Vuma FNO : Supporting 1 Million Customers

Elevating Fibre Customer Experience Through World-Class 24/7 Support

Since 2017, CXG has proudly partnered with Vuma, supporting the company’s mission to deliver reliable, high-speed fibre internet across South Africa.

Over nearly a decade, CXG has scaled its service delivery in step with Vuma’s rapid growth from early network deployments to supporting a broadband provider that, as of February 2026, has crossed the one-million subscriber milestone a landmark achievement that underscores fibre’s shift into mainstream broadband connectivity in South Africa.

Client Background: Vuma’s Position in South Africa

• Vuma is the consumer-facing brand of Vumatel — South Africa’s largest fibre-to-the-home (FTTH) network operator that has passed over 2 million homes nationwide and now serves more than 1 million subscribers across urban and traditionally underserved communities.
• Its success reflects a decade of disruptive infrastructure rollout, challenging legacy broadband technologies and lowering barriers to high-speed connectivity.

The Challenge: Customer Support at Scale in a Rapidly Growing Market

As Vuma’s subscriber base expanded through 2025 and early 2026, the demand for responsive, 24/7 customer support intensified both from residential users and from internet-service providers (ISPs) that resell Vuma’s network services. Key support challenges included:

• Managing high-volume inbound queries across multiple channels (voice, email, live chat).

• Supporting complex technical troubleshooting for broadband installation, service activations, connectivity issues, and outages.

• Providing real-time escalation paths for business customers and enterprise partners.

• Ensuring consistent SLA fulfillment during peak traffic and network expansion phases.

Vuma’s rapid growth trajectory — exemplified by crossing one million subscribers — raised the stakes for support reliability and responsiveness.

CXG’s Solution: 24/7, Scalable Support Centered on Customer Experience

1. 24/7 Multichannel Service Desk

CXG delivers around-the-clock support, enabling Vuma’s end customers to receive assistance whenever they need it. This includes:

• Voice support: Assisted calls with trained broadband support specialists.

• Live chat resolution: Real-time engagement for instant problem-solving.

• Email triage: Structured escalation and tracking for complex tickets.

All service channels operate with robust knowledge bases and shared workflows to ensure consistency across experiences.

2. FNO-Based Support Expertise

Given Vuma’s role as a Fibre Network Operator (FNO) providing infrastructure rather than direct retail packages — CXG tailored operations to support Vuma’s ecosystem of 75+ ISP partners and wholesale customers.

This includes:

• Advanced escalation paths for service-affecting incidents.

• Cross-functional coordination with network ops teams for proactive incident updates.

• Technical diagnostics tailored to fibre infrastructure nuances.

3. Scalability and Peak Load Handling

During periods of accelerated customer growth such as the run-up to the one-million subscriber mark — CXG’s support model flexed to absorb spikes in query volumes without compromising quality. Automated call routing, load-balanced workforce distribution, and predictive staffing ensured SLAs were met at every phase.

4. Analytics-Driven Quality Assurance

CXG’s quality assurance and analytics teams monitor KPIs including first-contact resolution, time-to-answer, and customer satisfaction, enabling continuous improvement loops that drive excellent outcomes for the Vuma brand.