Hellopeter
Share Your Experience
ND
Neville D

1 reviews | Active since Sept 2018

23 Nov 2018, 08:39

Zero indication of resolution on call logged!

I am in IT support and look after a huge international company. The CEO of the company has a 100Mb fibre line at his home. The line went down on the morning of the 21 November 2018. I contacted C-Fibre, the ISP, who informed me that the issue is with the actual fibre line and they would escalate the issue to Vumatel. I've since been on the phone with Vumatel numerous times each day since, being assured that the ticket has been assigned the highest priority. My frustration is the fact that no-one at Vumatel can give me any update on the progress other than "the ticket has been assigned to a team and they will contact the owner when they are ready to go to the home". I've asked non stop for ANY kind of update other than this, but I am being ignored.

This is unacceptable for one of the biggest fibre providers in the country. I get that technicians are busy. But it takes nothing to contact me with some kind update of when they actually plan to do anything.

Vumatel is creating a very bad image of service to our international client.

I am seriously disappointed!

Ticket: isp47970

0
Replies (2)
ND
Neville D's update23 Nov 2018, 09:31
Reviewer Update
Thank you. As I said in the details, can someone give me any more feedback? I need to know when the team will be attending to this. I realize there will some work involved and might take a bit of time once they get to the problem. It just makes it so much easier if I can tell my client that the team are onsite working on it, or they plan to be there this morning or afternoon or next week or Christmas. Just something that is not a blanket update that can pretty much mean anything. Thanks for getting back to me.
ND
Neville D's update23 Nov 2018, 16:06
Reviewer Update
Thank you Vumatel for getting the issue fixed today, so soon after posting on here. I would like to particularly thank Riaan, the technician that went out as he was friendly and kept me up to date on the progress as well as feedback once sorted.