Fibre Accountability

[nani2ratna]

Recently our complex got fibre installed by vumatel and i got it activated in my unit. My ISP is Rocketnet. Line activated on Feb 2nd and went down on Feb 9th afternoon and logged a ticket with Rocketnet and they logged ticket with Vumatel. On ONT box I see red light on ALARM. So i have been calling vumatel and rocketnet to get to know the status. basically rocketnet cant do anything as it is line / ont box issue. But they promised before i go with them that if I have any problem with the line I should speak with rocketnet agents and they will sort it out for me. But they are not doing ANYTHING.
So then speaking with vumatel and they been escalating everyday and nodody came to do anything.

As I am very new to FIBRE, I dont understand who is accountable for this. I just activated fibre line with vumatel and my isp is Rocketnet. If anything goes wrong who is responsible for it and why they keep pointing out to other people saying that there is nothing todo by them. is there any proper process that they can follow.

I am very new to posting in this forum.. sorry if something is wrong...

 

[Sopbeen]

Vumatel is responsible for the ONT and the Line. Rocketnet cannot do anything, as they literally just provide the ISP service. So they just log a ticket with Vuma.

I would advise you to escalate the matter to Vumatel management and to start taking down names and reference numbers. If you keep following up daily, the matter will receive attention. They are probably having a hard time getting to all of the installations and maintenance on the current infrastructure. Things are expanding fast.

Remember: The Squeaky Wheel gets the grease.

 

[nani2ratna]

Thanks for the reply @Sopbeen. I tweeted them and speaking with them everyday and dont know how to speak with their managers. Can you give me any idea to get hold of their management.

 

[EasyUp Web Hosting]

Day 1: Phone them, an call agent should answer. First thing to ask him/her, is to speak with his/her line manager.
Day 2: Same steps, but then the first thing you ask the line manager, is to speak with his manager.
Day 3: The next manager and go on until your problem is resolved.

 

[nani2ratna]

Thanks bait..tried that yesterday ...actually called 5 times...1st agent told me the manager is in meeting..2nd agent told me cant see the manager...i think they lie about it and all 5 agents told me that he/she will speak with their manager and ask the manager to call me....but nothing happened...but luckily today got call from link africa and will see how it goes. will update it here so it can help others

 

[EasyUp Web Hosting]

Good luck dude.

 

[nani2ratna]

Another update ...yesterday link africa guy came and checked & tested everything...he said that ONT box needs to be reconfigured. I dont know what that means as it was working fine for 1 week. Anyway will keep you posted