Vumatel
Verified Business
Vumatel
Verified Business
1,445 Reviews (last 12 months)
Responds in 42 hours 44 min
AI Review Summary
Based on recent customer reviews, Vumatel presents a deeply polarised experience. While a loyal segment of customers praise professional technicians and fast fault resolution, the overwhelming majority report severe frustrations with installation delays, unresponsive customer support, billing errors, prolonged outages, and a lack of proactive communication. The business struggles significantly across all five core service themes, with Communication & Responsiveness (1.3) and Billing, Contracts & Account Management (1.2) scoring lowest.
Top Strengths:
- •Installation, Activation & Setup: When installations proceed smoothly, customers praise early-arriving, professional technicians who complete neat, quick work. Positive experiences often cite named staff and same-day or next-day turnaround.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
4.1Trustindex Rating
#14Ranked In Fibre & Broadband
42 hours 44 minutesAverage Time To Reply
-43 NPSRecommended: Unlikely
Replied to 92% of negative reviews
Typically takes less than 41 hours 32 min to reply
TrustIndex
4.1
Score
Ranking
#14
in Fibre & Broadband
Avg Reply
42 hours 44 minutes
NPS Score
-43
Recommended: Unlikely
Replied to 92% of negative reviews
Typically takes less than 41 hours 32 min to reply
Review Distribution
1.9|1,445 Reviews
May '25 - Apr '26
5(22.3%)
4(2%)
3(1.4%)
2(1.6%)
1(72.8%)
5(22.3%)
4(2%)
3(1.4%)
2(1.6%)
1(72.8%)
Recent reviews (1,445)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
HM
Hlalusani M
1 reviews | Active since Jan 2020
19 Mar 2026, 10:26
Bad service providers
I would just rate it 0 this time. Vuma scheduled my installation on 14 March 2026 and did not show up. No reason whatsoever to let me know why they did not pitch. I've already paid for the service and its painful how I have to wait for my Fibre without even receiving any feedback from them. I work from home and depended so much on this Fibre but you guys have disappointed me. My installation was supposed to be done at 9357 Zembe Drive Dobsonville. I have escalated this and still waiting for feedback from Monday till today (Thursday) but still nothing.
Helpful (0)
|Replies (0)HM
Hlalusani M
1 reviews | Active since Jan 2020
19 Mar 2026, 10:26
Bad service providers
I would just rate it 0 this time. Vuma scheduled my installation on 14 March 2026 and did not show up. No reason whatsoever to let me know why they did not pitch. I've already paid for the service and its painful how I have to wait for my Fibre without even receiving any feedback from them. I work from home and depended so much on this Fibre but you guys have disappointed me. My installation was supposed to be done at 9357 Zembe Drive Dobsonville. I have escalated this and still waiting for feedback from Monday till today (Thursday) but still nothing.
0
Replies (0)PP
Philiswa P
1 reviews | Active since Jan 2020
19 Mar 2026, 09:46
Thoroughly Exhausting Experience
What a horrible experience with both Vumatel and Mweb. I have been begging for activation for weeks and Vumatel closed my activation case and said it was succesfully resolved when the status clearly still says 'Activation failed.' A technician from Vuma said that the line was still linked to the former tenant's profile, however, Mweb then dispute that and say that they wouldn't have been able to put my order in on the Vumatel system if that was the case. All I have received is contradictory information and that is only when I follow up because neither of these companies are proactive when it comes to communicating with you with regards to your order. Mweb says the issue is with Vumatel. Vumatel says i should reach out to Mweb. I'm tired.
Helpful (0)
|Replies (0)PP
Philiswa P
1 reviews | Active since Jan 2020
19 Mar 2026, 09:46
Thoroughly Exhausting Experience
What a horrible experience with both Vumatel and Mweb. I have been begging for activation for weeks and Vumatel closed my activation case and said it was succesfully resolved when the status clearly still says 'Activation failed.' A technician from Vuma said that the line was still linked to the former tenant's profile, however, Mweb then dispute that and say that they wouldn't have been able to put my order in on the Vumatel system if that was the case. All I have received is contradictory information and that is only when I follow up because neither of these companies are proactive when it comes to communicating with you with regards to your order. Mweb says the issue is with Vumatel. Vumatel says i should reach out to Mweb. I'm tired.
