2 days with no connection

Ianf1

Ianf1

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Hi I reported very bad conection ticket number 955507. When I asked for this to be escalated the connection stopped altogether (flashing blue light on wall box).
I have been trying to escalate this but am told that Vumatel are not responding to requests from your staff. Can you try and escalate this so a connection can be reestablished and then get it to a reasonable standard.
Are Vumatel always this unresponsive?
 
It's now 3 days and still your staff tell me they are waiting for a Vumatel response and they will phone back when they get a response. Still waiting for a call back today. So I guess that no one cares at cool ideas or Vumatel this is a sad state of affairs
 
PBCool said:
Hi I'm checking for you
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It's now 4 days with no line, I phoned your office and was told that this can only be escalated Monday morning by management. Quite strange for a 24/7 service.
Is this the normal service from Cool Ideas?
I am dumbfounded by how scared your staff are of Vumatel.
 
Ianf1 said:
It's now 4 days with no line, I phoned your office and was told that this can only be escalated Monday morning by management. Quite strange for a 24/7 service.
Is this the normal service from Cool Ideas?
I am dumbfounded by how scared your staff are of Vumatel.
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Hi, it has been logged with Vumatel and escalated once again, its not a case of scared of Vumatel these are best effort services and we need to follow said process.

All we can do is escalate as much as possible unfortunately. I will apply pressure from my side as well.

I imagine with all the load shedding there may be some backlog on their side.
 
PBCool said:
Hi, it has been logged with Vumatel and escalated once again, its not a case of scared of Vumatel these are best effort services and we need to follow said process.

All we can do is escalate as much as possible unfortunately. I will apply pressure from my side as well.

I imagine with all the load shedding there may be some backlog on their side.
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Thanks for the reply. My impression after speaking to your staff is they are scared of Vumatel or there is no way to get Vumatel to do there job as I was told there is no feedback from them and they have to wait until Monday to escalate.

It is so frustrating waiting for the Vumatel gods to do their job and no sense of urgency.
 
Ianf1 said:
Now 5 days and no feedback about when someone will actually look at this!
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This is the state of consumer fibre internet in SA. We had better service with Telkom back in the day. Vumatel/Frogfoot/Octotel etc simply do not care in the end and the poor ISPs have to bear the brunt of the backlash when there are issues.
 
Aghori said:
Finally.

Switch to Afrihost - those guys strong-armed Vuma for me and got me up and running in hours.
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Most repairs are very quick, unfortunately if there is a backlog there can be delays. Especially over weekends as they run with fewer staff.
 
PBCool said:
Most repairs are very quick, unfortunately if there is a backlog there can be delays. Especially over weekends as they run with fewer staff.
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Then why don't you get back with proper ETA;s, status updates etc? On a similar occasion to poster - I wasted R1000 loading data bundles onto my dongle, because of lack of updates. Also had to waste tons of time proving that it's not related to only my line. Then I asked to get compensated and the answer was no.
 
chrisGolf said:
Then why don't you get back with proper ETA;s, status updates etc? On a similar occasion to poster - I wasted R1000 loading data bundles onto my dongle, because of lack of updates. Also had to waste tons of time proving that it's not related to only my line. Then I asked to get compensated and the answer was no.
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Unfortunately not possible as mentioned these are best effort services, so we can escalate at certain points of the fault but if there isn't a team available there can be delays. We don't get any active comms from Vumatel in this sort of situation.

If connectivity is that critical then a backup is always advised.

Is there something I can assist with at the moment @chrisGolf ?
 
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I remember the days of telkom ADSL and for me it was a nightmare everytime it rained my line went down. Sometimes took telkom 2 to 3 weeks to even send a technician. With Vumatel, my line is hardly ever down.
 
xefor said:
I remember the days of telkom ADSL and for me it was a nightmare everytime it rained my line went down. Sometimes took telkom 2 to 3 weeks to even send a technician. With Vumatel, my line is hardly ever down.
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It's seems to be hit and miss, largely dependent on the area? and the infrastructure? i.e. my story is the opposite, ADSL was generally stable, but did suffer congestion at times, but stable in terms of uptime. Vuma for me goes through stages, it's stable for months, and then goes through a patch of weird random disconnects, and then the disconnects turn into hours or even days, then all of a sudden stable again for months.
I think what is compounding the issue for me is the fact there is a third service provider/FNO involved, DFA, if I understand it corretly, Vuma (formerly SADV) does the last mile, then I believe DFA is used to terraco? So there are 3 layers to go through sometimes, and each layer is blaming the other. highly frustrating.

I sometimes think, it would be better if openserve was an option, as it's "one" service provider - telkom, but again, openserve also seems to be hit and miss ? either it get's praised, or there are even worse horror stories ?
 
PBCool said:
Unfortunately not possible as mentioned these are best effort services, so we can escalate at certain points of the fault but if there isn't a team available there can be delays. We don't get any active comms from Vumatel in this sort of situation.

If connectivity is that critical then a backup is always advised.

Is there something I can assist with at the moment @chrisGolf ?
Click to expand...
please look at ticket #COOL-20220510-930871
 
chrisGolf said:
It's seems to be hit and miss, largely dependent on the area? and the infrastructure? i.e. my story is the opposite, ADSL was generally stable, but did suffer congestion at times, but stable in terms of uptime. Vuma for me goes through stages, it's stable for months, and then goes through a patch of weird random disconnects, and then the disconnects turn into hours or even days, then all of a sudden stable again for months.
I think what is compounding the issue for me is the fact there is a third service provider/FNO involved, DFA, if I understand it corretly, Vuma (formerly SADV) does the last mile, then I believe DFA is used to terraco? So there are 3 layers to go through sometimes, and each layer is blaming the other. highly frustrating.

I sometimes think, it would be better if openserve was an option, as it's "one" service provider - telkom, but again, openserve also seems to be hit and miss ? either it get's praised, or there are even worse horror stories ?
Click to expand...
so weirdly, mybb posted this article this morning;
mybroadband.co.za

New report shows Openserve preferred over Vumatel, Vodacom, and Frogfoot

Analytico’s 2022 South African Broadband and ISP Brand Report revealed that Openserve is the most popular fibre operator, followed by Vumatel, Vodacom, Frogfoot, and Metrofibre.
mybroadband.co.za mybroadband.co.za
 
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