51-Hour Fibre Outage, Multiple Internal Errors, and No Working Channel to Escalate a Rebate/Reimbur*****t Complaint

On 31 August, our Vodacom Fibre connection went down at approximately 15:00. We were told it was a network outage affecting the area (***), with no ETA given.

An incident was logged the next morning (SR***) with a promise of feedback within 24 hours — none came. That evening, we were told the fibre box serial number on our profile didn't match Vodacom's system, and a new incident was logged (SR***), resetting our 24-hour timer through no fault of our own.

Over the following two days, we were asked repeatedly for proof of address (first a Vodacom invoice, which was rejected, then a utility bill), had our identity re-verified for a separate rebate query, and discovered midway through that Vuma Fibre had activated our line to a completely incorrect address. Every call ended with "escalated, 24-hour ETA" — none of which were met.

Our Fibre connection was only restored on 3 September at approximately 18:30 — a total outage of over 51 hours. As a household of four, several of us rely on this connection daily for work, and we had no option but to purchase mobile data throughout the outage to attend meetings and keep working.

Since restoration, I have tried in writing to request a service rebate and reimbur*****t of our data costs. I have been redirected between Customer Care and the Fibre Department multiple times, told that each department cannot access the other's systems, and given only phone numbers rather than a working written channel. An email sent to the address listed on my own Vodacom invoice for complaints (***) bounced back as non-existent.

I am not looking for anything beyond what is reasonable: a rebate for the period the service was down, and reimbur*****t of the mobile data costs directly caused by Vodacom's outage and the errors on Vodacom's own side that extended it. I have kept a full written record of every call, reference number, and email in this process.

References: INC*** / SR*** / SR***

I'd appreciate a response from someone able to actually resolve this, rather than another redirect.