KK
Keith K
1 reviews | Active since Jan 2020
08 Apr 2021, 18:51
Vumatel the absent Fiber backbone.
On Thursday, 1 Apyil, a fault was escalated to Vumatel regarding the backbone service that had been disconnected. Despite numerous escalations from Webafrica, Vunatel only responded on Monday morning. The fault in the Vumatel distribution box was identified and repaired. However when the technician tested he confirmed that a back end reconfiguration by Vumatel was required. "Don't worry" he said, "thys is basic stuff and should be done today or tomorrow. I am escalating right now". Four days later and no response or action has been taken by Vumatel. One can only wonder why a company so bereft of any sense of customer service, would choose to buy out the fiber infrastructure from SADV. It would seem that Vumatel are a really poor and *********** at supporting the fiber infrastructure. The most disappointing aspect is that Vumatel now hide behind the ISP. They cannot be contacted, cannot be communicated with and are totally absent.
Vumatel are really bad news for all fiber customers.
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Keith K's updateReviewer Update
11 Apr 2021, 16:34Good day to Vumatel. After reading my review on Hellopeter, I was contacted by Grace Molale of Vumatel on Friday late afternoon. Grace arranged with me that a team would come out to my house to resolve the technical issue experienced early on Saturday morning. As promised, the team arrived on time and spent about 3 hours trying to locate the problem. The technical support team were both friendly and efficient. The problem was identified as a faulty ONT and replaced. Grace during the Saturday was always available and ensured co-ordination between the onsite road team and the back end configuration team.
Within one hour of the technical team leaving for another site, the second ONT appeared to be faulty. Once again Grace immediately arranged for the team to return to investigate. The team replaced the ONT and Grace once again arranged immediately for the back end configuration to be performed. This time it went like clockwork and at 18h00 the internet connection had been restored.
Firstly I would like to recommend to Vumatel that, as their only communication channel, which is fully dependant on a good ISP who will escalate and push hard to make sure the client is not inconvenienced, is fully dependant on the ISP 's commitment to service, this single communication channel is not adequate. Vumatel currentlhy have no other communications channel where techncial issues can be raised in order to be resolved. If Vumatel are serious about providing a good service, then a second channel should be provided where subscribers after 2 or 3 days, can escalate technical connection problems directly to Vumatel.
I would however wish to commend Vumatel on the quality and commitment of their personnel. Grace Molale is one of those assets. She is committed to providing a service and not afraid to make a commitment. Without her support, the resolution of my connection problem would probably have taken another 5 or 6 days to resolve. The team on the ground were also efficient and helpful. They appeared to be well versed with the technical processes and effective fault finding procedures. Once my problem was escalated to the appropriate person, the support I received from everyone involved in the correction process, was professional and what one would expect to receive from any professional service provider.
The sad thing is that to date, WebAfrica have been glaringly absent. No feedback, no follow up at all regarding the problem, even though I contacted them twice a day over the last week to ascertain what progress was being made about rectifying my internet connection problem.
Within one hour of the technical team leaving for another site, the second ONT appeared to be faulty. Once again Grace immediately arranged for the team to return to investigate. The team replaced the ONT and Grace once again arranged immediately for the back end configuration to be performed. This time it went like clockwork and at 18h00 the internet connection had been restored.
Firstly I would like to recommend to Vumatel that, as their only communication channel, which is fully dependant on a good ISP who will escalate and push hard to make sure the client is not inconvenienced, is fully dependant on the ISP 's commitment to service, this single communication channel is not adequate. Vumatel currentlhy have no other communications channel where techncial issues can be raised in order to be resolved. If Vumatel are serious about providing a good service, then a second channel should be provided where subscribers after 2 or 3 days, can escalate technical connection problems directly to Vumatel.
