Endless issues getting set up with Telkom on Vumatel

SlinkyMike

SlinkyMike

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Is there a Telkom rep active on thas site?

We have been from pillar to post since getting the CPE installed, lost orders, went into the branch, told to call Vuma, Vuma tells us to call Telkom...

Call centre on hold for almost a full day. Finally get through to Telkom, after having retrieved our own order number that they couldn't find and they say that the router should be on it's way can we hold while they call the courier.

We hold, get cut off.

We call back they say that Vuma was supposed to send the router.. ffs. no one knows what;s supposed to be happening - clearly.

Has anyone successfully undertaken this Sisyphean task? Who supplies the router? Is there someone we can talk to on the forum.

At wits end, about to crowbar CPE off the wall, tie it to a brick and send it through the nearest Telkom offices window.
 
ISP provides the router when you sign up for a fibre package. They normally send out a courier.

You either pay a installation fee, which covers the cost of the router, or they recoup the cost if you cancel within 6 months.

I would get on the phone with Vumatel, as it seems that they are the ones dropping the ball. Get a hold of a rep, explain the situation and give him a chance (24 hours) to resolve it. If they don't resolve it, ask to escalate the matter to a manager.
 
Sopbeen said:
ISP provides the router when you sign up for a fibre package. They normally send out a courier.

You either pay a installation fee, which covers the cost of the router, or they recoup the cost if you cancel within 6 months.

I would get on the phone with Vumatel, as it seems that they are the ones dropping the ball. Get a hold of a rep, explain the situation and give him a chance (24 hours) to resolve it. If they don't resolve it, ask to escalate the matter to a manager.
Click to expand...

mmm, I agree with most of this, but in this situation, Telkom is the ISP and Vumatel provide the last mile. The CPE is the responsibility of Vumatel. But for the router you are in the hands of Telkom. So it's Telkom you need to contact about the missing router.
 
I had very much the same situation, fibre installed and activated then order placed for Telkom as ISP on 22 November via Vumatel shop.

Emailed Vuamtel support on 24 November as I had heard nothing back, no reply.

Called Vumatel support on 27 November, they say I must get hold of Telkom. At this point I get a bit shirty with the poor guy on the other end about it being their order and not mine, he talks to his manager and they agree to open a work order. When I got home I checked the Vumatel portal, still no service active.

That afternoon a courier pitches to deliver a modem (paperwork says Telkom). Fifteen minutes later two Vumatel employees pitch up, they check with the office and the service has been activated, portal says service is active, plug in my existing router and everything lights up.

Moral of the story: Keep at them on the phone and maybe something will actually happen.
 
SlinkyMike said:
god, they found the blimmin order eventually, apparently there is a courier en route with the damned thing.

Regarding going with Telkom as an ISP, I've made a huge mistake. Some people never learn.
Click to expand...

lol I refused to believe it, hence why I gave the wrong advice. Glad you got sorted. Squeaky wheel gets the grease.
 
I placed an order for Vumatel Fibre with Telkom as my ISP on 5th October 2018. More than three months later and 6 visits to Telkom, I still don't even have an order number. Telkom say each time that they will resend the application to Vumatel. Vumatel say contact Telkom.
 
SlinkyMike said:
Is there a Telkom rep active on thas site?

We have been from pillar to post since getting the CPE installed, lost orders, went into the branch, told to call Vuma, Vuma tells us to call Telkom...

Call centre on hold for almost a full day. Finally get through to Telkom, after having retrieved our own order number that they couldn't find and they say that the router should be on it's way can we hold while they call the courier.

We hold, get cut off.

We call back they say that Vuma was supposed to send the router.. ffs. no one knows what;s supposed to be happening - clearly.

Has anyone successfully undertaken this Sisyphean task? Who supplies the router? Is there someone we can talk to on the forum.

At wits end, about to crowbar CPE off the wall, tie it to a brick and send it through the nearest Telkom offices window.
Click to expand...

