A loyal decade, a simple request… and a farewell, I suppose

I’ve been a loyal Vodacom customer for over 10 years. I’ve had my mobile contract with them, and my fibre too. They’ve been part of my everyday life — calls, texts, streaming, working from home — it’s all been Vodacom. So, when I moved house at the end of March 2025, I naturally assumed moving my fibre line would be just as seamless as our long and steady relationship had been.

It’s now the 6th of May. Still no fibre connectivity.

Since then, I’ve called the support centre at least a dozen times. I’ve sent multiple emails. I’ve submitted my proof of address not once, not twice, but three times — because it’s always good to be thorough, I guess. Each time I’ve been told my service will be restored within 24 to 48 hours. That was about 1,000 hours ago, but who’s counting?

No one seems able to tell me what the delay is. But they are very consistent — consistent in their inability to escalate, follow up, or resolve the issue. And consistency is important in a service provider.

I work in financial services, mostly from home. The lack of fibre has made work unnecessarily difficult, and I’ve had to rely on mobile data (also Vodacom, of course) to hotspot just to stay online. My data usage has understandably gone through the roof, but I’m sure someone somewhere is thrilled about that.

It’s truly unfortunate that after more than a decade, I’m now likely going to have to terminate this relationship — not because I want to, but because Vodacom, despite our long history together, just can’t seem to help with something that should be quite straightforward. It's a bit like being ghosted by a partner you thought you could count on.

I had hoped for better. I had expected more. But alas, not all long-term relationships are built to last.