Dissatisfied with dealbpurchased and inability of Vodacom to help

@Vodacom

I don't know if annoyed is the right word to use when it comes to my experience with you guys.

I app**** for the home internet LTE deal @299 p/m (Alcatel router) on the 15th of December. I have been experiencing a drop in connection since the beginning of my contract. The router just drops signal randomly at least 5 to 10 times in an hour. The signal light will still be on, but I have no internet connection at that time. I work from home and this completely threw me off. I had back up to fall back on as my sister's other service provider contact was still running, so I didn't give it much thought. On the 20th of December, my first day of working from home with this new device set up, I logged my first call to report this issue. I cannot tell you the number of times I have called about this issue, it's a lot. The consultants are always so nice and willing to help, they've tried all sorts of things, they've reffered my issue to the technicians team, of which had to be escelated several times for them to assist me. Eventually I get a technical support person to contact me and tries to determine what the issue is, did something on his side, asked to me to reboot at 6:30 and monitor, my issue still persisted. When he calls to get an update he then refers me to go to a Vodacom care shop to get my router checked out. This is now in week 2 of January. I took it to a Vodacom repairs shop in Hatfield, they plugged it in and asked me to connect, of which it worked just fine and I was told there is nothing they can do to help me as it is working just fine.

I go back home and request to cancel this damn thing as it's not serving me, I've paid but I might as well not have internet as everyone in the house is unhappy at this point. I spent over 300 on data just so I can work peacefully, all while I have paid for my home internet. I am sent from pillar to post about the cancelation too, frustrated, is an understatement as to how I feel about Vodacom at this point. The cancelations department tells me that they cannot cancel and exclude the penalty as I stated I am not willing to pay the penalty fee (I am not canceling by choice here, I'm a dissatisfied customer) of which I understood, I was told to go back to Client services and they can action the cancelation due to them being unable to fix my problem. When I call them, I'm told I should have taken it back within 7 days, I explained that I was hopeful my issue can be fixed. I'm then told to call the after sales team. I do and they refer me back to the shop since it was not an online purchase. When I get to the shop, the lady there is very helpful and understanding and says she'll be in contact with Vodacom but we agreed that they keep the router there to monitor its behavior. The suspicion was that my area may not have sufficient coverage for the deal/router I purchased. This is now Thursday 19th of January.

I called her 25th of January and she confirms the router works just fine in the store and has logged a call to Vodacom to see how they can fix this for me and will follow up with them on Friday if they don't get back to her.

Here's where I stand at this point; I don't want it fixed because no one knows how to fix it or what exactly is wrong. I have not been able to use this damn thing satisfactorily since I plugged it in, I've instead spent so much more money buying data on the side just to get through a work day. I want it canceled and I am not willing to pay any penalty fees as it is not by choice that I am canceling. I'm headed for month end and the thought of Vodacom debiting my account again for a nonsense service is really unfair on me as no one and I mean no one can help me it seems.

Can someone please cancel this deal for me without the penalty as I have said, it's not by choice.

VODACOM HAS BEEN UNABLE TO PROVIDE ME WITH A SERVICE THAT I HAVE PAID FOR AND THERFORE SHOULD ACCEPT DEFEAT AND CANCEL IT ON THIER SIDE.