Fibre Connection

Good Afternoon

We have installed our Fibre on Thursday, 12 November 2020. 13:54.

We were informed that we would be connected the same day. I called *** and was told that the router must first configure

On my arrival home, there was still no connection. I then phoned Laurel and had to give my MAC address and Serial Number. She told me that she sent the detail through to the activation department and that the activation will take up to 24 hours.

I called the same number Friday morning again where I was told that there was nothing on the system that the ticket was logged to send my detail through to activations. My router and MAC address and Serial number were on the system and that is it. I got a few emails saying that the case is closed. The case cannot be closed if the internet is not activated.

I called Friday afternoon again and was told that the turnaround time for activations is 72 hours now. I do not understand that each agent gives me different versions and times. I have complained so many times and not even one person except for the Technician, Isaiah, sent me a WhatsApp to ask me if we are connected. This man came out to our home and was the only Vodacom staff member that at least made an effort.

NO ONE comes back to me.

I called *** and spoke with Govern today and he told me this morning just after 08:00 that I must give him about 2 hours and will come back to me with an update. It is 12:17 and I had to phone him again to get an update, which of course he cannot give either.

I have never ever been so disappointed in Vodacom with the poor service. In the future, to give the system advice. Do not ask a customer to give feedback just after a call as the agent is trying to be very friendly and helpful but the work is not done till NOW. I have phoned again on 16 November, with no connection. The agent informed me that the Device THEY installed does not match the Device's SN on the system. Once again, he updated the number on the system and said he will send an email out to the project manager's in our region to configure the device. It is on 17 November and we still have no connection. I called Vodacom Fibre once again. While the agent told me to wait as she is busy looking at the system, I just got a Vodacom voice mail to rate her. No feedback. I called once again. The agent once again read out the incorrect SN after I updated it with a previous agent last night. I was told once again she will escalate it to the necessary department to configure. Nothing yet. Until now, no one has even done any effort to contact me as a customer to find out if all is in order. I have escalated this to the Vodacom Complaints website and the complaints board and NO reaction from anyone. Is this the type of service only I got or are there more.