6 Month No Fibre and No Help from Vodacom!!

I've been having problems with a fibre line since December '25 and it is still not resolved. The customer care agents can't help and to date I can not use my fibre line, but Vodacom expect me to pay for a service that is not rendered.

I gave notice in November that we will be moving to a new address in December and that I want my fibre to be connected at the new address. Apparently at the new address there are no Vodacom fibre, but we can work through Vumatel. As my contract only expires July 2026, I accepted this arrangement. They sent me a new rooter.

First we had problems to get a technician to site to install the box that connects to the rooter as the previous people took it out. After several calls the technician came to install a box. We were still not connected. AGAIN after several calls we had a technician there and the repaired or did something in the street as there was a problem. BUT still to date we cannot connect.

End April Vodacom had the audacity to double debit my account for a service I dont get. The debit order was returned as I am not paying for something that I dont get. I AGAIN phoned the call centre, the lady said she will phone that evening to assist as I was on my way to work. She never called.

End of May the tripple debited my account, and again I now stopped the debit order and returned it. I will not pay for a service I don't receive. I called the customer care and the requested that I phone the evening when I am at home to provide the rooter serial number etc. I did the effort and called back. Gave the serial number and still they don't pick up that serial number for our fibre line. The lady said will it be fine if she call me back at 10 the evening, I said I will wait for the call. She never called!! I did ask her what is the email address for complaints and she gave me a non existent email address of ***.

I've been trying to send them an email with my itemised billing with exact dates and time that I called them, but apparently fibre does not have an email address for complaints and as they are a total separate department from Vodacom they can not forward a mail to the relevant people.

Also with my last call the lady told me my contract only expires in November 2027. This is a contract I never agreed upon.

The customer care agents are not helping me at all with the problem ... they can see we dont use the fibre, but according to them we can connect, but when they search the serial number they dont even pick it up on their side.

Vodacom is not recommended ... I've been wasting my money and time on all the calls and I stand by the fact that I will not pay for a service not received.