VUMATEL Support

[digitalp]

The Vumatel support is as worse, or even more worse than Telkoms. The installations department doesnt answer phones. They dont complete installations. Support teams send you to the wrong department always. How can they transfer me to sales all the time for an installation issue?:twisted::twisted::twisted::twisted::twisted::twisted::twisted:

 

[PBCool]

The Vumatel support is as worse, or even more worse than Telkoms. The installations department doesnt answer phones. They dont complete installations. Support teams send you to the wrong department always. How can they transfer me to sales all the time for an installation issue?:twisted::twisted::twisted::twisted::twisted::twisted::twisted:

Have you selected an ISP as yet? They can assist with this kind of thing via the channels.

 

[rrh]

My experience was exactly the opposite: the installers arrived when scheduled, completed the install, made sure everything was clean, etc.

 

[coop]

The Vumatel support is as worse, or even more worse than Telkoms. The installations department doesnt answer phones. They dont complete installations. Support teams send you to the wrong department always. How can they transfer me to sales all the time for an installation issue?:twisted::twisted::twisted::twisted::twisted::twisted::twisted:

This matches my initial experience. On the first install date, the installer didn't arrive (keep in mind that Vumatel subcontract installations). On calling the help line, the support person kindly transferred me to the installation team, which was actually the sales team as apparently the transfer doesn't work properly and always transfers to sales. they in turn transferred me to the mobile of the sub contractor that had not arrived to do the install where I initially got an automated recording asking to leave a message.

After repeating the above route 3 times, they accepted that the installer was not answering and arranged a new install date 4 days later.

On the second installation date, the installer arrived about 10 mins after the agreed time and completed the install in around 2 hours. So really it just depends on which subcontractor you get. But once the fiber went live and I got my Cool Ideas account, everything was close to perfect and has remained that way ever since.

So the installation can be painful if your unlucky. But once you get through that, providing you pick a decent ISP, everything will be fine.

 

[Fazlin05]

Vumatel does not respond, or even attempt to give some kind of customer service. Its been almost three weeks and Afrihost and Vuma cant give me answers as to why my fibre isnt working anymore. They havent even sent someone to check.

 

[LCBXX]

TBH I have not had any issue when directly dealing with Vumatel. Dealing with them via Afrihost as ISP proxy on the other hand...

 

[mornebuzz]

Vuma support lacking

Vumatel does not respond, or even attempt to give some kind of customer service. Its been almost three weeks and Afrihost and Vuma cant give me answers as to why my fibre isnt working anymore. They havent even sent someone to check.

Same here, no reply from email, FB, Twitter, open tickets on the "Zendesk". Have had an installation which did not activate, was told someone would contact me the next day to sort it out. That was a week ago. Havent selected an ISP yet. Whats the point in paying someone for access when I cant get access yet. I could wait 3 months or more like many do when their lines go down.

 

[Sopbeen]

Same here, no reply from email, FB, Twitter, open tickets on the "Zendesk". Have had an installation which did not activate, was told someone would contact me the next day to sort it out. That was a week ago. Havent selected an ISP yet. Whats the point in paying someone for access when I cant get access yet. I could wait 3 months or more like many do when their lines go down.

You need your ISP to drive it. They have different channels than FB and zendesk. You can't be billed for a service that you don't have, so ISP's are generally pretty dedicated to get you up and running.

To be honest, it does not shock me at all to see AH users with problems and no resolutions. That's how AH makes the majority of their money. All billing, no support.