0
Replies (0)PM
Phindile M
1 reviews | Active since Jan 2020
19 Mar 2026, 07:22
Vumatel’s disappointing customer service
Review of Vumatel Fibre (WiFi) I am extremely disappointed with Vumatel fibre services. For the past 3 days, my WiFi has been completely down, and despite numerous messages to their WhatsApp support, nothing has improved. This time around I’m not even getting to speak to an agent. This lack of effective support and communication is unacceptable. I expected better from a service provider, and right now, I'm left frustrated and without reliable internet access. And almost everything relies on WiFi. I cannot recommend Vumatel until they drastically improve their customer service and technical support.
Helpful (0)
|Replies (0)PM
Phindile M
1 reviews | Active since Jan 2020
19 Mar 2026, 07:22
Vumatel’s disappointing customer service
Review of Vumatel Fibre (WiFi) I am extremely disappointed with Vumatel fibre services. For the past 3 days, my WiFi has been completely down, and despite numerous messages to their WhatsApp support, nothing has improved. This time around I’m not even getting to speak to an agent. This lack of effective support and communication is unacceptable. I expected better from a service provider, and right now, I'm left frustrated and without reliable internet access. And almost everything relies on WiFi. I cannot recommend Vumatel until they drastically improve their customer service and technical support.
0
Replies (0)S
L
LETITIA
1 reviews | Active since Jan 2020
18 Mar 2026, 13:16
Unresolved fibre faults, incorrect ISP routing and inaccurate technician reports
Dear Vumatel Team, I’ve been experiencing ongoing service issues since 2024. Last year matters escalated to the point where I had to post public reviews before receiving proper customer service. Key facts: My ISP was Vodacom. After multiple tests, Vumatel confirmed the issue was on Vodacom’s side and moved me to a test account with a different ISP. In January 2026 I returned home to find I’d been moved back to Vodacom without notice. Shortly after, I reported intermittent connectivity and slow speeds again and was placed on a different ISP — service was stable for a period. On 10 March 2026 I contacted Busisiwe to confirm my billing date. I was told Vumatel is waiting on a refund from Vodacom before triggering payment. The next day my speeds dropped dramatically and have remained poor. My package is 100/50 Mbps. Current tests show ∼3.28 Mbps down / 3.65 Mbps up when I can connect at all. Your wireless tests indicate 100 Mbps on your side, which does not reflect the delivered experience. Your latest technician report states multiple site visits took place. That is incorrect — since I logged this fault on 11 March 2026, no Vumatel technician has attended my premises. Requests: Confirm which ISP my line is currently routed through and move me off Vodacom permanently if that remains the root cause. Restore my line to the contracted 100/50 Mbps speeds (stable, not intermittent). Provide a written timeline for resolution and confirmation of any credit/refund due, including the Vodacom refund you referenced. Correct the technician visit records and schedule an actual site visit if required, with an appointment window communicated in advance. I want to resolve this promptly and remain a Vumatel customer, but I need reliable service and accurate communication.
Helpful (0)
|Replies (0)L
LETITIA
1 reviews | Active since Jan 2020
18 Mar 2026, 13:16
Unresolved fibre faults, incorrect ISP routing and inaccurate technician reports
Dear Vumatel Team, I’ve been experiencing ongoing service issues since 2024. Last year matters escalated to the point where I had to post public reviews before receiving proper customer service. Key facts: My ISP was Vodacom. After multiple tests, Vumatel confirmed the issue was on Vodacom’s side and moved me to a test account with a different ISP. In January 2026 I returned home to find I’d been moved back to Vodacom without notice. Shortly after, I reported intermittent connectivity and slow speeds again and was placed on a different ISP — service was stable for a period. On 10 March 2026 I contacted Busisiwe to confirm my billing date. I was told Vumatel is waiting on a refund from Vodacom before triggering payment. The next day my speeds dropped dramatically and have remained poor. My package is 100/50 Mbps. Current tests show ∼3.28 Mbps down / 3.65 Mbps up when I can connect at all. Your wireless tests indicate 100 Mbps on your side, which does not reflect the delivered experience. Your latest technician report states multiple site visits took place. That is incorrect — since I logged this fault on 11 March 2026, no Vumatel technician has attended my premises. Requests: Confirm which ISP my line is currently routed through and move me off Vodacom permanently if that remains the root cause. Restore my line to the contracted 100/50 Mbps speeds (stable, not intermittent). Provide a written timeline for resolution and confirmation of any credit/refund due, including the Vodacom refund you referenced. Correct the technician visit records and schedule an actual site visit if required, with an appointment window communicated in advance. I want to resolve this promptly and remain a Vumatel customer, but I need reliable service and accurate communication.
