Vumatel totally surprised with their excellent customer service

I've been having troubles with my fibre internet connection since the end of November. My ISP, Axxess, had been totally useless in resolving the problem, always telling me to reboot and asking which lights were on on the ONT and the router. Only when I threatened to cancel did they eventually escalate and contact Vumatel.

I then got an SMS from Vumatel that they would "aim to resolve the issue within 3 working days". I thought "oh great, more stalling and no service", but within less than an hour I got a call from a Vumatel agent. He asked about the problems, and said that a technician would come to me within the next couple of hours. The technician did arrive, very friendly and competent, and the problem was resolved. It took less than 4 hours from the time Axxess logged the call with Vumatel to the time the problem was resolved. That was truly impressive customer service by Vumatel. Thank you very much.