LW
Lionel W
1 reviews | Active since Mar 2024
01 Dec 2025, 13:32
Dysfunctional hardware Fiber to Home- Router disconnect
I have a Vodacom Fiber to home service.
We have encountered numerous Router Disconnects for the past 3 months.
I raised a SR after I had more than enough Internet disconnections. On 24 November 2025 VC started to Escalate my SR. 251124- 966827
VC fiber Tech contacted me by SMS on 28 November 2925 as he could not get hold of me. He left his name and office contact number.
The number was not for my service as it is for a Business entity. The *** actual support number was answered and the staff said they do not know such person as well as at the number *** which he shared with me.
On 30 November 2025 the router disconnected and all devices had no connection. I contacted VC Fiber support.
The Technician informed me that he updated the Firmware which was done on numerous occasions before. The router refused to respond. The Technician informed me that he ill reset the Router to Factory default. He phoned me back.
We were up and running.
After a while my spouse lost connections by 8 times in a span of one hour 4 minutes.
Absolutely unacceptable paying for a service which we cannot depend upon.
The fiber device where the router is connected is not faulty as all 3 LED lights are Lit up as green Led's.
It is not acceptable to pay for such poor service from such major ISP service provider.
I would stand by my case that it seems that the Router (Device) is faulty and should be replaced by VC.
Why should I drive to an Internet Cafe to get some of my personal docs printed or send a mail from the latter entity at my cost etc. if I do have a VC ISP Service provider contract.
I have work to do and cannot sit and wait at home for a VC response.
The SR was escalated 3 times today without any response.
I am sad that I ever changed from ISP as the VC service is not so good.
Helpful (0)
Replies (4)0
Replies (4)
Vodacom's replyOfficial
01 Dec 2025, 14:41 Dear Customer, Thank you for bringing your complaint to our attention. Please be advised that a consultant will be in touch with you shortly to assist with your query. ⚠️ Important Notice: Beware of phishing ****s. Vodacom will never contact you via WhatsApp to request your personal information. Kind regards,
Vodacom Consumer Website Team
Vodacom Consumer Website Team
Vodacom's reply01 Dec 2025, 14:41
Official
Dear Customer, Thank you for bringing your complaint to our attention. Please be advised that a consultant will be in touch with you shortly to assist with your query. ⚠️ Important Notice: Beware of phishing ****s. Vodacom will never contact you via WhatsApp to request your personal information. Kind regards,
Vodacom Consumer Website Team
Vodacom Consumer Website Team
LW
Lionel W's updateReviewer Update
11 Dec 2025, 10:11Good Morning
I was contacted by VC and informed that a fresh SR will be raised as the previously mentioned SR as unfortunately closed which is of concern.
The newly logged SR is: SR ***
I noticed that VC outsourced their Fiber service to an unknown Company.
I was contacted on 2 occasions , i.e. on my mobile phone by the relevant outsourced company.
Once I answer the call the caller puts down the phone and end the call which is absolutely of concern having such poor service.
What this type of comms entail is at the end the caller confirms they cannot contact me as I am not answering my phone which is ridiculous.
Companies should be focused on how they outsource their services and award a Tender as this is a typical example what happens and relates to poor customer service.
I was contacted by VC and informed that a fresh SR will be raised as the previously mentioned SR as unfortunately closed which is of concern.
The newly logged SR is: SR ***
I noticed that VC outsourced their Fiber service to an unknown Company.
I was contacted on 2 occasions , i.e. on my mobile phone by the relevant outsourced company.
Once I answer the call the caller puts down the phone and end the call which is absolutely of concern having such poor service.
What this type of comms entail is at the end the caller confirms they cannot contact me as I am not answering my phone which is ridiculous.
Companies should be focused on how they outsource their services and award a Tender as this is a typical example what happens and relates to poor customer service.
LW
Lionel W's update11 Dec 2025, 10:11
Reviewer Update
Good Morning
I was contacted by VC and informed that a fresh SR will be raised as the previously mentioned SR as unfortunately closed which is of concern.
The newly logged SR is: SR ***
I noticed that VC outsourced their Fiber service to an unknown Company.
I was contacted on 2 occasions , i.e. on my mobile phone by the relevant outsourced company.
Once I answer the call the caller puts down the phone and end the call which is absolutely of concern having such poor service.
What this type of comms entail is at the end the caller confirms they cannot contact me as I am not answering my phone which is ridiculous.
