Internet Down - 100+ Hours This week

T

throughtheiris25

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Hello

Sadly, Afrihost and Vumatel support have been giving me the runaround.

Been having issues with Internet for a week now. Two tickets logged - Issue resolved for a few days but came back after first ticket closed - Vandalism caused initial issue but it persisted - 100 hours without Internet in last week - Afrihost will simply add things to the ticket, Vumatel will tell me someone will come out, yet no one shows up or calls me - 20+ contacts with either support team - latest is Vuma changed Ticket status to resolved, yet I haven’t heard from them in days.

Desperate, because it seems I am being stringed along by both teams. No one is willing to escalate or actually get Vumatel to do anything.

Please @Afrigirl @AfriGuy, @AfriFella can someone help me resolve this issue.

Ticket ISP-1093048
 
Last edited:
throughtheiris25 said:
Hello

Sadly, Afrihost and Vumatel support have been giving me the runaround.

Been having issues with Internet for a week now. Two tickets logged - Issue resolved for a few days but came back after first ticket closed - Vandalism caused initial issue but it persisted - 100 hours without Internet in last week - Afrihost will simply add things to the ticket, Vumatel will tell me someone will come out, yet no one shows up or calls me - 20+ contacts with either support team - latest is Vuma changed Ticket status to resolved, yet I haven’t heard from them in days.

Desperate, because it seems I am being stringed along by both teams. No one is willing to escalate or actually get Vumatel to do anything.

Please @Afrigirl @AfriGuy, @AfriFella can someone help me resolve this issue.

Ticket ISP-1093048
Click to expand...

Hi

I have escalated the ticket to our account manager.

We have escalated the ticket multiple times on the ticket portal. Feedback on the tickets is technicians are attending to other urgent outages and were unable to attend to this fault. Rescheduling to attend.
 
AfriNatic said:
Hi

I have escalated the ticket to our account manager.

We have escalated the ticket multiple times on the ticket portal. Feedback on the tickets is technicians are attending to other urgent outages and were unable to attend to this fault. Rescheduling to attend.
Click to expand...

The ticket has been escalated to the contractor again to send technicians to attend.

Screenshot 2023-02-25 150144.png
 
Thanks for doing something and being transparent about it. I have heard the word escalate and ticket so many times this week that I have ringing in my ears. Generally this follows with Vuma being quiet and nothing being done.

Let’s hope your effort will be different. I was hoping it would be escalated above the standard ticket system because as you can see, many requests and updates on that ticket, yet zero effort from Vuma to do pretty much anything other that add things to the ticket!
 
throughtheiris25 said:
Thanks for doing something and being transparent about it. I have heard the word escalate and ticket so many times this week that I have ringing in my ears. Generally this follows with Vuma being quiet and nothing being done.

Let’s hope your effort will be different. I was hoping it would be escalated above the standard ticket system because as you can see, many requests and updates on that ticket, yet zero effort from Vuma to do pretty much anything other that add things to the ticket!
Click to expand...

Good Morning,

I believe Vumatel attended and repaired the connection. Can you confirm?
 
Hello @AfriNatic, they came and attended to the issue last night. It worked until 630 this morning and when I checked again in the afternoon, it was down again! Sad!
 
Lord how can that be. That means I’m back to square one for the sake of escalation. Can’t believe they closed it without confirmation.
 
throughtheiris25 said:
Lord how can that be. That means I’m back to square one for the sake of escalation. Can’t believe they closed it without confirmation.
Click to expand...

Unfortunately, when Vumatel closes a ticket an ISP can't re-open the same ticket and a new ticket needs to be logged.

The new ticket I logged has already been moved to maintenance for the next available tech to attend.
 
throughtheiris25 said:
Lord how can that be. That means I’m back to square one for the sake of escalation. Can’t believe they closed it without confirmation.
Click to expand...

Morning,

Vumatel has mark the latest ticket as resolved saying a tech visited yesterday at 7pm. Can you confirm the line is up now?
 
@AfriNatic They did attend to the issue yesterday. As the issue returned on three separate occasions with the ticket being set to resolved, I will monitor the situation for some time, before I feel that it is actually fixed. I am in contact with someone from their customer experience team about the matter, so lets hope the fix is consistent.

Thanks for your help, and for being responsive and helpful through the drama.
 
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