VUMATEL & VOX communication breakdown and system errors!

It is officially the end of this working day, and not one person bothered to respond on my email or call me! And nope still NO INTERNET! My email below:

Good day all,

As it has been stated over and over again that the system delay and communication breakdown between Vox and Vumatel has been a major issue to get my fibre online, I have copied both companies in to please communicate with one another and please fix this communication breakdown between the two of you.

I will now explain my frustration and I believe that this issue will be sorted and I will be connected by the end of this working day.

Vumatel sent a maintenance team to my premises to install the fibre line on the Thursday the 4th of February at 8:30am. Once the maintenance team completed their task, the Technical team was supposed to come that same day at 15:00pm, however they failed to do so. I then contacted both Vox and Vumatel the Friday morning to find out why the team did not arrive as per arranged time and when will they be arriving.

After a couple of phone calls, no answers and frustration, a Vox consultant assisted me and shortly after a Vumatel consultant called me to let me know they ran out of splitter boxes and they will be returning on Monday. (a simple call to say they weren't coming and they ran out of stock to your client would of been preferred instead of your client calling up and down to find out why no one arrived)

Monday the 8th of February 2021. Vumatel's maintenance once again arrived on my premises, and not the technical team. The maintenance team did the work of the technical team until they were unable to connect the fibre to the main supply, as only the technical team can do so. The maintenance team promised me that they have spoken to their manager and will press the technical team to come out later that day. The technical tream arrived at 17:00pm on Monday the 8th and connected the fibre line and said that my line will be activated within an hour. Vumatel then handed back to Vox for the router to be installed.

A Vox Technician came out the following day the 9th of February 2021at 14:30pm, however when he arrived the line was not activated. So he logged a ticket with Vumatel. Vumatel sent me a ticket number which did not belong to me, but to another customer. So it was an up and down calling again from me to both Vox and Vumatel until Vox finally gave me the correct ticket number that Vumatel sent incorrectly.

I have ever since tried to get my line activated, however Vox informed me that with my unit number being incorrect (as Vox issued installation under unit no 2 and not the correct unit no 5), it needs to be fixed on the system before they can activate my line.

However, yesterday by God's grace a Vumatel technical team (not the same team that was at my unit on Monday) was working on another unit in my complex. I then decided to speak to them, they kindly assisted me, came into my unit, said that the technicians that was here on Monday was suppose to activate my line and only the technicians can do so. So he picked up his phone, checked my box number in my unit and said, it will be on in the next 30mins. I explained the big issue of the unit numbers that was mixed up by the Vox office, he said that's not a problem, they can still fix it, they are just connecting the line to the box number that is in my unit and that I am not the only unit that this has happend to. Unit 4 is unit 10, unit 2 is unit 5 and unit 5 is unit 2!

So 30mins later my service light came on, just as he stated it would and my line was active. So which mean that the technical team that was here on Monday failed to complete the installation process and left the premises without activating my line.

So once the line was activated, I called into Vox and a consultant assisted me with trying to set up my router, but was unable to do so, as my router needs to be configured. He then updated my ticket so a Vox technician will be sent to my premises to configure the router.

However.... once again there is a problem, that Vox cannot send out a Technician, due to your systems.....

According to Vox, Vumatel's system is currently showing an error which does not allow the Vox Technician to be dispatched to configure my router.

The system breakdown between the two companies should not be affecting your clients from getting service. With the tickets being change and wrong tickets being sent and tickets not updated and system not communicating and not communicating with the client unless the client loses their minds, calls both companies to not get an answer, writing on facebook, sending messenger messages and here I sit with everything that is able to give me internet, yet here I am with nothing. I work from home, as many still do, however if I do not work, I do not get paid, so currently you are not only playing with my patience, but my livelihood!

Vumatel please urgently update your system that the installation process is complete, the line has been activated, so that Vox may dispatch a Technician today to my premises to configure my router.

Vox, your communication breakdown and systems unable to update or speak to each other, should at no cost be a problem to your client and be a reason to not complete this process. If you have a problem with Vumatel and their systems it should be sorted out among you. You should still strive to give your client the service and then sort out your issues with the systems afterwards.

Vumatel urgently advise the update has been done on your side and Vox urgently advise the time the technician will be arriving today.

PS: to Vox and Vumatel, there are really some amazing people on both of your teams, but your office and communication is faulty!

Regards, A very frustrated customer Lezel Labuschagne