Bad Vodacom Services

I am writing this with pure frustration towards Vodacom about their lack of competence and urgency to help paying customers.

I was intrigued by a Black Friday special which included a 5g router, however since I received it on the 17/12/24 I have not picked up the 5g network as the 4g/5g lights has been constantly off. I contacted Vodacom and spoke to multiple call agents which I did trouble shooting with them and everything possible to fix the problem but to no avail.

The call agents then advised me to go to Blue Route mall Vodacom as there is a technician on site who can assist me. I specifically asked are they sure because I do not want to drive for nothing and they assured me there is a technician. I proceeded to go the the mall with my router and when I got to the store I was advised that there has not been a technician in the store for 3 years already.

The guy in the store didn't even check my router and just logged it on the system with the technical department and said I need to wait a few days untill they contact me. I got a call days later and again same questions were being asked when I spoke to the other agent. They didn't even have the urgency or skills to help me out and straight out asked me if there is a problem, don't I want to cancel my contract, to which I said no.

Another call agent contacted me and advised me to go to CBD Cape Town as there is a repair shop there. When I got to Cape Town CBD there was no repair shop at all. I have called Vodacom so many times trying to sort out this issue that they blocked me number because of possible *****! I had to buy me airtime or shamefully ask someone else for their phone to use just to get in contact with Vodacom.

The call agent then said there is a repair shop in Tyger valley to which I said is to far from me and I have already driven out petrol for nothing. I felt so hopeless and wanted to give up but I am a paying customer and refused to accept this unprofessional behavior and knowledge from Vodacom, even though they accessed my account a few times to see what is going on but they picked up no issues.

Today I decided to call Tyger Valley repair shop to ask them if they would be able to assist me and if I would get a courtesy router in the mean time if the router needed to stay by them while being repaired. While on the phone the lady was very helpful and accessed my profile only to discover that my 5g network was off all along and not activated. She then did the necessary over the phone and my issue was sorted out to which I am grateful to her for.

I want to know who will be held accountable for not ensuring YOUR processes were not followed by activating the 5g line to my name and who will compensate me for all the petrol I drove out and airtime I had to buy to run after Vodacom for a problem that was not my fault as they paying customer.

Since the 17th of December I have not been getting the service I signed up for and only today my 5g was activated after I made the effort to not give up. I am extremely disappointed and after this contract is done I don't think I will ever use Vodacom services again.