Garbage Service Delivery

Fibre connection down since Friday 08/07/2022. I was told there was an area outage, which I patiently waited to be restored.

By Monday 11/07/2022 I was informed that the area outage was restored, but I still did not have any connectivity. Between Monday 11/07/2022 and Wednesday 13/07/2022 I spoke to 10 different service consultants (all of whose names I have noted) of which none were able to resolve my query.

What was even more disgusting about this entire experience was that each of these consultants promised to phone me back of which I received zero callbacks.

The last consultant advised that my line was deleted with OpenServe but could not provide me with any reasons as to why this happened. Promised a callback which I also did not receive. Vodacom also insists that all of the problems experienced on my connectivity is due to OpenServe's incompetence.

Vodacom hides behind the illusion of service delivery by appointing vast numbers of these service consultants to make clients feel like there is always someone to talk to, but even if you appoint thousands of service consultants, it doesn't help if none of them are competent to assist. When you call the service centre, they also tell you that you cannot be transferred, making it impossible to speak to the same consultant twice, meaning you have to explain the ENTIRE long story to each new consultant that you reach when you phone.

At the time of posting this message, I still don't have internet connectivity and my business expenses as a result of Vodacom's / OpenServe's incompetence amounts to R 5 500-00 (of which detailed statements and documents can be provided to indicate how this figure was reached).

It's been 5 days since my outage and to date I have still not been advised on an ETA as to when my connection will be restored. I have not received confirmation on why my account / line with OpenServe was deleted. I have not received communication on how Vodacom will be solving this issue and I have not received communication on how Vodacom will respond to the massive financial loss that I have suffered as a result of their incompetence.

I have made numerous attempts to phone OpenServe of which only one attempt was actually successful where I spoke to a lady by the name of Pat who advised me that OpenServe was not even aware of my issue. (take note that nobody in these companies phone each other and they only correspond via email, which leaves little confusion as to why the service delivery is what it is.) Pat also advised that I was the tenth client from Vodacom who contacted her and insists that it is in fact Vodacom who is being ***********.

If you are reading this in your capacity as a prospective client, I implore you to consider other options. Once you have subscribed to these services and the infrastructure has been laid out, companies like Vodacom / OpenServe make it egregiously strenuous for you to switch to a different service provider. In fact, I have been advised that I may be able to switch service providers (Vodacom) but will always be the victim of OpenServe's poor service as they own the infrastructure.