Trouble Getting fiber installed

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midasza

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Hi

Applied to get a fiber at a house in a small complex. Received a message back saying there is already a fiber at that address - which is impossible as

1. House was built 4 years ago.
2. I am the first owner.
3. I have had adsl since it was installed.

I assume my unit and a neighbours unit have become confused on the vumatel system or something. I have spoken to support in person on Thursday and something was mumbled about chatting to a manager and then nothing.

Whats happening here. Reference #EBA-839-25156
 
Just say ok they can deliver the wifi router and set it up. If there is fibre you are all set if there isn't the techs will escalate it.
 
buyeye said:
Just say ok they can deliver the wifi router and set it up. If there is fibre you are all set if there isn't the techs will escalate it.
Click to expand...
I repeat there is NO fiber, never has been, but a order can't be placed with vumatel because the system says - there already is a fiber and its with another ISP so we can't place the order.
 
midasza said:
Hi

Applied to get a fiber at a house in a small complex. Received a message back saying there is already a fiber at that address - which is impossible as

1. House was built 4 years ago.
2. I am the first owner.
3. I have had adsl since it was installed.

I assume my unit and a neighbours unit have become confused on the vumatel system or something. I have spoken to support in person on Thursday and something was mumbled about chatting to a manager and then nothing.

Whats happening here. Reference #EBA-839-25156
Click to expand...

The auto order failed with the API because of "premises not found" This automatically creates a ticket with Fibre ops. That ticket is still open and I saw a guy from Fibre Ops is sorting it out. The request to create a premise is now with Vumatel. :)
 
cavedog said:
The auto order failed with the API because of "premises not found" This automatically creates a ticket with Fibre ops. That ticket is still open and I saw a guy from Fibre Ops is sorting it out. The request to create a premise is now with Vumatel. :)
Click to expand...
Any idea on the normal ETA for this type of thing ... ? Just want to manage the expectations of everyone in the house.
 
midasza said:
Any idea on the normal ETA for this type of thing ... ? Just want to manage the expectations of everyone in the house.
Click to expand...

Well it's totally in the FNO hands now but I don't think it will take that long as of this past Friday we had very few pending Vumatel orders.
 
cavedog said:
Well it's totally in the FNO hands now but I don't think it will take that long as of this past Friday we had very few pending Vumatel orders.
Click to expand...
Hi

This the email reply I received this morning so apparently this not moving forward with Vumatel.


Thank you for your valued email

I apologize for the delayed response, we've had an influx of tickets

Vuma has advised us that there is an active service with Web Africa on your address.

May you please cancel with them so that we can migrate your line?

Thank you

Thank you for your valued email

I apologize for the delayed response, we've had an influx of tickets

Kind Regards,

Ntsika

Ticket Details

Ticket ID: EWC-987-52450
Department: Fibre Support
Priority: High​
 
midasza said:
Hi

This the email reply I received this morning so apparently this not moving forward with Vumatel.


Thank you for your valued email

I apologize for the delayed response, we've had an influx of tickets

Vuma has advised us that there is an active service with Web Africa on your address.

May you please cancel with them so that we can migrate your line?

Thank you

Thank you for your valued email

I apologize for the delayed response, we've had an influx of tickets

Kind Regards,

Ntsika

Ticket Details

Ticket ID: EWC-987-52450
Department: Fibre Support
Priority: High​
Click to expand...

You have reached the 4th level of Vumahell, good luck with your ongoing quest...
 
Did you order Fibre through various providers? When we were waiting for fibre - I expressed my interest with multiple providers and had a similar issue. I ended up going with the first provider that actually showed up and did the install.
 
7 days later - everyone agrees that its just an address problem on vumatels database but no one can actually help me to resolve it. No order placed, no installation date given - every day I ask for feedback and I am told it will take a few days. I was keeping it in DM's because I like to give people a chance to resolve things privately, but 7 days to fix an address is a joke. Something that literally can't take more than 10 minutes to do - and its the following saturday and I am still waiting. It has now been 10 days in total before I said to someone - Hi I would like to give you money, and their answer is, ummm just wait a few more days.
 
14 days later - And still no information, no feedback, nothing, a ten minute job to create a new address and we still have zero install date, or even hope of an order being placed.
 
I think it's better if we provide context to the issue.

The premises is there however there is an active service with another ISP on that address. That is being disputed but this complicated stuff.

By default our system does place orders automatically if the address used for signup is the address on the Vumatel portal. In that case an order is automatically placed and an order number is attached to the clients profile for us to track and more sure things goes smoothly.

This step has failed due to Service active with another ISP. This automatically means this order will be handle on a manual basis going forward. A few engagements later and we have established
that the premises needs to be created to this order to move forward. This is not as simple as just adding an address. We are at the mercy of Vumatel with regards to this and need to follow procedures outlined by them when it comes to escalations.

We have followed that process until we have reached this point where I have personally escalated it to a manager to assist so we can get the premises created to place an order.

I have checked for the premises every single day 3 times a day to see if the premises is created so I can place an order myself. It's still not created.

I have received confirmation via email that it will be created within 48 and have forwarded that info to the client. I still keep it on my browser as a bookmark to make sure once it's created I will place it not a minute later.

I'm sorry that you had to experience these delays and I apologise for that. I'm really trying to get this sorted asap and if I could have just coded the premises into Vumatel system I would have done that to get you online.
 