Companies should be focused on how they outsource their services and award a Tender as this is a typical example what happens and relates to poor customer service.
I was contacted by VC and informed that a fresh SR will be raised as the previously mentioned SR as unfortunately closed which is of concern.
The newly logged SR is: SR ***
I noticed that VC outsourced their Fiber service to an unknown Company.
I was contacted on 2 occasions , i.e. on my mobile phone by the relevant outsourced company.
Once I answer the call the caller puts down the phone and end the call which is absolutely of concern having such poor service.
What this type of comms entail is at the end the caller confirms they cannot contact me as I am not answering my phone which is ridiculous.
Companies should be focused on how they outsource their services and award a Tender as this is a typical example what happens and relates to poor customer service.
LW
Lionel W's updateReviewer Update
11 Dec 2025, 10:13 Good Morning
I was contacted by VC and informed that a fresh SR will be raised as the previously mentioned SR as unfortunately closed which is of concern.
The newly logged SR is: SR **********377
I noticed that VC outsourced their Fiber service to an unknown Company.
I was contacted on 2 occasions , i.e. on my mobile phone by the relevant outsourced company.
Once I answer the call the caller puts down the phone and end the call which is absolutely of concern having such poor service.
What this type of comms entail is at the end the caller confirms they cannot contact me as I am not answering my phone which is ridiculous.
Companies should be focused on how they outsource their services and award a Tender as this is a typical example what happens and relates to poor customer service.Add your reply
I was contacted by VC and informed that a fresh SR will be raised as the previously mentioned SR as unfortunately closed which is of concern.
The newly logged SR is: SR **********377
I noticed that VC outsourced their Fiber service to an unknown Company.
I was contacted on 2 occasions , i.e. on my mobile phone by the relevant outsourced company.
Once I answer the call the caller puts down the phone and end the call which is absolutely of concern having such poor service.
What this type of comms entail is at the end the caller confirms they cannot contact me as I am not answering my phone which is ridiculous.
Companies should be focused on how they outsource their services and award a Tender as this is a typical example what happens and relates to poor customer service.Add your reply
LW
Lionel W's update11 Dec 2025, 10:13
Reviewer Update
Good Morning
I was contacted by VC and informed that a fresh SR will be raised as the previously mentioned SR as unfortunately closed which is of concern.
The newly logged SR is: SR **********377
I noticed that VC outsourced their Fiber service to an unknown Company.
I was contacted on 2 occasions , i.e. on my mobile phone by the relevant outsourced company.
Once I answer the call the caller puts down the phone and end the call which is absolutely of concern having such poor service.
What this type of comms entail is at the end the caller confirms they cannot contact me as I am not answering my phone which is ridiculous.
Companies should be focused on how they outsource their services and award a Tender as this is a typical example what happens and relates to poor customer service.Add your reply
I was contacted by VC and informed that a fresh SR will be raised as the previously mentioned SR as unfortunately closed which is of concern.
The newly logged SR is: SR **********377
I noticed that VC outsourced their Fiber service to an unknown Company.
I was contacted on 2 occasions , i.e. on my mobile phone by the relevant outsourced company.
Once I answer the call the caller puts down the phone and end the call which is absolutely of concern having such poor service.
What this type of comms entail is at the end the caller confirms they cannot contact me as I am not answering my phone which is ridiculous.
Companies should be focused on how they outsource their services and award a Tender as this is a typical example what happens and relates to poor customer service.Add your reply
LW
Lionel W's updateReviewer Update
15 Dec 2025, 08:52In follow up to my latest SR I noticed that VC unconditionally closed the SR ithout any reason.
I have decided to report and send my Testing results of Ookla and the below trace route data to ICASA.
I will request ICASA to cancel my contract with VC without any obligations towards the contract.
If done I will join a more reliable ISP.
In addition I ill also purchase a separate VPN which is reliable to vet any throttling by the ISP.
VC do not care as they are in big business. Before people want to join an ISP the best is to Visit Hello Peter for proper service confirmation issues in future. Network testing by Customer:
More than 5% Packet Loss is regarded as High (PL)
Latency should be 200ms or lower.
Above 200 ms: Bad – Significant lag
It is far too high
A good ping speed is 10–20 ms
A normal MS latency is:
A cable modem, this can be between 5 and 40 ms.
For a DSL modem this is normally 10 to 70ms.
