FORMAL COMPLAINT – CONTINUOUS WIFI SERVICE FAILURES IN 2026 AND REQUEST FOR IMMEDIATE SENIOR MANAGEMENT INTERVENTION

To: Vodacom WIFI Department - WIFI SERVICES OFF YET AGAIN!

This letter serves as a formal complaint regarding the ongoing and unacceptable failure of our WIFI services, and we hereby request that this complaint be referred to Vodacom Senior Management with immediate effect.

WIFI SERVICES OFF – AGAIN

Please note that our WIFI services have been OFF again since yesterday evening, 9 March 2026.

In order for the Vodacom WIFI Department as well as Senior Management to fully understand the extent of our frustration, please take the following complaints and updates into account.

Important: The complaints listed below refer ONLY to WIFI service failures during 2026 up to today.

Perhaps then Vodacom will finally begin to understand that this situation is, in one word: UNACCEPTABLE SERVICE FROM THE VODACOM WIFI DEPARTMENT.

1) First complaint of 2026

Our first complaint this year was reported telephonically on 12 January 2026, after weather damaged our router on 11 January 2026.

Reference numbers: SR-*** Escalated reference: SR-***

I sent numerous emails regarding this complaint, as well as reports on the HelloPeter site.

On 2 February 2026, I sent another email stating that Vodacom technicians had still not come out to our premises to inspect the WIFI router.

At one stage the WIFI router appeared to be sorted out, only for it to stop working again a few days later.

This was again reported numerous times to the Vodacom WIFI department.

I see that I sent another complaint on 9 February 2026, referring to ***-077463.

It appears the WIFI was briefly sorted out for a short period, because shortly thereafter we had to report WIFI OFF AGAIN on 19 February 2026.

2) WIFI OFF again – reported 19 February 2026

This problem was reported on 19 February 2026.

***-095260

Please also refer to the email sent to Vodacom on 24 February 2026 to follow up on this matter.

In that email I specifically mentioned that our WIFI had already been off for approximately 7 days at that point.

3) WIFI OFF AGAIN – 9 March 2026

Since yesterday evening, 9 March 2026, our WIFI is OFF again.

We have not reported this telephonically, because we are now completely fed up with having to phone Vodacom every time the WIFI services fail.

In any case, when a fault is reported we are told it takes 48 hours to attend to the problem, yet based on our experience with Vodacom technicians the issue has never been resolved within or immediately after that 48-hour period.

Every time we experienced a WIFI problem, we had to wait at least 7 days or more before anything was done.

Service failure history for 2026

Please go and check our complaint history regarding WIFI services for 2026 only.

In approximately 8 weeks, from 12 January 2026 until today (10 March 2026), our WIFI services have been OFF three times, and in some cases the outages lasted days and even more than two weeks.

Impact on our business

During these periods when WIFI services are not working, we still have a business to run. We lose valuable time and productivity, especially with administration work and email correspondence with our clients.

In order to continue working, we are forced to purchase additional data bundles and use our phones as hotspots just to be able to send emails.

The cost of these data bundles is far higher than the so-called credit that Vodacom refunds us.

Furthermore, we do not understand why the credit only applies after 48 hours, which means we are still paying for the first two days of service that we do not receive.

The credit we receive does not even come close to covering the data costs we incur just to keep our business functioning.

Previous requests ignored

In previous emails to Vodacom regarding these ongoing and repeated WIFI problems, we requested that our Vodacom contracts be cancelled if the issues could not be permanently resolved.

We never received any response from Vodacom regarding this request.

OUR REQUEST – WE ARE NOW COMPLETELY FED UP WITH VODACOM WIFI SERVICES Option 1 – Immediate permanent solution

Vodacom must resolve this WIFI issue with immediate effect and provide a permanent solution.

We simply do not have the time to continuously prepare complaints and reports to Vodacom and the HelloPeter site.

In addition, we note that Vodacom is currently advertising a special for uncapped Fibre for R469.00 per month (S90 ULTRA ROUTER), which includes:

AI powered router for smooth internet

Built-in battery to keep WIFI running for up to 4 hours

SIM slot that automatically switches to LTE if fibre goes down

Stronger signal for better coverage

We assume this special appears in the March 2026 Vodacom pamphlet.

Considering all the problems we have experienced, Vodacom should move our current WIFI package to this option, especially since we are currently paying R740.95 (VAT included) for WIFI services that are more often OFF than working.

Option 2 – Immediate contract cancellation

If Vodacom cannot resolve this situation permanently, then we request the following:

Cancel ALL our current Vodacom contracts with immediate effect, and we will retain the devices, as we are currently paying for services promised by Vodacom but not delivered.

Why should we remain loyal paying clients when Vodacom clearly shows no concern for our ongoing complaints about WIFI services?

Please note: We have been complaining about WIFI problems for approximately two years, but this year has been the worst by far.

The service is absolutely unacceptable.

Financial consideration

Our current Vodacom debit order is approximately R5,000.00 per month.

If Vodacom believes that this amount is not sufficient for them to provide proper and professional service, as advertised repeatedly on social media, then we are certain many other service providers will gladly welcome us as clients.

At one stage our Vodacom debit orders were around R10,000.00 per month, but due to the extremely poor WIFI service, we have already started cancelling and removing contracts over time.

We have now reached our limit.

If Vodacom cannot provide reliable WIFI services, there is no reason for us to remain loyal customers.

Communication requirement

We expect written feedback from the Vodacom WIFI Department AND Senior Management.

As already stated in previous complaints:

NO PHONE CALLS.

All communication must be in writing, so that there is a record of what was said and promised.

We can no longer rely on verbal promises from Vodacom staff or technicians who say they will arrive at a certain time and then do not show up or show up when they feel like it. (note: that 2 times before we cancelled our bookings with clients to make sure we are at home when technicians show up - just for technician to NOT show up and show up days afterwards). These are the kind of Vodacom services we have to settle for. --- NO MORE!

This matter is no longer a joke.

We will continue lodging complaints until one of the two options above is resolved immediately.

NOTE: We also already spoke to some of our neighbours. Their WIFI services also off! They also mentioned they complaint in the past - where they were informed that they are the only people complaining about WIFI being off. Vodacom Technicians and staff: Stop lying to consumers if they complain about WIFI services being off. If 2-4 different people in one street complain about WIFI being off - why lie about this and make consumers feel that they are the only ones complaining!

We will also continue posting on the HelloPeter platform so that the public can see what type of WIFI service Vodacom is providing to loyal consumers—making promises on social media while failing to deliver in reality.

Isabella H Jansen van Vuuren Email: ***