come out, to their credit they pick up that the Fibre cable was cut probably by the complex gardening service. I talk to all parties, and I am informed that Vumatel did not do the installation to the specification of the complex. That they should have secured the Fibre cable in a plastic pipe.
So a second-team comes out to do the "new" installation because the first one was not been done properly. They had to drill through the wall again, they were on site for hours. In the end, the extra-length of Fibre cable is rolled up and left outside of the black box.
I call the team back and indicate to them they can't leave it like that. That is the Fibre cable could be damaged again. They inform me that they are not supp**** with the correct length of Fibre cable and that another team will come out to shorten the cable.
That is not good enough. How does anyone run a business optimally with these basic issues? How do you have three teams come out to one site, to solve one customers issue?
Here is the best part, even though the team on-site assured me that they could see that the installation was not done to specifications the first time and that I would not be charged, I had to pay for the installation.
So I paid for the same thing twice. Back in 2017 and again in 2020, and had weeks of trying to find out that Vumatel themselves recycled my object number.
I am sorry - but this is not good enough.
Kind regards
Maria Hamman
MH
Maria H's update08 Jun 2020, 09:42
Reviewer Update
Dear Peter
It even gets worse... finally I receive a notice that Vumatel will come and do an installation for the second CPE. I was shocked. I contacted the ISP and Vumatel to tell them that there is a black box outside and the CPE is in the unit.
So during lockdown Vumatel technicians come out, to their credit they pick up that the Fibre cable was cut probably by the complex gardening service. I talk to all parties, and I am informed that Vumatel did not do the installation to the specification of the complex. That they should have secured the Fibre cable in a plastic pipe.
So a second-team comes out to do the "new" installation because the first one was not been done properly. They had to drill through the wall again, they were on site for hours. In the end, the extra-length of Fibre cable is rolled up and left outside of the black box.
I call the team back and indicate to them they can't leave it like that. That is the Fibre cable could be damaged again. They inform me that they are not supp**** with the correct length of Fibre cable and that another team will come out to shorten the cable.
That is not good enough. How does anyone run a business optimally with these basic issues? How do you have three teams come out to one site, to solve one customers issue?
Here is the best part, even though the team on-site assured me that they could see that the installation was not done to specifications the first time and that I would not be charged, I had to pay for the installation.
So I paid for the same thing twice. Back in 2017 and again in 2020, and had weeks of trying to find out that Vumatel themselves recycled my object number.
I am sorry - but this is not good enough.
Kind regards
Maria Hamman
It even gets worse... finally I receive a notice that Vumatel will come and do an installation for the second CPE. I was shocked. I contacted the ISP and Vumatel to tell them that there is a black box outside and the CPE is in the unit.
So during lockdown Vumatel technicians come out, to their credit they pick up that the Fibre cable was cut probably by the complex gardening service. I talk to all parties, and I am informed that Vumatel did not do the installation to the specification of the complex. That they should have secured the Fibre cable in a plastic pipe.
So a second-team comes out to do the "new" installation because the first one was not been done properly. They had to drill through the wall again, they were on site for hours. In the end, the extra-length of Fibre cable is rolled up and left outside of the black box.
I call the team back and indicate to them they can't leave it like that. That is the Fibre cable could be damaged again. They inform me that they are not supp**** with the correct length of Fibre cable and that another team will come out to shorten the cable.
That is not good enough. How does anyone run a business optimally with these basic issues? How do you have three teams come out to one site, to solve one customers issue?
Here is the best part, even though the team on-site assured me that they could see that the installation was not done to specifications the first time and that I would not be charged, I had to pay for the installation.
So I paid for the same thing twice. Back in 2017 and again in 2020, and had weeks of trying to find out that Vumatel themselves recycled my object number.
I am sorry - but this is not good enough.
Kind regards
Maria Hamman
Vumatel's replyOfficial
08 Jun 2020, 13:12Good day Maria
Thanks for making contact with us, we truly apologise for the experience thus far.
A Vuma Agent will make contact with you to assist.
Kind regards
The Vuma team
Thanks for making contact with us, we truly apologise for the experience thus far.
A Vuma Agent will make contact with you to assist.
Kind regards
The Vuma team
Best regards,
Vumatel's reply08 Jun 2020, 13:12
Official
Good day Maria
Thanks for making contact with us, we truly apologise for the experience thus far.
A Vuma Agent will make contact with you to assist.
Kind regards
The Vuma team
Thanks for making contact with us, we truly apologise for the experience thus far.
A Vuma Agent will make contact with you to assist.
Kind regards
The Vuma team
Best regards,