1 reviews | Active since Mar 2023
Paying for a service which you don't receive
At the end of January we experienced a complete fibre outage in the Noordheuwel area which lasted for 5 days - the problem was attributed to a fibre cable breakage (Vumatel infrastructure).
After 5 days the outage was rectified, and I requested a credit from Wirulink for the days we had no internet. After logging 2 queries with Wirulink's accounts department, their eventual reply was simply "due to the service being provided over a third party infrastructure (Vumatel), we are unable to issue any credit / payment breaks".
I am extremely disappointed in their response to this issue - Wirulink is my service provider and not Vumatel. I am paying Wirulink and not Vumatel. I would have expected Wirulink to credit my account for the days we had no internet, and take up the issue with their own service provider (Vumatel). But I suppose it's easier blaming someone else than to look after your own customers.
If this was not bad enough, the outage forced me to buy additional data to be able to do my work. So not only have I paid Wirulink for something I have not received, but have had to incur additional costs to compensate for their failure.
Paying for a service you don't receive seems rather wrong, don't you think? Or perhaps some companies are following Eskom's example.
Maybe it's time for me to look for another ISP.
Thank you for taking the time to post this. We understand your frustration and additional costs you had to incur to remain online while VUMA had to fix the fibre fault on their network. Unfortunately the fibre service and infrastructure provided by VUMA is labled as a "Best Effort" service with no SLA or uptime guarantees. Thus we are still being billed for services while they need to send their technicians to fix the service.
https://cdn.vumatel.co.za/files/VUMA-Installations-Terms-Conditions.pdf
If 24/7 guaranteed access are required we recommend getting a wireless backup service for your current fibre, our Wireless Professional service that includes an SLA (with priority support and penalties) or our Business Fibre (on DFA) that also has an SLA. These services come at a higher fee because of the dedicated and priority support attached thereto and downtime penalties in the SLA.
Contact our team directly to enquire about these alternative options if you are happy to upgrade to a service not offered by VUMA as a "best effort service".
Yours Faithfully,
WIRUlink Management
Thank you for taking the time to post this. We understand your frustration and additional costs you had to incur to remain online while VUMA had to fix the fibre fault on their network. Unfortunately the fibre service and infrastructure provided by VUMA is labled as a "Best Effort" service with no SLA or uptime guarantees. Thus we are still being billed for services while they need to send their technicians to fix the service.
https://cdn.vumatel.co.za/files/VUMA-Installations-Terms-Conditions.pdf
If 24/7 guaranteed access are required we recommend getting a wireless backup service for your current fibre, our Wireless Professional service that includes an SLA (with priority support and penalties) or our Business Fibre (on DFA) that also has an SLA. These services come at a higher fee because of the dedicated and priority support attached thereto and downtime penalties in the SLA.
Contact our team directly to enquire about these alternative options if you are happy to upgrade to a service not offered by VUMA as a "best effort service".
Yours Faithfully,
WIRUlink Management