Horrible experience - Incomplete fibre relocation request

I have requested Vodacom fibre department to do relocation according to their required time frame, to date it has not been done.

1. On the 29th Sept 23, I called in on *** fibre support to place a notice for relocation. I was provided with this reference number SO*** with confirmation that request have been logged. 2. 25th Oct 23, I make a follow up seeing that I will be moving houses on the 28th Oct 23 to find out how far are they with my request. (please bear in mind that throughout the month of October I did not receive any form of communication from Vodacom) On the same day, the agent who was assisting me informed that if I don’t receive any form of communication from Vodacom, I should call back on the 27th Oct 23 to make a follow up and he assures me that all is order. 3. 27th Oct 23, I call in again to follow up and the agent I spoke to informed me that the reason that my request has been pending is because Metrofibre has since requested for my proof of residence on the 2nd Oct 23. To my surprise I had not received any form of communication from Vodacom requesting for the proof of address. I immediately forwarded my proof of address to <***> to speed up my request, he also requested that I make a follow up with him as he might forget to call/email me due to high call volumes in the contact center. 4. Later on the 27th Oct 23, I make a follow up seeing that its almost end of business day and I still have no feedback from him. He tells me that he told me that he will get back to me once he gets feedback, and that I mustn't worry fibre call center and Metro fibre is fully operational during the weekend and once they get my document they can attend to my installation over the weekend. 5. 28th Oct 23, I get no feedback from Vodacom and I called in again and I’m informed that unfortunately they cannot tell when will Metrofibre will assign the technician. 6. 29th Oct 23, no feedback again. I called them they still cannot confirm when Metrofibre will contact me and that they Metrofibre don’t work on weekends they’ll probably attend to my query on Monday. 7. 30th Oct 23, no feedback again. I called and I was told Metrofibre needs my proof of residential address. I informed the agent who was assisting me that I have already forwarded that to <***>. I was informed that unfortunately it is not on the system. She then requested that I forward my proof of address and the picture of ONT to *** and I did that. 30th Oct 23 at 08:21 I get an email with service request summary “FTTH Installation, Installation Follow Up – Alter” with a note that said “should I wish to speak to a support engineer regarding this service request I should contact *** or reply on the same email. I called the support engineer call center for follow up then I’m referred back again to fibre support. The agent who answered the phone told me the same information that I’ve been told “he cannot confirm when will metrofibre come back to me” gave me his email address to make a follow up *** and he promised to get back to me as he escalated this to his manager. 8. 31st Oct, I make a follow up again and get told that the address they have on the system is Emalahleni yet I'm based in Centurion - Pretoria, worse I've shared my new proof of address countless times.

In all these please note that I as a customer: 1. Am very much inconvenienced! 2. Have done my part in requesting for relocation over 30 days as per Vodacom rules. 3. Have paid for fibre services which are not in use at the moment due to incompetence of some of the employees. 4. I work from home and this is bringing such a HUGE inconvenience on my self and work. 5. My child is homeschooling and you can imagine how this have affected his school work. 6. I am loosing money as I have to buy prepaid data to stay connected. 7. We all know that the life of today needs data, my household is inconvenienced as everything runs on data.

With all that being said, I need Vodacom to PLEASE make this matter a priority and assist me as I do not know what to do anymore. Cancelling at the moment is not an option as that involves money. The time I’ve waisted calling the call centers is worse.

I need Vodacom to re-imbues me the money that I have used to buy prepaid data and see to it that I get a router that I can use while the agents are in limbo. To date no one accountability at all, everyone I have spoken to refuse to give me TAT for technicians, non of them don’t know and do not want to commit of time.