0
Replies (0)FM
Fikile M
1 reviews | Active since Jan 2020
18 Mar 2026, 11:36
Angry customer
Bad service from Vumatel. Their service and chat agents sucks. I made a payment and like always you have old once payments is done they will send technician. I confirmed with them earlier on and I was told they need to send someone to come check if they can send technician as we are staying in the flats and it shows that others have already. So why pay then have to wait 2 weeks and what’s upsetting is that I had to find out from them
Helpful (0)
|Replies (0)FM
Fikile M
1 reviews | Active since Jan 2020
18 Mar 2026, 11:36
Angry customer
Bad service from Vumatel. Their service and chat agents sucks. I made a payment and like always you have old once payments is done they will send technician. I confirmed with them earlier on and I was told they need to send someone to come check if they can send technician as we are staying in the flats and it shows that others have already. So why pay then have to wait 2 weeks and what’s upsetting is that I had to find out from them
0
Replies (0)SM
Sabastian M
1 reviews | Active since Jan 2020
18 Mar 2026, 07:10
Poor service
Worst service ever.. They don't care about they customers.. I've been having issues for the past two weeks all they do is say they logging a ticket.. They finally came out Monday and did a reinstall but it's been over 48hrs still no service speaking to the agents that don't even know what they are doing keep opening and closing tickets without anything been done it's no use paying for a service but 2 weeks can't use it I rather put more money and get a better service till today my issue is not resolved.
Helpful (0)
|Replies (0)SM
Sabastian M
1 reviews | Active since Jan 2020
18 Mar 2026, 07:10
Poor service
Worst service ever.. They don't care about they customers.. I've been having issues for the past two weeks all they do is say they logging a ticket.. They finally came out Monday and did a reinstall but it's been over 48hrs still no service speaking to the agents that don't even know what they are doing keep opening and closing tickets without anything been done it's no use paying for a service but 2 weeks can't use it I rather put more money and get a better service till today my issue is not resolved.
0
Replies (0)BS
Bianca S
1 reviews | Active since Jan 2020
18 Mar 2026, 07:02
Complete lack of customer service
If it was possible to give minus stars I would!!!!! My fibre line has been down since the 12th of March. Absolutely NO communication has been sent from Mweb or Vumatel explaining why. To date we have contacted Mweb 5 times to be told they will provide us with feedback and NOTHING. I am so angry and frustrated with both Mweb and Vumatel that I am now ready to change service providers as this is disgusting!!!! I will be posting on all forums in my community personal and work capacity to tell everyone possible not to use either of these service providers and if they do to change to another as soon as possible.
Helpful (0)
|Replies (0)BS
Bianca S
1 reviews | Active since Jan 2020
18 Mar 2026, 07:02
Complete lack of customer service
If it was possible to give minus stars I would!!!!! My fibre line has been down since the 12th of March. Absolutely NO communication has been sent from Mweb or Vumatel explaining why. To date we have contacted Mweb 5 times to be told they will provide us with feedback and NOTHING. I am so angry and frustrated with both Mweb and Vumatel that I am now ready to change service providers as this is disgusting!!!! I will be posting on all forums in my community personal and work capacity to tell everyone possible not to use either of these service providers and if they do to change to another as soon as possible.
0
Replies (0)