Extremely Poor Modem Performance – Contracted but Underserved

I am extremely disappointed with the performance of our Vodacom modem at our workplace. For over a year now, the modem has delivered consistently poor internet connectivity, to the point where I have to disconnect my phone from the Wi-Fi just to use my own Vodacom mobile data — which works significantly better than the modem itself. This is not only frustrating but completely unacceptable.

We are currently locked into a contract with a monthly charge of R429.01, as per the agreement for a Huawei E5783-230A Cat7 modem on a 200GB TopUp plan. Despite paying consistently (as reflected in our statements and invoices), we receive no value from this service.

There is no reason a modern modem under a premium plan with Vodacom should be performing this poorly. We’ve explored all options available to us, but the issue remains unresolved, and we are left with an expensive, unreliable service we can’t use — and cannot exit from due to contractual limitations.

This is a clear case of being billed for a service that is not being delivered. It undermines customer trust and reflects very poorly on Vodacom’s network reliability and customer commitment. We urgently need a resolution — either proper service delivery or the ability to terminate the contract without penalties.