Connection issue

UPDATE: Vodacom Fibre completely offline since 18 August

My ongoing Vodacom Fibre issue has now escalated further.

I upgraded my Fibre service from 20Mbps to 30Mbps under:

Sales Order:

The 30Mbps upgrade was eventually completed, and my speed tests were reaching approximately 30Mbps.

However, I then started experiencing connectivity problems.

17 August 2026

I logged a fault with Vodacom:

SR***

18 August 2026

At approximately 11:45, my Internet connection went completely offline.

Vodacom subsequently contacted me and advised that the ONT numbers were abnormal, this was around 12:45

I called Vodacom after the connection went down and was told that there was an outage in my area around 16:30 and there's no proof of the outage

Later that same day, Vodacom contacted me again and advised that the ONT was not configured correctly around 19:00

This is concerning because I have now been given different explanations for the problem:

1. The ONT numbers were abnormal. 2. There was an area outage. 3. The ONT was not configured correctly.

19 August 2026

My Internet is still completely offline.

I am therefore asking Vodacom to provide a definitive technical explanation rather than giving me different explanations at different times.

If there was an actual area outage on 18 August, please provide the network incident/outage reference and confirm that my address was affected.

If the problem is actually an incorrectly configured ONT, then please correct the configuration or dispatch a technician immediately.

Relevant references:

- – Sales Order - – Previous technical fault - – Fault opened 17 August - Vuma – Fibre installation - MAC:

The installation itself already required repeated follow-ups and escalation. Now that the service has finally been installed and upgraded to 30Mbps, I have been left with no Internet service at all.

I am asking Vodacom to:

- Confirm whether there was an actual area outage. - Provide the outage/incident reference if there was one. - Confirm the status and configuration of my ONT. - Check the fibre signal and network connection. - Dispatch a technician if required. - Provide a clear restoration timeframe. - Keep the fault open until the service is actually restored.

I am not accusing Vodacom of deliberately providing false information. However, the explanations I have received are inconsistent, and I need Vodacom to establish what is actually wrong with my service.

Current status: INTERNET COMPLETELY OFFLINE SINCE 11:45 ON 18 AUGUST.

Vodacom, please resolve this and provide a clear technical explanation.