Extremely disappointing experience with Vodacom Fibre

Extremely disappointing experience with Vodacom Fibre

I placed a new fibre order with Vodacom on Monday, 31 August, expecting what should have been a fairly straightforward installation. Unfortunately, this has turned into one of the most frustrating experiences I’ve ever had with a service provider.

On Wednesday, 2 September, a ticket was logged with Vuma and my line was activated. However, Vuma had activated an existing line at the property that had previously been installed for a cottage by the previous owners. This was **not the line I needed**. I needed a new line installed to the main house.

I immediately contacted Vodacom and explained the situation clearly. The agent told me that it needed to be treated as a second line and that another ticket would need to be created. I trusted that this had been done correctly.

Thursday and Friday came, and I followed up again and again. Queries were escalated and follow-up messages were supposedly sent to the relevant technical teams, but I received no call from Vuma and no proper update.

On Monday, 7 September, I called Vodacom again. The agent put me on hold to check with the technical team and escalated the ticket once more.

Later that day, a Vodacom technician called me trying to activate the line. I explained again that I was still waiting for Vuma to come out and install the second line to the main house. He then informed me that the original ticket had actually been logged **incorrectly**. It should have been logged as an installation ticket.

So, after days of me explaining exactly what I needed and following up constantly, I discovered that the ticket had been logged incorrectly by Vodacom in the first place. The technician then had to log the correct installation ticket with Vuma.

This morning, I called Vodacom again for an update. I was simply told that there was nothing more they could do because the ticket had been logged and that I now needed to wait for Vuma.

But this is exactly what is so frustrating — **I did everything I was supposed to do.** I explained the situation clearly from the beginning. I followed up every single day. I spent hours calling Vodacom, only to find out that the issue was partly caused by the ticket being logged incorrectly in the first place.

I have also spent a significant amount of money buying additional mobile data so that I can work from home while waiting for the fibre installation, not to mention all the airtime I’ve used calling Vodacom repeatedly.

This is my **first experience with Vodacom**, and unfortunately, it has been absolutely horrible. I can’t understand how a new customer can be left chasing a service provider every day just to get the correct process followed.

At this point, I need **Vuma to contact me and arrange the installation urgently**. I should not have to keep calling every day because of an error made during the initial ticket logging.

If this is the level of service I’m receiving **before my fibre line is even installed**, I honestly have serious concerns about what the service will be like once I’m an active customer.

If this matter is not resolved and I do not receive proper feedback urgently, I will seriously consider cancelling my new contract. I cannot justify staying with a service provider that has already caused this much frustration and inconvenience before the service has even started.

Vodacom, please sort this out. I’m not asking for anything unreasonable — I just need the installation I ordered and paid for to be properly arranged.