Extremely Poor Service and Lack of Accountability from Vodacom

My experience with Vodacom has been nothing short of disastrous. I have now been without internet for 12 days, yet I am still being billed as if the service is fully operational.

I logged this issue as early as day 2, and since then, I have spent a significant amount of time on the call centre trying to resolve it. Every time I follow up, I am told that everything looks “fine” on their side, only for me to explain—again—that while the network may appear active, there is no actual internet access on my end.

I have even had to ask an agent to review her own logs to understand the status of the issue and how many times I have already repeated the same troubleshooting steps. Despite this, I am continuously asked to redo tests, reset devices, rename networks, and change passwords—with absolutely no progress.

On day 5, I was informed that a technician needed to be sent out. However, for over a week, I have been told that a technician would contact me, and no one ever has.

What is most frustrating is the complete lack of proactive communication. If I do not contact Vodacom myself, I receive absolutely nothing from their side—no check-ins, no updates, no feedback, no reassurance. There has been zero effort to keep me informed or to take ownership of this issue.

To make matters worse, I rely on a stable internet connection to complete my work. As a result of this ongoing failure, I have been forced to spend a significant amount of money on mobile data and hotspots just to remain operational. This situation has not only been frustrating but also financially damaging.

This reflects a complete failure in service delivery, communication, and accountability. Charging for a service that has not been delivered for nearly two weeks is unacceptable. The lack of urgency and ownership shown throughout this process is deeply concerning, especially given how essential reliable internet is for both work and daily responsibilities.

Based on this experience, I cannot recommend Vodacom. Until there are serious improvements in customer support, communication, and accountability, customers should think carefully before relying on them for essential services.