Unresolved ticket

This is a formal complaint.

I reported a tampered Fibre line on the 2 January 2025 via WhatsApp chat as my internet was down. Ticket No. 273575. Which I was advised it will be resolved within 24-72 hours. I provided an image of the cable that was broken outside of the property as well the casing that covers the cable was broken and the line broken.

They tried to get in contact with me, however the number that they tried to contact was no longer in use***) and I received an email on the 3rd January that they are not able to get in contact with me and they need someone at the property while inspection is being done.

I contacted support the on the 7th to advise to advise on the number to contact me on, which I still did not get a call on ***).

I contacted support again the next day the 8th to advise I'm awaiting a call back regarding my issue, which I still did not get a call back and I got again an unscheduled appointment, which they did pitch on that day luckily my wife was home for the inspection, which took place.

The complaint is. That I took pictures of the broken cable outside the property and you can check the images I sent and there was no issues with the piping inside of the property, however while the inspection was taking place my wife watched the maintenance guy and he broke the piping off the wall inside of the property and pulled the cable into the yard, and I received an email to say that I have to pay for the damaged line as it's inside of the property.

They sent me a quote of R800 to change the line as there is not enough slack for it to be fixed. Please check the pictures I sent over the chat compared to the pictures they sent where be broke the piping off the wall and pulled out the cable inside of the pipe that was not the issue. The maintenance guy(Ashley) broke the cable into the property and pulled the remaining slack from outside the property into the property and I don't know if they is to put the cost on me to fix the line, but as I mentioned and send proof that the cable was broken outside the property which I will not be paying for. This was on the new ticket that I also requested to be opened 275423

I have also requested a manger call back on chat from the chat agent sinovuyo on the same day, which I have not received and I provide the number that I could be contacted on and had no call back.

Furthermore, I've already paid for the month of January and this issue is being prolonged due to your maintenance guy breaking the line further into the property so that I can pay for the repair, which I mentioned was not inside of the property and this is going in for the 2nd week in the month that is 2 weeks going on that I'm not able to use the line I paid for. If this is not resolved within this week. I want to be reimbursed for the weeks I could not use the line I paid for.

Please look into the above and advise accordingly.

Shout with any questions you may have.

Regards,