Worst ever service

worst service i have ever experienced. here is my whatsapp conversation: [17:09, 1/16/2021] Jean: Hi - Please can you assist me? [17:09, 1/16/2021] ***: Hi Jean, thank you for making use of our Whatsapp support chat.

Our friendly bot, Willie will try to answer any questions you may have. Please keep your questions as short and concise as possible to get the best results.

You may also use the following menu shortcuts (type the shortcut in bold below).

0: Main Menu. 1: Check available internet services/products in your area. 2: Troubleshoot your internet connection. 3: Check if you're affected by any network outages. 4: Get transferred to one of our agents and chat via Whatsapp. 5: Check the status of your line fault. 6: Search our Knowledgebase Articles for assistance. 7: Close your existing session and start a new one. 8: Get your latest Statement & Invoices [17:09, 1/16/2021] ***: Update on Your Fibre Order

Your Fibre Order Follow Up

What you need to know Your Fibre order is still with Vumatel Aerial. We are frequently following up on your behalf and to date we have not received any new information. As soon as they have accepted the order we will let you know via email and sms.

I already have a Fibre box INSIDE my house: That's great news. That means the previous occupant of your house already had Fibre installed. In some instances we can move straight to getting you active but in some cases the installers still need to do a site visit. Please let us know by pressing 4, so we can move onto the final step and get your Fibre active.

Do I need to do anything? Rest assured, we will keep pushing to get your installation don… [17:09, 1/16/2021] ***: Keep your finances safe from credit card *****, switch to Debit Order & you could WIN one of 3 cool prizes. See how to switch: https://bit.ly/WA-Debit [17:09, 1/16/2021] Jean: 4 [17:10, 1/16/2021] ***: Thanks Jean Pretorius. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry. 2: I have a connection/speed issue and need assistance. [17:10, 1/16/2021] Jean: 2 [17:10, 1/16/2021] ***: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. My internet is down 2. My internet is slow 3. Other [17:10, 1/16/2021] Jean: 3 [17:10, 1/16/2021] ***: Thanks Jean Pretorius, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT. [17:13, 1/16/2021] Jean: Hi? [17:13, 1/16/2021] ***: I'm still trying to put you through to one of our Live Chat agents, if however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [17:45, 1/16/2021] ***: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [18:00, 1/16/2021] ***: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [18:01, 1/16/2021] Jean: why does it take so long? [18:01, 1/16/2021] ***: I'm still trying to put you through to one of our Live Chat agents, if however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [18:01, 1/16/2021] Jean: Always... This is not longer than usual [18:01, 1/16/2021] ***: I'm still trying to put you through to one of our Live Chat agents, if however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [18:05, 1/16/2021] ***: Sibongile: Hi there, my name is Sibongile, how can I assist you today? [18:11, 1/16/2021] Jean: i would want an update on my order please [18:12, 1/16/2021] ***: Sibongile: Thank you for your enquiry, unfortunately, I will not be able to assist you on this query, for all fibre and LTE order enquiries you will please need to contact our Provisioning department on *** [18:12, 1/16/2021] Jean: i desperately need fiber set up at my house and if your one service provider is dragging its feet then change [18:12, 1/16/2021] Jean: no [18:12, 1/16/2021] ***: Sibongile: Please note that our Provisioning departments working hours are Monday to Friday, from 8am to 5pm. [18:12, 1/16/2021] Jean: you can help me [18:13, 1/16/2021] Jean: this is by far the worst service i have ever experienced [18:13, 1/16/2021] Jean: i spent an hour on call with you people yesterday for a promise that you will contact me today and then nothing [18:13, 1/16/2021] ***: Let me try to reconnect you to the Live Chat agent you were chatting to, please hold a moment... [18:13, 1/16/2021] Jean: YOU WILL HELP ME NOW [18:13, 1/16/2021] ***: I'm still trying to put you through to one of our Live Chat agents, if however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [18:15, 1/16/2021] ***: Oh dear, unfortunately it seems there are currently no agents available. Our office hours are 7am - 9pm, Monday to Friday and 8am - 6pm on Weekends. I have sent a call back request to our agents and they will contact you back on Whatsapp as soon as they are available. In the meantime, perhaps I can help you with your query? Type 0 to see the main menu. [07:02, 1/17/2021] ***: I'm so sorry we've not yet managed to get back to you. I will continue to bug our agents until one of them is available to get in touch with you.

Whatsapp imposes a 24h session limit if there are no responses from your side though, so in order to keep this session alive and if you'd still like me to have an agent to contact you, please could you simply type anything you like below.

Otherwise, you can ignore this message and your session (and call back request) will expire at: 2021-01-17 18:13:35 [07:41, 1/17/2021] Jean: No. I want help [07:41, 1/17/2021] ***: Please choose an appropriate option from the menu below.

0: Main Menu. 1: Check available internet services/products in your area. 2: Troubleshoot your internet connection. 3: Check if you're affected by any network outages. 4: Get transferred to one of our agents and chat via Whatsapp. 5: Check the status of your line fault. 6: Search our Knowledgebase Articles for assistance. 7: Close your existing session and start a new one. 8: Get your latest Statement & Invoices [07:41, 1/17/2021] Jean: This is the worst ever [07:41, 1/17/2021] ***: Please choose an appropriate option from the menu below.

