CP
Charl P
1 reviews | Active since Feb 2023
09 Mar 2023, 11:20
Atrocious service
I decided to switch my fibre over to Vodacom from 1 March but since then have had nothing but frustration with the process.
I need to get my line reinstalled but are speaking to a different person every time I call the callcentre to follow up, having to explain the whole history of the matter to the next person.
I'm at person number 10 today, again being promised a call-back which might never come, or if it comes and I don't answer on first call (while at work), no message, no further communication.
This is atrocious service, I guess I will be cancelling my order.
Helpful (0)
Replies (5)0
Replies (5)
Vodacom's replyOfficial
09 Mar 2023, 12:00Dear 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 reply09 Mar 2023, 12:00
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
CP
Charl P's updateReviewer Update
20 Mar 2023, 15:29So I have received feedback from the fibre team and a particular manager in the team has been very helpful on Friday 10 March. We seemed to be making progress.
Unfortunately on Sat 11 March I received an email from your system that my fibre link has been activated and my LTE backup was subsequently deleted.
Problem:
1. My internet via fibre still wasn't working - i confirmed via your callcentre it had not been activated at Vumatel
2. I was now without any internet access and still is at the moment. I'm burning through LTE data at 1 GB per day.
The manager who helped on 10 March also stopped responding to multiple emails I sent him for feedback and 2 requests for callback I left via the callcentre.
So I continued calling the callcentre once or more per day to try and get it solved. Various people since have promised to call me back after they logged a fibre line activation request with Vumatel, not one ever called back.
On 2 occasions a callcentre consultant did actually follow up for a a day or 2 but then the communication died again.
To add to all of this Vumatel sent a contractor technician to my house to look at the badly installed fibre cable and even though the technician confirmed the cable was not installed properly and that I should ask for a new order and installation from Vodacom, I received a quote from the contractor today to pay for the install of the new cable.
So the horrific service, confusion and frustration continues.
I have spoken to +- 20 different people at Vodacom by now and time and again, the communication just dies.
I'm lost for words, I don't know how you stay in business.
You could at the very least have reinstated/recreate my LTE so I can have internet access while the line issues are being sorted out.
I will be cancelling the service in next day or so.
Unfortunately on Sat 11 March I received an email from your system that my fibre link has been activated and my LTE backup was subsequently deleted.
Problem:
1. My internet via fibre still wasn't working - i confirmed via your callcentre it had not been activated at Vumatel
2. I was now without any internet access and still is at the moment. I'm burning through LTE data at 1 GB per day.
The manager who helped on 10 March also stopped responding to multiple emails I sent him for feedback and 2 requests for callback I left via the callcentre.
So I continued calling the callcentre once or more per day to try and get it solved. Various people since have promised to call me back after they logged a fibre line activation request with Vumatel, not one ever called back.
On 2 occasions a callcentre consultant did actually follow up for a a day or 2 but then the communication died again.
To add to all of this Vumatel sent a contractor technician to my house to look at the badly installed fibre cable and even though the technician confirmed the cable was not installed properly and that I should ask for a new order and installation from Vodacom, I received a quote from the contractor today to pay for the install of the new cable.
So the horrific service, confusion and frustration continues.
I have spoken to +- 20 different people at Vodacom by now and time and again, the communication just dies.
I'm lost for words, I don't know how you stay in business.
You could at the very least have reinstated/recreate my LTE so I can have internet access while the line issues are being sorted out.
I will be cancelling the service in next day or so.
CP
Charl P's update20 Mar 2023, 15:29
Reviewer Update
So I have received feedback from the fibre team and a particular manager in the team has been very helpful on Friday 10 March. We seemed to be making progress.
Unfortunately on Sat 11 March I received an email from your system that my fibre link has been activated and my LTE backup was subsequently deleted.
Problem:
1. My internet via fibre still wasn't working - i confirmed via your callcentre it had not been activated at Vumatel
2. I was now without any internet access and still is at the moment. I'm burning through LTE data at 1 GB per day.
The manager who helped on 10 March also stopped responding to multiple emails I sent him for feedback and 2 requests for callback I left via the callcentre.
So I continued calling the callcentre once or more per day to try and get it solved. Various people since have promised to call me back after they logged a fibre line activation request with Vumatel, not one ever called back.
On 2 occasions a callcentre consultant did actually follow up for a a day or 2 but then the communication died again.
To add to all of this Vumatel sent a contractor technician to my house to look at the badly installed fibre cable and even though the technician confirmed the cable was not installed properly and that I should ask for a new order and installation from Vodacom, I received a quote from the contractor today to pay for the install of the new cable.
So the horrific service, confusion and frustration continues.
I have spoken to +- 20 different people at Vodacom by now and time and again, the communication just dies.
I'm lost for words, I don't know how you stay in business.
You could at the very least have reinstated/recreate my LTE so I can have internet access while the line issues are being sorted out.
I will be cancelling the service in next day or so.
