Formal Complaint – Vodacom Fibre Outage

Good day,

I would like to formally complain about my Vodacom Fibre, which has now been down for 5 days and is still not resolved.

I have called Vodacom every day, and every day I am getting a different story. First it was an outage, then I was told cables were burnt/damaged, then that technicians were working on it. Now the Vumatel technician is telling me that the router needs to be changed.

Where is the communication between Vodacom and Vumatel?

I am the customer and I should not have to keep calling every day to find out what is actually happening, especially when I am getting different answers each time.

The issue is still not resolved, and after 5 days I now want this matter escalated to a senior manager to get it resolved urgently.

I would also like confirmation of the actual cause of the problem, when it will be fixed, and a pro-rata credit for the 5 days that I have had no service.

Please send me the escalation/complaint reference number and an urgent update.

Kind regards, Mitchell