Formal Complaint Regarding Poor Service from Vodacom

I am writing to formally express my dissatisfaction with the service we have experienced regarding our fibre line. The situation has been extremely frustrating and highlights serious shortcomings in your service delivery and communication processes.

Our fibre line was out for the entirety of October due to damaged cables. It took an unreasonable amount of time to get in contact with your technicians for assistance. After the line was eventually repaired in early November, it stopped working again roughly a week later. Since then, we have been struggling to secure any meaningful assistance. For over a week now, our repeated follow-ups have resulted in being passed from one call to another with no resolution.

On the 26th of November, we were informed that technicians would arrive at our home around 3 PM to address the issue. However, a different group of technicians arrived in our area. When I approached them to inquire about our ticket, they stated that they were unaware of it. They then advised me to log a ticket—despite it already being logged—and assured me they would come to our house once they had completed their work in the area. I returned home as instructed, but the technicians left without attending to our issue.

Adding to the confusion, close to an hour after the appointed time, we received a message stating that the issue was not specific to our premises but rather an area-wide problem, and that technicians were already working on it. However, since then, I have not seen any technicians, and our fibre line remains non-functional.

I cannot speak positively about Vodacom’s services as an Internet Service Provider due to the persistent connectivity issues and the frustratingly poor customer service we have experienced.