Declining Service and Unacceptable Delays

I’ve been a customer for years, using various ISPs, starting with Metro Fibre, then Vumatel, and most recently Vodacom.

The service was generally reliable, and you could even get support late at night, around 9 PM. However, since moving to my current residence, the quality of service has been extremely disappointing.

At first, I wasn’t receiving the internet speeds I was paying for. Then there was a fibre outage, which took Vodacom three days to resolve. Now, there’s yet another outage, and this time I seem to be the only one in my block affected. It’s been three days, and I still haven’t received any meaningful feedback despite calling every four hours for updates. Each time, I’m told they’re waiting for feedback from Vodacom. The SLA with Vodacom is 24 to 72 working hours, which I was informed translates to up to eight working days.

As someone who relies on a stable internet connection to earn a living, this level of service is completely unacceptable. I can’t help but feel that if I were dealing directly with Vodacom, the situation would have been handled more efficiently.