Vumatel: Zeros not Heroes

I recently thought it was time to transition from LTE to fibre . Since Vumatel was the infrastructure provider in the area, irrespective of who my internet service provider was, I had to get Vumatel to do the line commissioning. This was supposed to be simple since they had already dug up the common driveway in our complex to put in the infrastructure in our complex - well I was so wrong!

The actual installation went well - they contacted me shortly after requesting the installation, I confirmed my appointment slot online and the actual installation of my CPE device and wiring was done within 2 weeks. I actually gave the installation team a 5-star rating when they were done. Having asked the installation team what is next they told me the next step can be done in a day because they work outside and don't need to gain access to my property again.

Well, 6 weeks later and after plenty of phone calls, emails and pleas, I still am without a fibre connection. The customer contact centre takes your call, puts you on hold, speaks to somebody and tells you "something" to get you off the line. I have been placed on hold for over 15 minutes on some of my follow-up calls. The operators can't provide you with an accurate status because they rely on somebody in the background and there is zero accountability for the service (or lack thereof). Requesting to speak to a supervisor has just refused, no escalation contact details are provided and nobody accountable for the buck stopping somewhere. Effectively, each time you call, you waste your own time and theirs.

I received an email 3 weeks ago apologising for their backlog and promised to have me up and running no later than a week after the email. I forwarded the said email to every contact email on their website (sales, information, installations). All I received was a copy of my email being directed from one department to another department requesting them to attend to my issue.

I have now also tried to reach out to their executive team (Head of Installations, CEO and Customer Services Manager) via LinkedIn. I'm hoping that this may spark somebody into action but almost a full day has passed and I have still not heard from anybody. I called them today as well and again went through the same process and got no information nor any answers.

PLEASE HELP! I don't know what to try next but I guess I am being ransom because I don't have another infrastructure provider to turn to as an alternative.