So, the real question is why would you use Telkom as your ISP out of all the options available on the Vumatel open access network?
 
I have the same question, why on earth with everything that we know would anyone want to have anything to do with Telkom? Most people get fibre to get AWAY from Telkom not jump back into the frying pan with them.
 
pinball wizard said:
So, the real question is why would you use Telkom as your ISP out of all the options available on the Vumatel open access network?
Click to expand...

Best deal out there. Got all this sorted eventually. Free router and installation, decent price and constant 20meg bandwidth. Teething problems but humming along nicely since then.
 
Stayed with Telkom (and had no problems) because I pay with a business credit card - other ISPs want debit orders so they can go whistle.
 
BrettR said:
Stayed with Telkom (and had no problems) because I pay with a business credit card - other ISPs want debit orders so they can go whistle.
Click to expand...

All the major ISPs allow payment by debit or credit card, never seen a single one that doesn't.
 
Sinbad said:
Why the hell would anyone go with Telkom?

Seriously man....
Click to expand...
Contract Terms, in simple terms converting an existing ADSL Contract to Fiber for the remainder.

But then you are stuck with trying to cancel said fiber line in the end for four months and counting...

Also, you have not experienced fiber, until you are on a one-to-one, unshaped, unthrottled, symmetrical link from a proper ISP (and yes Telkom is not a proper ISP in my view)...
 
D4N_CPT said:
Contract Terms, in simple terms converting an existing ADSL Contract to Fiber for the remainder.

But then you are stuck with trying to cancel said fiber line in the end for four months and counting...

Also, you have not experienced fiber, until you are on a one-to-one, unshaped, unthrottled, symmetrical link from a proper ISP (and yes Telkom is not a proper ISP in my view)...
Click to expand...

Signing a contract with Telkom in the first place is pretty silly though when you could have got your ADSL on a month-to-month basis. There's absolutely no need to sign a 24-month contract for ADSL unless you want get the crappy "free" router that Telkom gives you in exchange for your soul.
 
BrettR said:
Stayed with Telkom (and had no problems) because I pay with a business credit card - other ISPs want debit orders so they can go whistle.
Click to expand...

Are you sure? I know as a fact as I used both, that cool ideas and afrihost allowed month to month with credit and debit card.
 
BrettR said:
Stayed with Telkom (and had no problems) because I pay with a business credit card - other ISPs want debit orders so they can go whistle.
Click to expand...

No wonder you stayed with Telkom. You know nothing. Stupid is as stupid does.

CISP:
  • Accounts & Billing
Expand All | Collapse All
  • 1. Do i have to be on debit order?


    No you don't. Debit order makes your payment more automatic but you can also pay via our easy PayFast portal with your Credit Card every month. Please note this is a manual process.
https://www.cisp.co.za/faq/
 
Who pulled your chain ? Bloody rude twat.

Not that it is any of your business but my company covers my phone and internet bills so I have one payment for Telkom.

pinball wizard said:
No wonder you stayed with Telkom. You know nothing. Stupid is as stupid does.

CISP:
  • Accounts & Billing
Expand All | Collapse All
  • 1. Do i have to be on debit order?


    No you don't. Debit order makes your payment more automatic but you can also pay via our easy PayFast portal with your Credit Card every month. Please note this is a manual process.
https://www.cisp.co.za/faq/
Click to expand...
 
Seems nothing has changed in 2021....
I am totally frustrated and cannot speak to anyone one in a management position to sort my problem out. I applied for fiber through Telkom. Was told the order was cancelled because I already have fiber, would be stupid to apply twice… On Thursday I spoke to Semone Harper from Vumatel, who asked me to send an email with the subject: premise linked incorrectly. I explained the urgency of the situation as I run my business from home and now have no internet. The network identifier is VT-MBT-OB-0068. I have tried to solve this via FB as well but I am being asked for a order number from Vumatel who Telkom tell me they don’t have because the order was cancelled. I am the person in the middle with the problem and no one is prepared to solve this matter.

Would appreciate any advice.
 
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