HORRIBLE HORRIBLE SERVICE

We have been offline since Monday, and despite multiple attempts to resolve the issue, we are still without a working landline, something our business relies on daily.

We logged a fault ticket on Monday, and someone contacted us again on Tuesday to reopen the same issue. From the start, we made it clear that all we needed was the SIP server information to restore our connection. Instead, we received a rude and unhelpful response from one of your technicians, who became frustrated when we could not follow the highly technical details he was mentioning. He did not allow us to speak or explain our situation properly and stated that he would log a new ticket for someone to come out to “inspect the router.”

By Wednesday, we had our own IT department investigate the matter. They confirmed what we already knew there was no need for a router inspection, only the SIP server details were required. Our IT technician then contacted Vodacom directly on our behalf. Over the course of several hours, he spoke with more than five different people, none of whom were able to assist. At one point, a support agent provided incorrect information multiple times, and when asked to escalate the matter to a senior or manager, she refused to listen. It was only around 11:00 AM that our IT technician was told that the SIP server details would be sent within 24 to 48 hours meaning we could be waiting up to a week for a simple server address and he started contacting them at 9:00 This is entirely unacceptable A FULL 2 HOURS SPEND AND WE PAY THE CALL OUT FEE PER HOUR !!

To make matters worse, when the details were finally sent to us via SMS, the SIP server name was spelled incorrectly even the word “Vodacom” was misspelled. Unsurprisingly, the server details did not work even the misspelled word and the correct spelling we tried both not working.

We have been loyal Vodacom customers for over 35 years, and this experience has been deeply disappointing. The lack of professionalism, technical competence, and urgency displayed throughout this process has caused significant disruption to our operations.

At this point, we see no other option but to consider cancelling our account and moving to another service provider to restore our landlines as soon as possible.

We sincerely hope Vodacom will take this complaint seriously, review the handling of our case, and implement proper measures to prevent such poor service in the future.