Formal Update and Escalation – Continued Service Failures by Vodacom WiFi Department

Management / WiFi Services Department, This email serves as a formal update and further escalation to my previous complaint regarding the unacceptable service received from Vodacom’s WiFi department. Technician Attendance – Saturday, 17 January 2026: A Vodacom technician eventually arrived at our premises at approximately 15:00 on Saturday afternoon, despite the original confirmed appointment being scheduled for 10:30. Due to Vodacom’s failure to adhere to its own booking times and lack of communication, we were forced to cancel other personal and business commitments scheduled for that afternoon. This disruption was entirely avoidable had Vodacom shown basic professionalism by keeping to the agreed appointment or at least updating us timeously. Serious Concern Regarding Internal Handling of Our Fault: Our WiFi router fault was officially logged on Monday, 12 January 2026. However, the technician informed us on Saturday that he only received the job on Saturday morning. This raises a critical and unacceptable question: What actions were taken by Vodacom during the five days between Monday and Saturday, especially considering that we phoned Vodacom every single day to follow up on this matter? We formally request that Vodacom: • Investigate and confirm how many times we contacted Vodacom to follow up on this fault. • Investigate why no action was taken during this five-day period. • Confirm how many times we had to phone again on Saturday morning, after the technician failed to arrive at the scheduled 10:30 appointment — all without any proactive communication from Vodacom. Incomplete Resolution of the Technical Issue: While WiFi connectivity is now functioning on our cellphones and computers, it is still not working on our DSTV. The technician informed my fiancé that he would “go out to do something” and would phone back to confirm everything was working. Given the extended delays, repeated follow-ups, and inconvenience already caused, it would have been reasonable and professional for the technician to return to the house and ensure that all services were fully functional. We only discovered the DSTV WiFi issue later that evening, as we did not watch television during the day. Unacceptable Call Centre Behaviour: When we contacted the Vodacom WiFi department on Saturday night to report the DSTV issue: • My fiancé also sent a WhatsApp message to the technician, Prince — no response was received. • The call centre agent who answered our call abruptly disconnected the call while I was still speaking and lodging the complaint. This behaviour is completely unacceptable and reflects a shocking lack of respect for long-term clients. Final Position: Is this truly the level of service a well-known telecommunications provider like Vodacom believes is acceptable for loyal, long-term customers? We did not sign up for this level of service, this arrogance, or this apparent lack of accountability. Based on our experiences over the past 3–5 years, it has become evident that Vodacom simply operates as it sees fit, with little regard for its customers. We therefore reiterate our decision to cancel all existing Vodacom contracts. Please provide us with a detailed written response outlining: 1. The process and timelines for cancelling all our current contracts. 2. Any credits due to us, including compensation for downtime and incomplete service delivery. 3. Confirmation that this matter has been escalated to senior management. We consider this matter urgent and expect a professional, written response without further delay. REF: SR*** The arrogance once again to send us notification that matter is closed - BUT NO ONE AT VODACOM doing the effort to contact us, and find out if all in order and if we are happy. Matter NOT CLOSED due to our DSTV not connecting to Wifi. And this is not a Multichoice problem - this problem persisted after Technicians from Vodacom came out to our house.

ISABEL JANSEN VAN VUUREN ***)