For a dial-up modem, this is normally anywhere from 100 to 220ms.
For a cellular link, this can be from 200 to 600 ms.
=======================================
Trace complete.
C:\Users\tecro> tracert 41.1.86.12
Tracing route to 41.1.86.12 over a maximum of 30 hops
1 * * 192.168.68.101 reports: Destination host unreachable.
Trace complete.
C:\Users\tecro> tracert 41.1.86.12
==================================================
Tracing route to 41.1.86.12 over a maximum of 30 hops
1 * * * Request timed out.
2 10.0.0.142 reports: Destination host unreachable.
Trace complete.
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 4ms, Average = 4ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 11ms, Average = 11ms
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss), Ping statistics for
41.1.86.12:
Approximate round trip times in milli-seconds:
Minimum = 70ms, Maximum = 70ms, Average = 70ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 6ms, Average = 5ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 9ms, Average = 9ms
A 10% packet loss (PL) is completely unacceptable and unusable.
The current PL on my VC ISP is definitely causing retransmission which in
turn starts snowballing the traffic.
If I walk outside the room where the Router is connected, I start losing speed. I have
2 x Extenders in the room.
Is VC Throttling my link speed????
I made proposals before however I know it is ignored.
Do you have Fiber Network diversity on this link? How old are your switches. Look
at the many hops of this link. Review and reconsider the config routing.
I informed VC Fiber support rep contacting me that a Field Tech will be dispatched.
I said that VC is wasting time.
The link is up.
We noticed on Facebook that there are many Customers of VC complaining with the
poor VC ISP Network!!!!!!
I have decided to report and send my Testing results of Ookla and the below trace route data to ICASA.
I will request ICASA to cancel my contract with VC without any obligations towards the contract.
If done I will join a more reliable ISP.
In addition I ill also purchase a separate VPN which is reliable to vet any throttling by the ISP.
VC do not care as they are in big business. Before people want to join an ISP the best is to Visit Hello Peter for proper service confirmation issues in future. Network testing by Customer:
More than 5% Packet Loss is regarded as High (PL)
Latency should be 200ms or lower.
Above 200 ms: Bad – Significant lag
It is far too high
A good ping speed is 10–20 ms
A normal MS latency is:
A cable modem, this can be between 5 and 40 ms.
For a DSL modem this is normally 10 to 70ms.
For a dial-up modem, this is normally anywhere from 100 to 220ms.
For a cellular link, this can be from 200 to 600 ms.
=======================================
Trace complete.
C:\Users\tecro> tracert 41.1.86.12
Tracing route to 41.1.86.12 over a maximum of 30 hops
1 * * 192.168.68.101 reports: Destination host unreachable.
Trace complete.
C:\Users\tecro> tracert 41.1.86.12
==================================================
Tracing route to 41.1.86.12 over a maximum of 30 hops
1 * * * Request timed out.
2 10.0.0.142 reports: Destination host unreachable.
Trace complete.
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 4ms, Average = 4ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 11ms, Average = 11ms
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss), Ping statistics for
41.1.86.12:
Approximate round trip times in milli-seconds:
Minimum = 70ms, Maximum = 70ms, Average = 70ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 6ms, Average = 5ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 9ms, Average = 9ms
A 10% packet loss (PL) is completely unacceptable and unusable.
The current PL on my VC ISP is definitely causing retransmission which in
turn starts snowballing the traffic.
If I walk outside the room where the Router is connected, I start losing speed. I have
2 x Extenders in the room.
Is VC Throttling my link speed????
I made proposals before however I know it is ignored.
Do you have Fiber Network diversity on this link? How old are your switches. Look
at the many hops of this link. Review and reconsider the config routing.
I informed VC Fiber support rep contacting me that a Field Tech will be dispatched.
I said that VC is wasting time.
The link is up.
We noticed on Facebook that there are many Customers of VC complaining with the
poor VC ISP Network!!!!!!
LW
Lionel W's update15 Dec 2025, 08:52
Reviewer Update
In follow up to my latest SR I noticed that VC unconditionally closed the SR ithout any reason.
I have decided to report and send my Testing results of Ookla and the below trace route data to ICASA.
I will request ICASA to cancel my contract with VC without any obligations towards the contract.
If done I will join a more reliable ISP.
In addition I ill also purchase a separate VPN which is reliable to vet any throttling by the ISP.