Unfortunately on Sat 11 March I received an email from your system that my fibre link has been activated and my LTE backup was subsequently deleted.
Problem:
1. My internet via fibre still wasn't working - i confirmed via your callcentre it had not been activated at Vumatel
2. I was now without any internet access and still is at the moment. I'm burning through LTE data at 1 GB per day.
The manager who helped on 10 March also stopped responding to multiple emails I sent him for feedback and 2 requests for callback I left via the callcentre.
So I continued calling the callcentre once or more per day to try and get it solved. Various people since have promised to call me back after they logged a fibre line activation request with Vumatel, not one ever called back.
On 2 occasions a callcentre consultant did actually follow up for a a day or 2 but then the communication died again.
To add to all of this Vumatel sent a contractor technician to my house to look at the badly installed fibre cable and even though the technician confirmed the cable was not installed properly and that I should ask for a new order and installation from Vodacom, I received a quote from the contractor today to pay for the install of the new cable.
So the horrific service, confusion and frustration continues.
I have spoken to +- 20 different people at Vodacom by now and time and again, the communication just dies.
I'm lost for words, I don't know how you stay in business.
You could at the very least have reinstated/recreate my LTE so I can have internet access while the line issues are being sorted out.
I will be cancelling the service in next day or so.
CP
Charl P's updateReviewer Update
23 Mar 2023, 10:37Vodacom
So after speaking to the cancellations department on the matter was send to the FTTX department, this was Wed. I still don't have any feedback.
Called callcentre this morning, the matter was once escalated again.
I have logged my cancellation now, waiting on feedback.
So after speaking to the cancellations department on the matter was send to the FTTX department, this was Wed. I still don't have any feedback.
Called callcentre this morning, the matter was once escalated again.
I have logged my cancellation now, waiting on feedback.
CP
Charl P's update23 Mar 2023, 10:37
Reviewer Update
Vodacom
So after speaking to the cancellations department on the matter was send to the FTTX department, this was Wed. I still don't have any feedback.
Called callcentre this morning, the matter was once escalated again.
I have logged my cancellation now, waiting on feedback.
So after speaking to the cancellations department on the matter was send to the FTTX department, this was Wed. I still don't have any feedback.
Called callcentre this morning, the matter was once escalated again.
I have logged my cancellation now, waiting on feedback.
CP
Charl P's updateReviewer Update
23 Mar 2023, 12:07Vodacom
So after speaking to the cancellations department on the matter it was send to the FTTX department, this was Tue. I still don't have any feedback.
Called callcentre this morning, the matter was once again escalated.
I asked for the LTE to be reinstated also.
I then requested a quote to see any costs I would need to pay to cancel the order. I was told I had to log a cancellation to get the quote, which I have done now. Waiting on feedback.
So after speaking to the cancellations department on the matter it was send to the FTTX department, this was Tue. I still don't have any feedback.
Called callcentre this morning, the matter was once again escalated.
I asked for the LTE to be reinstated also.
I then requested a quote to see any costs I would need to pay to cancel the order. I was told I had to log a cancellation to get the quote, which I have done now. Waiting on feedback.
CP
Charl P's update23 Mar 2023, 12:07
Reviewer Update
Vodacom
So after speaking to the cancellations department on the matter it was send to the FTTX department, this was Tue. I still don't have any feedback.
Called callcentre this morning, the matter was once again escalated.
I asked for the LTE to be reinstated also.
I then requested a quote to see any costs I would need to pay to cancel the order. I was told I had to log a cancellation to get the quote, which I have done now. Waiting on feedback.
So after speaking to the cancellations department on the matter it was send to the FTTX department, this was Tue. I still don't have any feedback.
Called callcentre this morning, the matter was once again escalated.
I asked for the LTE to be reinstated also.
I then requested a quote to see any costs I would need to pay to cancel the order. I was told I had to log a cancellation to get the quote, which I have done now. Waiting on feedback.
CP
Charl P's updateReviewer Update
23 Mar 2023, 17:13So finally, after cancelling my service this morning, the problem with my fibre was fixed this afternoon.
It leaves a bad taste that I had to go through all the trouble, frustration and numerous calls and emails and only when I had enough and cancelled you fixed the issue.
I cannot recommend you to anyone.
Charl
It leaves a bad taste that I had to go through all the trouble, frustration and numerous calls and emails and only when I had enough and cancelled you fixed the issue.
I cannot recommend you to anyone.
Charl
CP
Charl P's update23 Mar 2023, 17:13
Reviewer Update
So finally, after cancelling my service this morning, the problem with my fibre was fixed this afternoon.
It leaves a bad taste that I had to go through all the trouble, frustration and numerous calls and emails and only when I had enough and cancelled you fixed the issue.
I cannot recommend you to anyone.
Charl
It leaves a bad taste that I had to go through all the trouble, frustration and numerous calls and emails and only when I had enough and cancelled you fixed the issue.
I cannot recommend you to anyone.
Charl