I would however wish to commend Vumatel on the quality and commitment of their personnel. Grace Molale is one of those assets. She is committed to providing a service and not afraid to make a commitment. Without her support, the resolution of my connection problem would probably have taken another 5 or 6 days to resolve. The team on the ground were also efficient and helpful. They appeared to be well versed with the technical processes and effective fault finding procedures. Once my problem was escalated to the appropriate person, the support I received from everyone involved in the correction process, was professional and what one would expect to receive from any professional service provider.
The sad thing is that to date, WebAfrica have been glaringly absent. No feedback, no follow up at all regarding the problem, even though I contacted them twice a day over the last week to ascertain what progress was being made about rectifying my internet connection problem.
KK
Keith K's update11 Apr 2021, 16:34
Reviewer Update
Good day to Vumatel. After reading my review on Hellopeter, I was contacted by Grace Molale of Vumatel on Friday late afternoon. Grace arranged with me that a team would come out to my house to resolve the technical issue experienced early on Saturday morning. As promised, the team arrived on time and spent about 3 hours trying to locate the problem. The technical support team were both friendly and efficient. The problem was identified as a faulty ONT and replaced. Grace during the Saturday was always available and ensured co-ordination between the onsite road team and the back end configuration team.
Within one hour of the technical team leaving for another site, the second ONT appeared to be faulty. Once again Grace immediately arranged for the team to return to investigate. The team replaced the ONT and Grace once again arranged immediately for the back end configuration to be performed. This time it went like clockwork and at 18h00 the internet connection had been restored.
Firstly I would like to recommend to Vumatel that, as their only communication channel, which is fully dependant on a good ISP who will escalate and push hard to make sure the client is not inconvenienced, is fully dependant on the ISP 's commitment to service, this single communication channel is not adequate. Vumatel currentlhy have no other communications channel where techncial issues can be raised in order to be resolved. If Vumatel are serious about providing a good service, then a second channel should be provided where subscribers after 2 or 3 days, can escalate technical connection problems directly to Vumatel.
I would however wish to commend Vumatel on the quality and commitment of their personnel. Grace Molale is one of those assets. She is committed to providing a service and not afraid to make a commitment. Without her support, the resolution of my connection problem would probably have taken another 5 or 6 days to resolve. The team on the ground were also efficient and helpful. They appeared to be well versed with the technical processes and effective fault finding procedures. Once my problem was escalated to the appropriate person, the support I received from everyone involved in the correction process, was professional and what one would expect to receive from any professional service provider.
The sad thing is that to date, WebAfrica have been glaringly absent. No feedback, no follow up at all regarding the problem, even though I contacted them twice a day over the last week to ascertain what progress was being made about rectifying my internet connection problem.
Within one hour of the technical team leaving for another site, the second ONT appeared to be faulty. Once again Grace immediately arranged for the team to return to investigate. The team replaced the ONT and Grace once again arranged immediately for the back end configuration to be performed. This time it went like clockwork and at 18h00 the internet connection had been restored.
Firstly I would like to recommend to Vumatel that, as their only communication channel, which is fully dependant on a good ISP who will escalate and push hard to make sure the client is not inconvenienced, is fully dependant on the ISP 's commitment to service, this single communication channel is not adequate. Vumatel currentlhy have no other communications channel where techncial issues can be raised in order to be resolved. If Vumatel are serious about providing a good service, then a second channel should be provided where subscribers after 2 or 3 days, can escalate technical connection problems directly to Vumatel.
I would however wish to commend Vumatel on the quality and commitment of their personnel. Grace Molale is one of those assets. She is committed to providing a service and not afraid to make a commitment. Without her support, the resolution of my connection problem would probably have taken another 5 or 6 days to resolve. The team on the ground were also efficient and helpful. They appeared to be well versed with the technical processes and effective fault finding procedures. Once my problem was escalated to the appropriate person, the support I received from everyone involved in the correction process, was professional and what one would expect to receive from any professional service provider.
The sad thing is that to date, WebAfrica have been glaringly absent. No feedback, no follow up at all regarding the problem, even though I contacted them twice a day over the last week to ascertain what progress was being made about rectifying my internet connection problem.