VC do not care as they are in big business. Before people want to join an ISP the best is to Visit Hello Peter for proper service confirmation issues in future. Network testing by Customer:
More than 5% Packet Loss is regarded as High (PL)
Latency should be 200ms or lower.
Above 200 ms: Bad – Significant lag
It is far too high
A good ping speed is 10–20 ms
A normal MS latency is:
A cable modem, this can be between 5 and 40 ms.
For a DSL modem this is normally 10 to 70ms.
For a dial-up modem, this is normally anywhere from 100 to 220ms.
For a cellular link, this can be from 200 to 600 ms.
=======================================
Trace complete.
C:\Users\tecro> tracert 41.1.86.12
Tracing route to 41.1.86.12 over a maximum of 30 hops
1 * * 192.168.68.101 reports: Destination host unreachable.
Trace complete.
C:\Users\tecro> tracert 41.1.86.12
==================================================
Tracing route to 41.1.86.12 over a maximum of 30 hops
1 * * * Request timed out.
2 10.0.0.142 reports: Destination host unreachable.
Trace complete.
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 4ms, Average = 4ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 11ms, Average = 11ms
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss), Ping statistics for
41.1.86.12:
Approximate round trip times in milli-seconds:
Minimum = 70ms, Maximum = 70ms, Average = 70ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 6ms, Average = 5ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 9ms, Average = 9ms
A 10% packet loss (PL) is completely unacceptable and unusable.
The current PL on my VC ISP is definitely causing retransmission which in
turn starts snowballing the traffic.
If I walk outside the room where the Router is connected, I start losing speed. I have
2 x Extenders in the room.
Is VC Throttling my link speed????
I made proposals before however I know it is ignored.
Do you have Fiber Network diversity on this link? How old are your switches. Look
at the many hops of this link. Review and reconsider the config routing.
I informed VC Fiber support rep contacting me that a Field Tech will be dispatched.
I said that VC is wasting time.
The link is up.
We noticed on Facebook that there are many Customers of VC complaining with the
poor VC ISP Network!!!!!!
I have decided to report and send my Testing results of Ookla and the below trace route data to ICASA.
I will request ICASA to cancel my contract with VC without any obligations towards the contract.
If done I will join a more reliable ISP.
In addition I ill also purchase a separate VPN which is reliable to vet any throttling by the ISP.
VC do not care as they are in big business. Before people want to join an ISP the best is to Visit Hello Peter for proper service confirmation issues in future. Network testing by Customer:
More than 5% Packet Loss is regarded as High (PL)
Latency should be 200ms or lower.
Above 200 ms: Bad – Significant lag
It is far too high
A good ping speed is 10–20 ms
A normal MS latency is:
A cable modem, this can be between 5 and 40 ms.
For a DSL modem this is normally 10 to 70ms.
For a dial-up modem, this is normally anywhere from 100 to 220ms.
For a cellular link, this can be from 200 to 600 ms.
=======================================
Trace complete.
C:\Users\tecro> tracert 41.1.86.12
Tracing route to 41.1.86.12 over a maximum of 30 hops
1 * * 192.168.68.101 reports: Destination host unreachable.
Trace complete.
C:\Users\tecro> tracert 41.1.86.12
==================================================
Tracing route to 41.1.86.12 over a maximum of 30 hops
1 * * * Request timed out.
2 10.0.0.142 reports: Destination host unreachable.
Trace complete.
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 4ms, Average = 4ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 11ms, Average = 11ms
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss), Ping statistics for
41.1.86.12:
Approximate round trip times in milli-seconds:
Minimum = 70ms, Maximum = 70ms, Average = 70ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 6ms, Average = 5ms
Ping statistics for 41.1.86.12:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 9ms, Average = 9ms
A 10% packet loss (PL) is completely unacceptable and unusable.
The current PL on my VC ISP is definitely causing retransmission which in
turn starts snowballing the traffic.
If I walk outside the room where the Router is connected, I start losing speed. I have
2 x Extenders in the room.
Is VC Throttling my link speed????
I made proposals before however I know it is ignored.
Do you have Fiber Network diversity on this link? How old are your switches. Look
at the many hops of this link. Review and reconsider the config routing.
I informed VC Fiber support rep contacting me that a Field Tech will be dispatched.
I said that VC is wasting time.
The link is up.
We noticed on Facebook that there are many Customers of VC complaining with the
poor VC ISP Network!!!!!!