4 Days Offline: Vodacom Fiber’s Gross Incompetence & Disgraceful Support (SR***)

I am beyond livid. My Vodacom Fiber connectivity went down at 23:30 on 31 December 2025, and as of today, 4 January 2026, I am still offline with zero resolution. This is not just a technical failure; it is a total collapse of customer service. Since the 1st of January, I have been trapped in a loop of incompetence: The "Tobi" Bot & Call Center Failure: Your "Tobi" bot is useless for Fiber issues, all fiber issues go through to a live agent everytime where, on my first attempt, an agent put me on hold for nearly 4 minutes while I listened to staff laughing and partying in the background (I have the recording). Failed Commitments: I have raised three separate service requests (SR***, SR***, and SR***). Despite speaking to multiple agents and supervisors (Musa and Paul), the goalposts for "technical assignment" keep moving. First, it was "within" 24-48 hours, then 48 hours, and now—over 72 hours later—my case still hasn't been assigned to a field agent. Systemic Negligence: I have had to repeat my story "for the umpteenth time" to every new agent. There is clearly no internal history tracking or automated escalation for aging tickets. The agents do not even bother to share the call reference numbers, nor do the automated system emails. I had to ask for one after yesterday's call. The Impact: My security systems are down, and I have suffered a loss of income because I cannot work. It is clear Vodacom failed to ensure adequate technical standby staff were available during the festive period. My Questions to Vodacom Management: Why is your support desk providing scripted, robotic responses with zero urgency? Why must I, a paying customer, beg for the service I promptly pay for every month? Why does your system not automatically flag and escalate tickets that have exceeded the 48-hour window? In a digital age, how is it acceptable to leave a customer offline for 4 days without a single courtesy follow-up? My Demands: Immediate Restoration: I want a technician at my premises today. Financial Credit: I demand a pro-rata credit for every day my service has been down. Formal Feedback: I want a call from a manager—not a scripted agent—explaining why this was handled so poorly. If this is not resolved today, I will be cancelling my contract and moving to an ISP that actually understands the meaning of "Customer Care.