Disgusting service provision

I am a customer of Vodacom through which i receive my wifi fibre from VumaReach. Last Saturday morning (23-11-2024), I discovered that my fibre cable was physically damaged. I logged a complaint and was issued a ticket before 7 am. I asked the consultant what was the turnaround time for technicians to be sent to my property, he said that it would be between 24 and 48 hours.

About 12.45 pm I called in again to inquire on whether there was any progress with my matter. Another consultant stated that technicians are not sent out on a Saturday for matters logged on the same day, as they are still doing work from the previous week. I was told that I should have a technician sent by Monday (25-11-2024) to which I requested that a technician be sent on Tuesday (26-11-2024) as there would be someone available on my property to allow the technicians access.

There was nobody sent out to my property. I called again on Tuesday afternoon and was told that the matter will be "escalated". Wednesday, i called again, still no proper feedback. On Thursday i contacted Vodacom yet again to which the consultant gave me a number to call VumaReach directly. I called the number multiple times only to be put on hold for about 10 minutes at a time, waiting for a consultant and then the call cuts off. I did this 7 times!!!

Today, (29-11-2024) I am still without any contact from VumaReach, as a Vodacom client i am appalled at their apathy. I am contracted to Vodacom and a client of Vodacom, yet they have no urgency in dealing with my matter. They simply "escalate the matter" and leave it at that.

If the ticket was first logged on Saturday morning and we are now on Friday evening, they are in absolute breach of verbal contract in which THEY stipulated that my matter should be resolved within 48 to 72 hours.

This is disgusting service. I have been a client for more than 3 years!!! Only to be treated with utter disregard. Even though my fibre line is VumaReach. I am contracted to Vodacom as a service provider and Vodacom should be more proactive in dealing with their client matters!! This is atrocious..