Frustrating and Unhelpful Service for New Tenants

I recently moved into a flat and signed up for an uncapped fibre plan through Vodacom Online. From the start, the process was confusing and poorly communicated. They told me to provide my home address for router delivery and installation, and that a technician would notify me a few days before. When I asked how long installation takes (so I could arrange time off work), they simply said they didn’t know.

A few days later, a courier unexpectedly phoned to deliver the router. I wasn’t informed that the router would arrive separately from the technician, and he refused to wait. Luckily, my cleaning lady was there to accept it.

Then Vodacom asked for proof of address. Since I had just moved in, the only document I had was my signed tenant contract. They refused to accept it and insisted on an electricity bill, which I obviously don’t have yet. I explained that waiting a month for a bill before getting WiFi is unreasonable, but they told me I could cancel if I wasn’t happy. When I asked if they could collect the router from my work address (since I’m not home during the day), they refused and insisted on my home address. The agent ended the call with “it’s fine, have a nice day,” which felt dismissive and unhelpful.

How can Vodacom not accept a legal tenant contract as proof of address? This makes it nearly impossible for new tenants to get WiFi quickly. The lack of flexibility, poor communication, and dismissive attitude left me very disappointed.