FIBRE

I’m extremely disappointed with the level of service from Vumatel & Vodacom. It feels like nobody within the company communicates with each other properly, and as a customer you’re left repeating the same information over and over again to different departments with no real progress being made.

What makes it even more frustrating is the amount of time wasted. You go through an entire process that takes two to three weeks — calls, tickets, waiting for feedback, explaining the issue repeatedly — only to eventually be told that they can’t help you. There’s no urgency, no proper coordination, and no accountability. Instead of getting clear answers upfront, customers are dragged through long delays with false hope that the issue is being handled.

To make matters worse, you then get pushed over to Vodacom South Africa, only to hear that you need a Vuma aerial (which is part of Vumatel) installation. After already waiting weeks, you’re effectively sent back to the beginning and forced to follow another long process all over again. It becomes a cycle of being bounced between companies while nobody takes ownership of the problem.

I also spoke to a lady on Monday who advised me that she could expedite the matter from her side. However, when I phoned again today, I was told that the matter cannot be expedited before 5 days. This kind of conflicting information is exactly part of the problem — customers are told different things by different people, with no consistency or clear communication.

The overall experience is exhausting and incredibly frustrating. Customers should not have to spend weeks chasing basic communication and coordination between service providers. A process that should be simple turns into a drawn-out nightmare because the companies involved don’t appear aligned internally or with each other.