VUMATEL SERVICE MANAGEMENT IS SO BAD, THE TECHNICIANS SUFFER, NOT MANAGEMENT

OUr residential area - one street in particular has experienced a fibre outage for a week. Some of the residences were not affected initially, but those that were waited days for reconnection. Others such as myself were affected later in the week, my call was logged via my ISP on Friday afternoon, escalated to the ISP management 5 times since Saturday 07th Oct, the only response from the ISP call centre is "we have escalated it to our management". My next door neighbour had her outage resolved on Sun 08th Oct, when asked about the other residences in the same street the response was "we go according to a ticket" although they were right next door. My other next door neighbour on the other side had his "ticket' resolved at 3pm on Mon 09th Oct, fortunately I saw the technicians van and called to them but was told that they were only here to respond to my neighbour's ticket. I requested they phone their manager to advise that my"ticket' has been outstanding since Friday 06th Oct and since they are physically here could they please sort my issue out?. The technician reluctantly did this, got the test kit out, plugged cables in and promptly said "we need to go test the line", I am hoping they will be back since they have left cables lying next to the fibre box. Vumatel like to blame the ISPs saying "sometimes they are slow to log calls" which I cannot accept when both the ISP ref no and the Vumatel ref number are provided at the time of logging the call. Vumatel clearly knew of a major outage in the area, surely in their "ticket" system can ensure that all "tickets' in a specific location can be addressed while on-site? They prefer to fix one 1/10 and go away using petrol, time etc and return when the other 9 "tickets' come up on their cell phones. This apart from no communication acknowledging tickets, and the status thereof is arrogance, monopolistic behaviours again, the customer is not King the service provider is.