Supersonic and Vumatel

[DrL1zz4rd]

I've been without internet for the 3rd day now on Home-Connect. Tuesday night my internet got disconnected unexpectedly. I logged a ticket and never got a reply. I called them the next morning and they logged another ticket. After several calls, I found out that my connection got transferred by Vumatel to Supersonic. Supersonic believes I have migrated to them. I've never been with supersonic before and tbh I don't want to be. My internet was with Nepic and cancelled my fiber to use WiFi. Last year September I called Home-Connect to get a fiber connection with them. After 10 months without any problems, my connection got hijacked by Supersonic. Now I'm struggling to get my internet online but failed for the 3rd day.
So I don't understand this. Who gave Supersonic permission to do this? Or is the problem Vumatel to allow this to happen?
My internet was stable with Home-Connect. Can IPS's just request transfer without proper documentation and can the FNO allow this?
There is absolutely no control from the client-side. Not sure how long it's going to take Home-Connect to get me back online.

 

[PBCool]

No typically this is an address mismatch, IE your line is captured with the incorrect address which is technically a Supersonic customer. HC should be resolving this for you with what's called a premise creation with Vumatel.

 

[DrL1zz4rd]

No typically this is an address mismatch, IE your line is captured with the incorrect address which is technically a Supersonic customer. HC should be resolving this for you with what's called a premise creation with Vumatel.

I have called Home-Connect a few times and every time they tell me a technician is attending this matter and I will soon get a call back. This morning I have received a call telling me my internet is back up but it's still down. It looks like HC can't fix it.

 

[PBCool]

I have called Home-Connect a few times and every time they tell me a technician is attending this matter and I will soon get a call back. This morning I have received a call telling me my internet is back up but it's still down. It looks like HC can't fix it.

This can be a real b***** with Vumatel but they need to escalate more

 

[highvoltage]

This can be a real b***** with Vumatel but they need to escalate more

They need to fix their processes. Things like this happens a lot based on complaints here on MyBB, they should have regular and simple and documented ways (like, filing a simple ticket) to deal with this kind of thing. It shouldn't be necessary to navigate some weird maze of nonsense and escalating every single problem to some CEO that you know via a friend of a friend of a friend in order to get issues resolved. I think Vumatel is just growing so fast right now that they just don't care, but it is going to hurt their reputation for a long time, so for their sake I think they *should* care.

 

[PBCool]

They need to fix their processes. Things like this happens a lot based on complaints here on MyBB, they should have regular and simple and documented ways (like, filing a simple ticket) to deal with this kind of thing. It shouldn't be necessary to navigate some weird maze of nonsense and escalating every single problem to some CEO that you know via a friend of a friend of a friend in order to get issues resolved. I think Vumatel is just growing so fast right now that they just don't care, but it is going to hurt their reputation for a long time, so for their sake I think they *should* care.

Totally agree, it's something we've been dealing with for over a year at executive level at Vumatel. It's a long and convoluted story but basically the wrong people in the wrong positions making decisions based on business vs customer interest unfortunately.

 

[highvoltage]

Totally agree, it's something we've been dealing with for over a year at executive level at Vumatel. It's a long and convoluted story but basically the wrong people in the wrong positions making decisions based on business vs customer interest unfortunately.

Glad to hear that at least *someone* is fighting the good fight on that front.

 

[DrL1zz4rd]

So today is my 7th day without internet. Supersonic requested Vumatel to change my connection to them and Home-Connect can't get me back online. Supersonic believes I'm a client with them but I never was and will never be. Not after reading all the bad SS reviews. It looks like Supersonic wants to run the monopoly here. If Vuma doesn't want to move me where I was, I will have to get a refund from HC and move to WiFi where I was before I signed up with HC. I refuse to become a SS client.

 

[PBCool]

So today is my 7th day without internet. Supersonic requested Vumatel to change my connection to them and Home-Connect can't get me back online. Supersonic believes I'm a client with them but I never was and will never be. Not after reading all the bad SS reviews. It looks like Supersonic wants to run the monopoly here. If Vuma doesn't want to move me where I was, I will have to get a refund from HC and move to WiFi where I was before I signed up with HC. I refuse to become a SS client.

Request a copy of your application from SS?

 

[DrL1zz4rd]

Request a copy of your application from SS?

Yeah and they asked me for my ID number and said I'm not a Supersonic client. I said yes I am then they asked me for my cellphone number and same thing. They can't find any record of me. According to Vumatel I'm a Supersonic client. I really don't know how hard it can be just to fix the freakin connection.
Thanks for the suggestions anyways.
All I know is Vumatel must be the most pathetic FNO ever. From what I can remember is a contract is 5 years for a complex (in my case) so I will have to wait and have fiber installed from another FNO if this is how Vumatel works.

 

[PBCool]

Yeah and they asked me for my ID number and said I'm not a Supersonic client. I said yes I am then they asked me for my cellphone number and same thing. They can't find any record of me. According to Vumatel I'm a Supersonic client. I really don't know how hard it can be just to fix the freakin connection.
Thanks for the suggestions anyways.
All I know is Vumatel must be the most pathetic FNO ever. From what I can remember is a contract is 5 years for a complex (in my case) so I will have to wait and have fiber installed from another FNO if this is how Vumatel works.

Your existing ISP should be able to have this resolved for you.

 

[DrL1zz4rd]

Your existing ISP should be able to have this resolved for you.

Ya I know. After 7 days, 100's of calls they failed
Raquel Naidoo helped me but he is also not responding anymore. So this makes Home-Connect just as useless as Vuma. I will go see them tomorrow at their offices and take my camping stuff with me.