0: Main Menu. 1: Check available internet services/products in your area. 2: Troubleshoot your internet connection. 3: Check if you're affected by any network outages. 4: Get transferred to one of our agents and chat via Whatsapp. 5: Check the status of your line fault. 6: Search our Knowledgebase Articles for assistance. 7: Close your existing session and start a new one. 8: Get your latest Statement & Invoices [07:41, 1/17/2021] Jean: 5 [07:41, 1/17/2021] ***: Can you please provide me with your fault reference number so I can take a look for you? [07:41, 1/17/2021] Jean: 4 [07:41, 1/17/2021] ***: Hmm, I can't seem to locate that fault reference on our systems. Please check the reference number and type 5 to try again. 4 [07:41, 1/17/2021] Jean: 4 [07:41, 1/17/2021] ***: Thanks Jean Pretorius. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry. 2: I've received all the components necessary to go online but need help setting them up. 3: I need an update on my order, delivery or installation. 4: I want to order a service. 5: I have a connection/speed issue and need assistance. [07:42, 1/17/2021] Jean: 3 [07:42, 1/17/2021] ***: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation 2. I need to reschedule the agreed day or time for my installation 3. I recently placed an order and need assistance correcting the address 4. Im following up on my order, installation or service activation 5. Im following up on my upgrade or downgrade request 6. Im following up on the delivery of my router 7. Im not happy with the installation at my premises 8. My service was cancelled and Im following up on its reconnection 9. Other 10. The installer failed to pitch up for my installation [07:42, 1/17/2021] Jean: 4 [07:42, 1/17/2021] ***: Oh dear, unfortunately it seems there are currently no agents available for Live Chat. Our office hours are 7am - 9pm, Monday to Friday and 8am - 6pm on Weekends. I have sent a call back request to our agents and they will contact you back on Whatsapp as soon as they are available. In the meantime, perhaps I can help you with your query? Type 0 to see the main menu or just ask me your question and I'll see if I can search for the answer. [07:42, 1/17/2021] Jean: This is pathetic service [07:42, 1/17/2021] ***: Please choose an appropriate option from the menu below.

0: Main Menu. 1: Check available internet services/products in your area. 2: Troubleshoot your internet connection. 3: Check if you're affected by any network outages. 4: Get transferred to one of our agents and chat via Whatsapp. 5: Check the status of your line fault. 6: Search our Knowledgebase Articles for assistance. 7: Close your existing session and start a new one. 8: Get your latest Statement & Invoices [08:04, 1/17/2021] Jean: 4 [08:04, 1/17/2021] ***: Thanks Jean Pretorius. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry. 2: I have a connection/speed issue and need assistance. [08:04, 1/17/2021] Jean: 2 [08:05, 1/17/2021] ***: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. My internet is down 2. My internet is slow 3. Other [08:05, 1/17/2021] Jean: 3 [08:05, 1/17/2021] ***: Thanks Jean Pretorius, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT. [08:05, 1/17/2021] Jean: Worst service I have ever experienced [08:05, 1/17/2021] ***: I'm still trying to put you through to one of our Live Chat agents, if however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [08:10, 1/17/2021] Jean: Helllloooooooooo? [08:10, 1/17/2021] ***: I'm still trying to put you through to one of our Live Chat agents, if however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [08:20, 1/17/2021] Jean: Your chat opened at 8. How is this possible? [08:20, 1/17/2021] ***: I'm still trying to put you through to one of our Live Chat agents, if however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [08:41, 1/17/2021] Jean: Hi I don't understand this [08:41, 1/17/2021] ***: I'm still trying to put you through to one of our Live Chat agents, if however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [08:45, 1/17/2021] ***: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [08:45, 1/17/2021] Jean: This is not longer than usual.. This is the sort of response and respect you show to all your customers... [08:45, 1/17/2021] ***: I'm still trying to put you through to one of our Live Chat agents, if however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [09:00, 1/17/2021] ***: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [09:00, 1/17/2021] Jean: the disregard you guys have for customers is unbelievable [09:00, 1/17/2021] ***: I'm still trying to put you through to one of our Live Chat agents, if however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. [09:15, 1/17/2021] ***: Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy or unavailable.

A call back request has been sent to our agents and they will contact you (on Whatsapp) as soon as they are available. Please note our Whatsapp times are between 7am - 9pm, Monday to Friday and 8am - 6pm on Weekends.

In the meantime, perhaps I can help you with your query? Type 0 to see the main menu. [09:17, 1/17/2021] Jean: lol, not sure what that means... nobody ever contacts me [09:17, 1/17/2021] ***: Please choose an appropriate option from the menu below.

0: Main Menu. 1: Check available internet services/products in your area. 2: Troubleshoot your internet connection. 3: Check if you're affected by any network outages. 4: Get transferred to one of our agents and chat via Whatsapp. 5: Check the status of your line fault. 6: Search our Knowledgebase Articles for assistance. 7: Close your existing session and start a new one. 8: Get your latest Statement & Invoices [09:34, 1/17/2021] Jean: 4 [09:34, 1/17/2021] ***: Thanks Jean Pretorius. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry. 2: I have a connection/speed issue and need assistance. [09:34, 1/17/2021] Jean: 2 [09:34, 1/17/2021] ***: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. My internet is down 2. My internet is slow 3. Other [09:34, 1/17/2021] Jean: 3 [09:34, 1/17/2021] ***: Thanks Jean Pretorius, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.