3 WEEKS AND ZERO IMPROVEMENT - COMPLETELY IGNORED AND FOBBED OFF

Over the past three weeks, our local Vodacom network has experienced more downtime than uptime, rendering the service unreliable and unfit for purpose. Despite repeated attempts to engage Vodacom through every available channel — including multiple HelloPeter complaints, direct emails to Vodacom staff, and LinkedIn outreach to relevant personnel - there has been minimal to no response, no accountability, and no meaningful action.

Vodacom has consistently dragged its feet in addressing this issue. On numerous occasions, we have explicitly demanded that the matter be escalated. These requests have been ignored, and no feedback or updates have been provided at any stage.

To compound matters, we are now experiencing intermittent network service on Christmas Day, a period during which uninterrupted connectivity is both expected and essential. The fact that this situation persists on a public holiday only further demonstrates the complete failure of Vodacom’s operational response and customer service structures.

Last week, I formally logged a complaint with Vodacom and was advised that I would receive feedback within 24 hours. That commitment has not been honoured, and I am still awaiting any form of response.

This situation has moved well beyond poor customer service. It represents a sustained failure to deliver a basic telecommunications service while simultaneously failing to engage with or support a paying customer.

Please be advised that ICASA has been formally notified, and I will be pursuing this matter further with the regulator in 2026 should this issue remain unresolved. This correspondence serves as notice that I consider Vodacom’s continued inaction, lack of escalation, and absence of communication to be unacceptable and indefensible.

Immediate intervention is required. Continued silence or delay will only strengthen the regulatory case being prepared.