Fibre down for days with no answers.

Dear Vodacom,

Thank you for your response, however a generic response sent to all customers who post a bad review is not helpful. Today is the 4th day without internet and I've spent a lot of money buying data to make up for this as I need to study. I am yet to receive a phone call from a consultant and am yet to be given an explanation as to what is going on and why it is taking so long to resolve.

It is now the 6th day without wifi, answers or a phone call from a technician as promised by Vodacom. Today I called again for an update and was told that someone from the back office would call but I have received no call. I was called by the HelloPeter division yesterday and was told that they'd contact the necessary department. I logged onto an OLD progress email in hopes that I would get answers, the update for today's incident states that I am now IRATE and called AGAIN. Vodacom is about to debit my account for their monthly charges yet I have been without service for almost a week eith no answers. It feels like I am just being ignored and the more I look for answers the more the problem persists.

Dear Vodacom Consumer Website Team

Could you kindly update me on the progress with the fibre escalation as per your promise this morning at 07h23.

Regards,
Frustrated customer

1 week with no Internet, no answers from vodacom and a bunch of lies. Last phone call I found out none of the technicians have done any updates since the 27th, meaning they've done nothing since then. Absolutely deplorable. What's worse is vodacom was one of the first companies to debit my account for the month yet services have been non-existent for a week now and restoration hasn't even been attempted.

I have no calls for such in my call logs, kindly provide the number used to call so that I may anticipate the call. I've had no missed call or blocked call from a number associated with vodacom. I can provide my call logs as evidence that your claim has not happened.

Update since last post... Was called on 02/10/2025 to be told that the problem is the router and that a new one would be sent that same day and it would be here latest Monday 06/10/2025... I was then called on Friday to confirm my address and told again that it would be here latest Moday 06/10/2025 and was asked if i agree to paying more for my subscription as they're sending a better router to which i agreed, this call meant that it wasnt shipped the previous day... Today is Monday 06/10/2025, called Vodacom for an update and a Waybill number just to find out that the router was only shipped today and that it would take 3 to 5 business days to arrive... So far it's been 12 days without internet, 8 of which I was left in the dark and 4 of which I've been waiting for a router I was told would be here by today but was only shipped today.

Will keep posting updates until I finally have connectivity.

Update: 14th day with no wifi, router is yet to arrive, vodacom called today to see if it had arrived, told them no, was told that it would be escalated. I feel like vodacom thinks that using the word "escalate" will somehow fix everything or is supposed to make us feel better? They've been saying they'll escalate things every time I called for an update but it made no difference, they should just stop using it as a buzzword, it feels like an insult at this point.

Either way, updates will continue.

Update: Internet has finally been restored. Router was delivered yesterday. Called to have it configured but ran into an issue, was told that the back office would be contacted and it would take up to 24 hours. After the call I swapped LAN ports to test things out myself as I lost patience, connectivity was restored.

Terrible experience overall, hopefully this is the last one.