AfriNatic said:
I think it's better if we provide context to the issue.

The premises is there however there is an active service with another ISP on that address. That is being disputed but this complicated stuff.

By default our system does place orders automatically if the address used for signup is the address on the Vumatel portal. In that case an order is automatically placed and an order number is attached to the clients profile for us to track and more sure things goes smoothly.

This step has failed due to Service active with another ISP. This automatically means this order will be handle on a manual basis going forward. A few engagements later and we have established
that the premises needs to be created to this order to move forward. This is not as simple as just adding an address. We are at the mercy of Vumatel with regards to this and need to follow procedures outlined by them when it comes to escalations.

We have followed that process until we have reached this point where I have personally escalated it to a manager to assist so we can get the premises created to place an order.

I have checked for the premises every single day 3 times a day to see if the premises is created so I can place an order myself. It's still not created.

I have received confirmation via email that it will be created within 48 and have forwarded that info to the client. I still keep it on my browser as a bookmark to make sure once it's created I will place it not a minute later.

I'm sorry that you had to experience these delays and I apologise for that. I'm really trying to get this sorted asap and if I could have just coded the premises into Vumatel system I would have done that to get you online.
Click to expand...
Its NOT COMPLEX STUFF. You KNEW what the issue was over 3 weeks ago... how do I know this, I told you, its on this thread, ON THE 20th of June. Whats complex about it? Are you telling me it took you 4 weeks to figure out that the Vumatel system was wrong and speak to manager there to get it fixed in 48 hours - I am physically unable call Vumatel, they will only speak to YOU the ISP - so, while u say you have check 3 times a day to see if it has been created doesn't change the fact that you could have called Vumatel, spoke to your internal rep, escalated it earlier? PS I was told the same story by a rep 3 weeks ago, "it takes a few days to create a new address" ... So explain? Where is the "context"? The context is that the same problem describe in this thread 4 weeks later is still not resolved, thats it period, and the same resolution I was given 3 weeks ago is the same as the one given to me by you today word for word. Forgive me for not feeling sympathetic for your challenges.
 
midasza said:
Its NOT COMPLEX STUFF. You KNEW what the issue was over 3 weeks ago... how do I know this, I told you, its on this thread, ON THE 20th of June. Whats complex about it? Are you telling me it took you 4 weeks to figure out that the Vumatel system was wrong and speak to manager there to get it fixed in 48 hours - I am physically unable call Vumatel, they will only speak to YOU the ISP - so, while u say you have check 3 times a day to see if it has been created doesn't change the fact that you could have called Vumatel, spoke to your internal rep, escalated it earlier? PS I was told the same story by a rep 3 weeks ago, "it takes a few days to create a new address" ... So explain? Where is the "context"? The context is that the same problem describe in this thread 4 weeks later is still not resolved, thats it period, and the same resolution I was given 3 weeks ago is the same as the one given to me by you today word for word. Forgive me for not feeling sympathetic for your challenges.
Click to expand...

I understand your frustration and once again I do really apologise. I really want your install completed asap. I pride myself in my works so when stuff like this happens I don't like it at all and that just motivates me to do even more.

I really tried my best and I'm sorry that did not yield the results you were expecting and I apologise for that even though my apology might not mean anything because at the end of the day you are still not installed. I will follow up and carry on pushing until I can get you online. I hope we can make it up to you going forward once we get you installed if you allow us the opportunity.
 
midasza said:
Hi

Applied to get a fiber at a house in a small complex. Received a message back saying there is already a fiber at that address - which is impossible as

1. House was built 4 years ago.
2. I am the first owner.
3. I have had adsl since it was installed.

I assume my unit and a neighbours unit have become confused on the vumatel system or something. I have spoken to support in person on Thursday and something was mumbled about chatting to a manager and then nothing.

Whats happening here. Reference #EBA-839-25156
Click to expand...

Double check what address they are using, sometimes they use the erf number and not the physical address. My unit physical/postal address no.48 but on the building plan my unit number is 51. My erf number is 51. Talk to the Body Corporate/Managing agent and ask what's your unit number/erf number. On Vumatel system number x has fibre, you apply using your physical address but if the same as number x because vumatel is using erf number.
 
I suspect it has more to do with the fact that I am unit number 3 and the complex is called 3 XYZ street and someone just messed up when they applied for fiber in the complex and got confused between street address 3 XYZ Street, complex name 3 XYZ and Unit number (we only have 8 units).
 
midasza said:
I suspect it has more to do with the fact that I am unit number 3 and the complex is called 3 XYZ street and someone just messed up when they applied for fiber in the complex and got confused between street address 3 XYZ Street, complex name 3 XYZ and Unit number (we only have 8 units).
Click to expand...

Hi,

I want to follow up. Installation marked complete on Thursday. Service order marked complete yesterday. I do not see a router mapped to your service though.

Please visit login.afrihost.com to activate and map your router to your line. :)
 
Last edited:
AfriNatic said:
Hi,

I want to follow up. Installation marked complete on Thursday. Service order marked complete yesterday. I do not see a router mapped to your service though.

Please visit login.afrihost.com to activate and map your router to your line. :)
Click to expand...


Sadly vumatel would only install in the garage and the router is in the upstairs office. As such I have to get a cable company out to run an ethernet cable between the garage and the study and they are only available on thursday
 
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