Deeply Unsatisfactory Experience with Vodacom Fibre – Unresolved Issues and Billing Discrepancies

Dear Vodacom Fibre

I am compelled to share my profound dissatisfaction with Vodacom Fibre following a protracted and unresolved service issue that has now spanned over a 2 month period. This marks my second formal complaint since 19 July 2025, and regrettably, not only has there been no resolution, but additional complications have emerged.

Upon installation by a Vodacom technician in the first week of July 2025, my fibre connection was never activated—the box has remained non-functional and unconnected from day one. Despite numerous attempts to engage with Vodacom support, my efforts have been met with ineffective responses and a persistent lack of accountability. To date, I have not had access to the internet service for which I contracted.

Following escalation to Vodacom’s national sales manager, I was advised that a technician would be dispatched to resolve the matter. Surprisingly, the very next day, I was contacted by the same technician who originally installed the fibre—this is the same individual who had previously requested petrol money from me, despite the installation being marketed as free of charge. I find it highly unprofessional and concerning that Vodacom would send the same technician who had already demonstrated questionable conduct, rather than ensuring a higher standard of service and oversight.

Moreover, the installation process itself was problematic: the technicians disabled my gate motor to run their cable through my front yard and failed to restore it to working order. The cabling they installed was left unsecured, simply thrown over my roof and carport. As a result, the wires are now hanging off the carport, exposed to the elements and at risk of further damage due to wind and weather conditions. This careless workmanship has not only created safety hazards but also reflects a disregard for property and customer experience.

My decision to subscribe was based on an agreement with Violia, a partnered sales agent, who assured me of a monthly charge of R399 with a complimentary first month of service. In stark contrast to these terms, my account has been debited R980 this month for a service that has never been delivered or used. The original promise of a free month has not been honored, and I have received no value whatsoever for the charges incurred.

It is now 1 September 2025, and the situation remains unresolved. The lack of transparency, accountability, and customer care demonstrated by Vodacom has been extremely disappointing. Such service failures not only erode customer trust but also reflect poorly on Vodacom’s brand reputation.

I sincerely urge Vodacom to address these issues as a matter of priority—either by fulfilling the original service agreement or issuing a full refund for the non-existent service. Based on my experience, I cannot in good conscience recommend Vodacom Fibre to other prospective customers.

I am compelled to share my profound dissatisfaction with Vodacom Fibre following a protracted and unresolved service issue that has now spanned over a month. This marks my second formal complaint since 19 July 2025, and regrettably, not only has there been no resolution, but additional complications have emerged.

Upon installation by a Vodacom technician, my fibre connection was never activated—the box has remained non-functional and unconnected from day one. Despite numerous attempts to engage with Vodacom support, my efforts have been met with ineffective responses and a persistent lack of accountability. To date, I have not had access to the internet service for which I contracted.

Following escalation to Vodacom’s national sales manager, I was advised that a technician would be dispatched to resolve the matter. Surprisingly, the very next day, I was contacted by the same technician who originally installed the fibre—this is the same individual who had previously requested petrol money from me, despite the installation being marketed as free of charge. I find it highly unprofessional and concerning that Vodacom would send the same technician who had already demonstrated questionable conduct, rather than ensuring a higher standard of service and oversight.

Moreover, the installation process itself was problematic: the technicians disabled my gate motor to run their cable through my front yard and failed to restore it to working order. The cabling they installed was left unsecured, simply thrown over my roof and carport. As a result, the wires are now hanging off the carport, exposed to the elements and at risk of further damage due to wind and weather conditions. This careless workmanship has not only created safety hazards but also reflects a disregard for property and customer experience.

My decision to subscribe was based on an agreement with Violia, a partnered sales agent, who assured me of a monthly charge of R399 with a complimentary first month of service with the first installment being paid at the end of August for an amount of R 399 as it was a special they were running for signing up that day

. In stark contrast to these terms, my account has been debited R980 this month for a service that has never been delivered or used. The original promise of a free month has not been honored, and I have received no value whatsoever for the charges incurred.

It is now 1 September 2025, and the situation remains unresolved. The lack of transparency, accountability, and customer care demonstrated by Vodacom has been extremely disappointing. Such service failures not only erode customer trust but also reflect poorly on Vodacom’s brand reputation.

I sincerely urge Vodacom to address these issues as a matter of priority—either by fulfilling the original service agreement or issuing a full refund for the non-existent service. Based on my experience, I cannot in good conscience recommend Vodacom Fibre to other prospective customers.

I would like this cancelled immediately and i would like a full refund with bank charges included.

Nicole ***