Vuma support

[Yasheel]

Hi all

I recently had the displeasure of requiring Vuma support on a Friday. Which is the worst day to have a technical issue as it may most probably be attended to on Monday or Tuesday the following week (similar to finding yourself in jail on Friday where bail hearings can only be heard the next week).

Vumatel's recommendation is to approach your ISP and not them for all support issues. What do you guys think of this? Given that some isps do work on weekends however there is no support by vuma themselves?

I discovered that ISPs further have no means of contacting a warm body at vuma. Meaning if an SLA is breached then the client needs to wait even longer for the escalation process to kick off.

Again, all SLAs of 24-48h will be breached if you find your fault late on Friday.

Do you guys think Vuma and all ISPs should review their incident and problem management process? Do you think direct lines should exist between ISPs and vuma for urgent matters?

 

[PBCool]

Vumatel used to entertain direct calls but have moved all support to ISPs as a first line, this is sort of understandable because Vumatel only has the ability to diagnose a line fault.

Your ISP should do all the first-line checks and then log with Vumatel should it be a line fault.

Also these are best effort services so best to have a backup in those sort of situations if connectivity is critical.

If you are having constant outages like this then your ISP should escalate for a more permanent solution.

 

[AfriNatic]

Hi all

I recently had the displeasure of requiring Vuma support on a Friday. Which is the worst day to have a technical issue as it may most probably be attended to on Monday or Tuesday the following week (similar to finding yourself in jail on Friday where bail hearings can only be heard the next week).

Vumatel's recommendation is to approach your ISP and not them for all support issues. What do you guys think of this? Given that some isps do work on weekends however there is no support by vuma themselves?

I discovered that ISPs further have no means of contacting a warm body at vuma. Meaning if an SLA is breached then the client needs to wait even longer for the escalation process to kick off.

Again, all SLAs of 24-48h will be breached if you find your fault late on Friday.

Do you guys think Vuma and all ISPs should review their incident and problem management process? Do you think direct lines should exist between ISPs and vuma for urgent matters?

Hi

Really sorry for the issues experienced.

The issue with your line is a bit more complex. The provisioning when doing a service change wipes the intercom config on port 4 of the ONT. Vuma is aware of the issue and working with the vendor to find a solution to that issue. For now, we will request manual changes if this happens again. There is also an ongoing is that Vuma and the Vendor team are working on regarding the provisioning of Calix ONT's and it caused downtime for you over a weekend. I understand the frustration and inconveneince and I do apologise for that.

We will pass credit for the downtime experienced.

 

[Jola]

Have been down since Wednesday 04:00, so almost 4 days, Vox says it is Vuma fault.

No luck with anything, just useless support.

Is there anything at all that one can do ?

 

[neoprema]

Vumatel has become too big and focused on bottom line only. Customer service has gone down the….

We need another big fiber provider to compete so they can understand what it means to keep customers. I know some areas have Vuman and MFN but not all - ours is only Vuma. For now..

 

[R13...]

Have been down since Wednesday 04:00, so almost 4 days, Vox says it is Vuma fault.

No luck with anything, just useless support.

Is there anything at all that one can do ?

You can try Vuma on Twitter I learned my area has an issue that way when the useless ISP wouldn't give an answer.

 

[Jola]

You can try Vuma on Twitter I learned my area has an issue that way when the useless ISP wouldn't give an answer.

Will try that