Formal Escalation – Unacceptable Fibre Service Failure

Good day,

I am writing to formally escalate my extreme dissatisfaction with Vodacom’s service. I have now been without fibre for 28 days — a situation that is entirely unacceptable and indicative of serious service delivery failure.

It took Vodacom 21 days merely to arrange installation, and even now the line remains inactive. Despite repeated follow-ups, there has been no meaningful progress, no clear communication, and no sense of urgency from your team. What is particularly unacceptable is the repeated disruption this has caused to my work. Each time I need an update or troubleshooting, I am forced to leave work early and drive home to make myself available — resulting in direct loss of productivity and income. Yet, despite my continued cooperation and numerous attempts to resolve this through the correct channels, I am still left without service and without answers.

Multiple support tickets have been logged, only to be closed shortly thereafter without resolution or proper feedback. This strongly suggests a breakdown in internal processes, as well as a complete lack of accountability and ownership of customer issues.

At this stage, Vodacom has failed to deliver on its service obligations, failed to communicate effectively, and failed to resolve a straightforward installation. This is no longer a minor inconvenience — it is a prolonged service failure. If this matter is not resolved immediately, I will have no choice but to escalate it further through formal complaint channels, including public platforms and regulatory bodies, as well as formally documenting the lack of accountability demonstrated throughout this process.

I expect urgent intervention from a senior level and immediate action to activate my line without any further delay.