Hi Captain Axxess,
I need urgent senior management intervention regarding my pending Vumatel line activation. My physical Fibre Termination Box and ONT were installed more than a week ago under the explicit promise that activation would take 2-3 days.
Instead, I have been caught in a frustrating loop of finger-pointing and broken promises: 1. On Thursday, I escalated this to the Head of Operations. I received a lengthy apology but no resolution—only further stalling requests for information and photos to prove the ONT has power (which it does).
2. Yesterday (Friday), both Axxess and Vumatel sent notifications demanding I be available at 16:00 to finalise the line. Vumatel even messaged about an unscheduled technician visit at 11:30. I arranged my entire day to accommodate this.
3. Later in the afternoon, without a single courtesy call or email to me, Vumatel simply updated my online portal profile to state the activation is "on hold." This level of customer service and total lack of communication is completely unacceptable.
Both providers have failed to deliver a basic connection despite the hardware being fully installed for over a week. Please pass this directly to your senior network operations managers to get Vumatel to flip the switch.
Axxess Account Number: 379343
Vumatel Order/Ticket Number: LVC-170726-00316820
I need urgent senior management intervention regarding my pending Vumatel line activation. My physical Fibre Termination Box and ONT were installed more than a week ago under the explicit promise that activation would take 2-3 days.
Instead, I have been caught in a frustrating loop of finger-pointing and broken promises: 1. On Thursday, I escalated this to the Head of Operations. I received a lengthy apology but no resolution—only further stalling requests for information and photos to prove the ONT has power (which it does).
2. Yesterday (Friday), both Axxess and Vumatel sent notifications demanding I be available at 16:00 to finalise the line. Vumatel even messaged about an unscheduled technician visit at 11:30. I arranged my entire day to accommodate this.
3. Later in the afternoon, without a single courtesy call or email to me, Vumatel simply updated my online portal profile to state the activation is "on hold." This level of customer service and total lack of communication is completely unacceptable.
Both providers have failed to deliver a basic connection despite the hardware being fully installed for over a week. Please pass this directly to your senior network operations managers to get Vumatel to flip the switch.
Axxess Account Number: 379343
Vumatel Order/Ticket Number: LVC-170726-00316820
