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KT
Khuselwa T

1 reviews | Active since Oct 2017

27 Jun 2024, 13:22

Fibre relocation stuff-up on Vodacomn side.

I keep getting the worst service when it comes to sorting out my fibre when it comes to Vodacom. I app**** for a fibre line relocation on 22 May 2024, knowing the reloaction process lead time is 1 calendar month. I am moving to my new place tomorrow 28 June 2024 and I still have no update from neither Vodacom of Frogfoot as the internet provider which regards to when the activation is taking place. I keep having to call in and being sent from pillar to post with not a single consultant being able to tell me where in the system my query is. This is beyond frustrating as I did what I needed to do on my side well in advance. I rely on my fibre for work and I need this sorted out between today and tomorrow.

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Replies (3)
Vodacom
Vodacom's reply27 Jun 2024, 14:07
Official
Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via WhatsApp to request your personal details.

Regards,

Vodacom Consumer Website Team 

Best regards,

KT
Khuselwa T's update28 Jun 2024, 10:43
Reviewer Update
Hi,

Can someone of authority at Vodacom please give me a call to tell me what seems to be the hold up/problem with my relocation query. I keep being told "a technician or someone from the installations dept is going to call you" and they never do. It has been 4 days now I have been consecutively calling in to get an update regarding my relocation and activation of my Fibre to no avail. None of the consultants I speak to are able to tell me why nothing has happened of my application since 22 May. I am beyond frustrated being told there is no direct line to the installation dept because they are not calling me to tell me when someone is coming to attend to my query.
I received a call from who I'm assuming is yet another social media call centre agent yesterday, who also promised to escalate the matter and call me back and give me feedback. Literally the 4th person to say the same thing, and they never call me back! What is going on there???

I need my fibre to be working TODAY. it has been 36 days since I logged a query for a Fibre line relocation. This is unacceptable and downright tardy on your side to simply not follow up. I demand to speak to whoever is in charge of Fibre installation/relocation (and not yet another call centre agent please).


Vodacom
Vodacom's reply02 Jul 2024, 06:34
Official
Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. Our records indicate that your query was escalated to the Fibre Department and based on the feedback received, contact was made, and the feedback is as follows: The new install has been loaded on Frogfoot portal, FRG***-CPT-B1The next steps, Frogfoot will be contacting the customer for the installation and the new router will be delivered to the customer.
 You were contacted by Majdie  on *** and confirmed the address is correct as:  83 RINGWOOD DRIVE , PARKLANDS , UNIT 18 DE OUDE KAAP , Western Cape 7441

Regards
Vodacom Consumer Website Team

Best regards,