SC
Sebastiaan C
1 reviews | Active since Aug 2018
16 Oct 2021, 22:07
50Mbps fibre issue, and poor service
My Vodacom fiber was installed on Monday 11/10/2021 I signed up for the 50Mbps Package I never once got 50Mbps only 25Mbps, logged a ticket only for nothing to be done and no feedback, the ticket was closed but my problem was not resolved. On Wednesday I Phoned Vodacom again. once again a "priority" ticket was opened. to date no one from Vodacom has tried to contact me or tried resolving my Issue.
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Replies (4)0
Replies (4)
Vodacom's replyOfficial
17 Oct 2021, 14:46 Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Vodacom's reply17 Oct 2021, 14:46
Official
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
SC
Sebastiaan C's updateReviewer Update
25 Oct 2021, 06:40So nobody contacted me about my issue, I had to phone Vodacom again ,unfortunately the call center agent could only send a mail to the person my ticket was assigned to.
the first tier call center agents, are friendly and really want to help but as soon as an issue has been escalated to second tier nothing happens.
so again I am waiting on Vodacom engineers to fix my issue and get some feedback.
the first tier call center agents, are friendly and really want to help but as soon as an issue has been escalated to second tier nothing happens.
so again I am waiting on Vodacom engineers to fix my issue and get some feedback.
SC
Sebastiaan C's update25 Oct 2021, 06:40
Reviewer Update
So nobody contacted me about my issue, I had to phone Vodacom again ,unfortunately the call center agent could only send a mail to the person my ticket was assigned to.
the first tier call center agents, are friendly and really want to help but as soon as an issue has been escalated to second tier nothing happens.
so again I am waiting on Vodacom engineers to fix my issue and get some feedback.
the first tier call center agents, are friendly and really want to help but as soon as an issue has been escalated to second tier nothing happens.
so again I am waiting on Vodacom engineers to fix my issue and get some feedback.
SC
Sebastiaan C's updateReviewer Update
29 Oct 2021, 12:44It is now the 29th of October and my issue has not been resolved, but Ticket was closed.
I phoned Fibre support again to reopen ticket.
Vodacom Technicians do not follow up on, tickets that is assigned to them let alone give any feedback.
I phoned Fibre support again to reopen ticket.
Vodacom Technicians do not follow up on, tickets that is assigned to them let alone give any feedback.
SC
Sebastiaan C's update29 Oct 2021, 12:44
Reviewer Update
It is now the 29th of October and my issue has not been resolved, but Ticket was closed.
I phoned Fibre support again to reopen ticket.
Vodacom Technicians do not follow up on, tickets that is assigned to them let alone give any feedback.
I phoned Fibre support again to reopen ticket.
Vodacom Technicians do not follow up on, tickets that is assigned to them let alone give any feedback.
SC
Sebastiaan C's updateReviewer Update
05 Nov 2021, 09:10So today out of desperation to get my line problem solved, I Phoned Metrofibre support.
I told the technician that my isp is Vodacom but they are the carrier.
the Technician was very friendly and helpful and reprovisiond the line and asked me to reboot the Router and PON, and my line speed issue was resolved.
I am very disappointed with Vodacom's fibre support.
In the 3 weeks since I reported the issue tickets was opened and escalated and some of the technicians phoned me saying they are working on the issue an weeks has gone by with out any progress.
It seems that either there is no willingness to help or incompetence of the support staff.
I Hope that Vodacom Management will look into this and improve on their support service.
I told the technician that my isp is Vodacom but they are the carrier.
the Technician was very friendly and helpful and reprovisiond the line and asked me to reboot the Router and PON, and my line speed issue was resolved.
I am very disappointed with Vodacom's fibre support.
In the 3 weeks since I reported the issue tickets was opened and escalated and some of the technicians phoned me saying they are working on the issue an weeks has gone by with out any progress.
It seems that either there is no willingness to help or incompetence of the support staff.
I Hope that Vodacom Management will look into this and improve on their support service.
SC
Sebastiaan C's update05 Nov 2021, 09:10
Reviewer Update
So today out of desperation to get my line problem solved, I Phoned Metrofibre support.
I told the technician that my isp is Vodacom but they are the carrier.
the Technician was very friendly and helpful and reprovisiond the line and asked me to reboot the Router and PON, and my line speed issue was resolved.
I am very disappointed with Vodacom's fibre support.
In the 3 weeks since I reported the issue tickets was opened and escalated and some of the technicians phoned me saying they are working on the issue an weeks has gone by with out any progress.
It seems that either there is no willingness to help or incompetence of the support staff.
I Hope that Vodacom Management will look into this and improve on their support service.
I told the technician that my isp is Vodacom but they are the carrier.
the Technician was very friendly and helpful and reprovisiond the line and asked me to reboot the Router and PON, and my line speed issue was resolved.
I am very disappointed with Vodacom's fibre support.
In the 3 weeks since I reported the issue tickets was opened and escalated and some of the technicians phoned me saying they are working on the issue an weeks has gone by with out any progress.
It seems that either there is no willingness to help or incompetence of the support staff.
I Hope that Vodacom Management will look into this and improve on their support service.