Disappointing service and lack of urgency

[nadeem_k]

Hi

I came home yesterday, but my home fibre was not working. This is on the vumatel network.

I tried to call the call centre, and after 4 calls, I eventually got support to help.
- The first person could not hear me because her line was so bad
- The second person lied and said it was a Joburg-wide issue, then put me on hold for ages when the line eventually cut
The third time, the line cut while speaking to the agent, and the person didn't phone me back
- Finally, I spoke to a very helpful person who logged the issue and confirmed that the problem was specific to me, as there were no other issues in the area

At 12:06am I received an email from Vumatel that someone will come out to repair the fault. I now received a call from Cool Ideas "updating" me with the same info in the email.

- No ETA of the technician
- No confirmation when I will be back online
- No confirmation if the technician will require access to my property.
- And I am still paying the full months fee for not having any service

The help centre has zero urgency and willingness to help. One out of the four people I have engaged with in the last 24 hours had some willingness to help.

 

[epah]

- And I am still paying the full months fee for not having any service

Its only been half a day, relax.

 

[CoolEscalator]

Hi

I came home yesterday, but my home fibre was not working. This is on the vumatel network.

I tried to call the call centre, and after 4 calls, I eventually got support to help.
- The first person could not hear me because her line was so bad
- The second person lied and said it was a Joburg-wide issue, then put me on hold for ages when the line eventually cut
The third time, the line cut while speaking to the agent, and the person didn't phone me back
- Finally, I spoke to a very helpful person who logged the issue and confirmed that the problem was specific to me, as there were no other issues in the area

At 12:06am I received an email from Vumatel that someone will come out to repair the fault. I now received a call from Cool Ideas "updating" me with the same info in the email.

- No ETA of the technician
- No confirmation when I will be back online
- No confirmation if the technician will require access to my property.
- And I am still paying the full months fee for not having any service

The help centre has zero urgency and willingness to help. One out of the four people I have engaged with in the last 24 hours had some willingness to help.

Hi there, apologies for any negative experience you may have had.

I have located your ticket(#COOL-20250205-2309987), and seems the issue was logged 15 minutes before support closed last night.
We are not aware of what comunication Vumatel may send you directly, and our support staff are merely relaying the feedback from your ticket with Vumatel, to you.

The ETA for any fault is 24-72hrs, which was comunicated when the ticket was logged.

Regarding the multiple calls, I will mention that internally as well.
Our team , especially during the evenings, are unfortunately not always able to return calls that get disconnected, due to higher than normal call volumes.

Our team will continue to provide feedback once received.

EDIT:
Our QA team will investigate the concerns you have raised, and the matter will be handled internally.
Thank you for bringing this to our attention, and apologies again on behlaf of the team involved.