Zero transparency, zero customer accountability during outage

Zero transparency, zero customer accountability during outage

I have been without fibre for 5 days due to a network issue, and the handling of this outage by Vumatel has been extremely poor.

The biggest issue is not even the downtime itself, but the complete lack of communication. Vumatel refuses to provide meaningful updates to customers and instead redirects everything to ISPs. However, ISPs are also not receiving any real information beyond the same generic line: “teams are investigating.”

This creates a completely broken communication chain where no one is actually accountable to the end customer, and no one can provide timelines, cause of the issue, or progress updates.

For 5 days there has been:

No clear explanation of the fault No estimated time of restoration No direct communication from Vumatel Only vague, repeated “investigating” responses passed through ISPs

As a customer, this is unacceptable. Fibre is a critical service, and outages happen—but what separates a professional provider from a poor one is communication and transparency. Vumatel fails badly on both.

At this point I would give them 0 stars if it were possible in regards to how little they care about their customers.

The impression left is that customer satisfaction is not a priority and that customers are expected to simply wait indefinitely without information.