Disconnected again!!!!!

Disconnected again this month after paying my bill and here is how the conversation is going: [08:50, 8/27/2026] WebAfrica: The payment is reflecting but there is an outage in your area. [08:50, 8/27/2026] Judy Pillai: my neighbor has WiFi and he is on the same provider as us [08:52, 8/27/2026] WebAfrica: I understand but your serial number is one of the affected customers. [08:52, 8/27/2026] WebAfrica: They are busy fixing the issue. [08:52, 8/27/2026] Judy Pillai: When will it be fixed?? [08:52, 8/27/2026] WebAfrica: It's advised connection will be back soon. [08:53, 8/27/2026] Judy Pillai: I understand but your serial number is one of the affected customers. How can there be an outage in an entire area and only certain routers be affected [08:54, 8/27/2026] WebAfrica: It does happen, sometime you won't loose connection at the same time. [08:56, 8/27/2026] Judy Pillai: Can you provide the outage reference number? [09:00, 8/27/2026] WebAfrica: INC-*** [09:02, 8/27/2026] Judy Pillai: Please may I have a valid ticket that was logged, I will appreciate it [09:02, 8/27/2026] Judy Pillai: Has Vumatel acknowledged the fault and dispatched a technician if required [09:03, 8/27/2026] WebAfrica: Yes, ma'am that incident number is from Vumatel. [09:03, 8/27/2026] WebAfrica: It's advised they are busy fixing the issue. [09:04, 8/27/2026] Judy Pillai: Please may I have: The ticket status (Open, In Progress, Awaiting FNO, Resolved, etc.). Whether the ticket is a Vumatel outage or an individual line fault. The date and time it was logged. The latest update from Vumatel. The estimated time to restore service. [09:10, 8/27/2026] Judy Pillai: I have checked the Vumatel outage information for 27 August 2026. It states that a fibre outage is affecting Vuma Reach customers in Ethekwini/Phoenix/Trenance Manor. However, the outage information does not display an Outage ID, and the ‘Time Logged’ field is blank. You have advised me that INC-*** is the Vumatel incident number and that my specific ONT/serial number is affected. Please therefore provide the Vumatel Outage ID and confirm how my specific serial number has been identified as being affected by this incident. I would also like the latest Vumatel update and estimated restoration time. [09:11, 8/27/2026] Judy Pillai: You have what appears to be the Vumatel outage information, and it describes a Vuma Reach outage affecting customers in Phoenix/Trenance Mano r generally. It doesn't, from what is visible here, establish that my particular serial number is affected. [09:25, 8/27/2026] WebAfrica: Your serial number [09:25, 8/27/2026] WebAfrica: These are your details under the affected customers. [09:26, 8/27/2026] WebAfrica: There are a lot of customers affected by the outage and serial number is on the list. [09:29, 8/27/2026] Judy Pillai: Thank you, but this screenshot only confirms that my serial number appears on the list of affected customers. It does not provide the actual Vumatel incident details I requested. Please provide the date and time the outage was logged, the Vumatel incident/reference number, the date and time Webafrica escalated my fault to Vumatel, and the current status/estimated restoration time. I would also like confirmation that my specific service has been correctly associated with incident INC-*** [09:36, 8/27/2026] Judy Pillai: This is insufficient and generic, It does not provide the actual Vumatel incident details I requested. Please provide the date and time the outage was logged, the Vumatel incident/reference number, the date and time Webafrica escalated my fault to Vumatel, and the current status/estimated restoration time. I would also like confirmation that my specific service has been correctly associated with incident INC-*** [09:36, 8/27/2026] Judy Pillai: I need an estimated time of resolution [09:37, 8/27/2026] WebAfrica: They didn't provide a specific timeframe; they only advised that the connection would be restored soon.

Literally Torturous!!!!