1 reviews | Active since Sept 2016
If you want no service delivery- choose Wirulink
I had chosen Wirulink as my fiber provider as I had read some reviews that it was a premium company that might be a bit more expensive than other providers but had steller service.
This ended up being an utter lie. The first problem I had was with delivery of the router. I was first promised that I will receive delivery on the Friday, by two of their customer representatives, they even **** to me and said that it's in despatch right now. Eventually I received delivery the next week on Tuesday, and was told that they had no stock of the routers, meaning that their customer representatives were outright lying to me.
The second main issue is that it has been over 2 weeks, and still my fiber is not up and running. Everything has been installed from Vumatel's side, but WiruLink keep telling me that they are waiting for the ONT configuration from Vumatel. They first told me it should take 48 hours to be fine, then the manager, Sean, **** and said it takes 48 business hours, meaning 6 days. I called Vumatel and they said it should only take 48 hours, and not business hours. I am having to personally call Vumatel every second day to make them configure my ont, instead of WiruLink pressuring them to do it. Vumatel told me that if my ISP logs a ticket with them, then my problem would have been fixed long ago.
This has been happening for the last 2 weeks, and I still have no internet. I am quite worried as if this is how WiruLink treats it's new customers, then I wonder how it will treat already existing customers.
Dear Jharna
Thank you for giving feedback to better our service and communication to customers in the future.
Your order status with Vumatel was on "ONT configuration" on 30 Nov. Your router should have been collected by the courier by Friday 1 Dec to deliver on Monday 4 Dec, but this did not happen as planned and was only delivered on Wednesday 6 Dec. We have already addressed this internally to make sure this does not happen again in the future.
On Monday 4 Dec, we received communication from Vumatel that "We are still awaiting the premise to be created on our system" before they line can be configured. We've followed up with them via email on 12 Dec and again today without proper feedback.
We communicate regularly with Vumatel and they say configuration takes 48 business hours as they don't do any programming on weekends.
Unfortunately WIRUlink can not provide any service until the line have been configured to pass traffic from the end-user to WIRUlink's core network. Although we do what we can from our side to report and escalate problems with Vumatel, we would encourage you to also follow up with Vumatel to sort out the configuration until the order is back in WIRUlink's control.
We will contact you directly with updates on the progress hereof.
Yours faithfully
Shannon Van Blerk
Customer Service & Helpdesk Manager
Dear Jharna
Thank you for giving feedback to better our service and communication to customers in the future.
Your order status with Vumatel was on "ONT configuration" on 30 Nov. Your router should have been collected by the courier by Friday 1 Dec to deliver on Monday 4 Dec, but this did not happen as planned and was only delivered on Wednesday 6 Dec. We have already addressed this internally to make sure this does not happen again in the future.
On Monday 4 Dec, we received communication from Vumatel that "We are still awaiting the premise to be created on our system" before they line can be configured. We've followed up with them via email on 12 Dec and again today without proper feedback.
We communicate regularly with Vumatel and they say configuration takes 48 business hours as they don't do any programming on weekends.
Unfortunately WIRUlink can not provide any service until the line have been configured to pass traffic from the end-user to WIRUlink's core network. Although we do what we can from our side to report and escalate problems with Vumatel, we would encourage you to also follow up with Vumatel to sort out the configuration until the order is back in WIRUlink's control.
We will contact you directly with updates on the progress hereof.
Yours faithfully
Shannon Van Blerk
Customer Service & Helpdesk Manager