Vodacom & Openserve - Dissapointment

Good day Vodacom Fibre & Openserve,

I’m deeply disappointed and frustrated with the shocking level of service I’ve received from Vodacom Fibre. We are currently on day 13 of a 14-day installation window, and the Fibre is still not installed. This is unacceptable — especially considering this is for a business that has now been without internet for nearly two weeks.

Since day 7, we’ve been following up daily, only to receive the same response over and over: “Please send your proof of residence.” We’ve sent it multiple times — to Siphiwe Nhlengethwa via email, and then, quite unprofessionally, via WhatsApp to his manager's personal cellphone number. It felt highly inappropriate to be asked to share such sensitive documents this way.

Despite confirming with the Fibre team on Monday, 22 July that the proof of residence was finally received, I received a confusing and incorrect update via email, stating the address is now "street nr 477 in Dawn Street" This is not our address.

The correct address, as shown on the attached proof and as used for router delivery by RAM (which had no issues).

It is incomprehensible that RAM could find the address with ease, yet Openserve claims they can’t. We are going in circles, being asked for the same information repeatedly, while receiving no real resolution.

This experience has caused major disruptions to our business operations, and we still have no clear next steps.

Please explain what will be done to resolve this urgently.

Regards, Dylan