1 reviews | Active since Dec 2019
Complaint Regarding Delayed Vodacom Fibre Activation
Subject: Complaint Regarding Delayed Vodacom Fibre Activation
I am writing to express my deep frustration and dissatisfaction with the ongoing delay in the activation of my Vodacom Fibre connection, which I had ordered with great anticipation. My reference number for this matter is [Your Reference Number Order No. X***0 ], and my account number is [ ***6 ].
To provide a brief overview of the timeline:
1. I placed an order for a 100/100Mbps Uncapped Fibre connection with Vodacom on 26th June 2023.
2. The hardware for my order was dispatched on 14th July 2023, which gave me hope that I would soon enjoy the benefits of this service.
3. However, despite the hardware being delivered and the installation of Vodacom Fibre at my premises by the end of July, the service remains inactive to this day.
I have made numerous attempts to resolve this issue by contacting your customer support team at MWEB. Regrettably, each time I reach out to report the ongoing delay in the activation of my Vodacom Fibre, the response I receive is consistently disappointing. I am repeatedly told that my issue will be escalated, but there has been no tangible progress or resolution to date.
As a paying customer who has eagerly awaited the benefits of a high-speed Fibre connection, I find this situation to be utterly unacceptable. The extended delay without a clear explanation or commitment to a resolution has caused considerable disruption to my daily life, as my reliance on a stable internet connection for work and communication is paramount.
I respectfully request that immediate and effective action be taken to resolve this matter and activate my Vodacom Fibre connection without further delay. I expect to see a significant improvement in the coordination between MWEB and Vodacom to ensure that my internet service is activated promptly.
Moreover, I would appreciate regular updates on the progress of this issue until it is satisfactorily resolved. I urge you to treat this matter with the urgency it warrants, as I am entitled to receive the services for which I have contracted and paid.
If this issue is not resolved promptly, I may have no choice but to consider alternative internet service providers who can deliver on their commitments more reliably. I hope it does not come to that, and we can resolve this matter to my complete satisfaction.
I anticipate a swift and positive response to this complaint. Please feel free to contact me at [ ***] any further discussions related to this issue.
Customer Service Manager Vodacom & Mweb
Issue is not resolved as yet: Vodacom Techs visited our residence last week , to check the installation, hardware, and fibre connection, They found no fault, but their diagnosis and conclusion were that their is a fault with the Vodacom server. A Vodacom customer service representative called me to assure me that the fault is not on their side but with MWeb. A Mweb representative called last week and said that they would call back, After no response, I called the call centre to inquire about the status of my complaint, and they said that Vodacom does not have any infrastructure for fibre in our area! Firstly, I find that unacceptable, seeing that Mweb is advertising on their website that Vodacom Fibre is available here, and secondly, Vodacom has a sales agent promoting and canvising (temporary stand) 500 m from my home, The agent's name is Gideon from Vodacom ***), whom I also asked to assist , but wasn't able to, seeing that Mweb wasn't willing to discuss our account with him. However, he offers me the same Vodacom package that Mweb has. Im being sent from pillar to post between Mweb and Vodacom with no solution. Can they sort out the problem? All I want is for them to activate the fibre.
Customer Service Manager Vodacom & Mweb
Issue is not resolved as yet: Vodacom Techs visited our residence last week , to check the installation, hardware, and fibre connection, They found no fault, but their diagnosis and conclusion were that their is a fault with the Vodacom server. A Vodacom customer service representative called me to assure me that the fault is not on their side but with MWeb. A Mweb representative called last week and said that they would call back, After no response, I called the call centre to inquire about the status of my complaint, and they said that Vodacom does not have any infrastructure for fibre in our area! Firstly, I find that unacceptable, seeing that Mweb is advertising on their website that Vodacom Fibre is available here, and secondly, Vodacom has a sales agent promoting and canvising (temporary stand) 500 m from my home, The agent's name is Gideon from Vodacom ***), whom I also asked to assist , but wasn't able to, seeing that Mweb wasn't willing to discuss our account with him. However, he offers me the same Vodacom package that Mweb has. Im being sent from pillar to post between Mweb and Vodacom with no solution. Can they sort out the problem? All I want is for them to activate the fibre.