HORRIBLE VODACOM FIBRE SERVICE

I took out a fibre contract with Vodacom fibre and it was installed on 29 April 2021. I had to call several times in order to get it connected. it was eventually connected some three days later. This is a month to month contract.

The internet connection only worked for literally 1 day and I was on the phone with Vodacom every day thereafter. each call centre agent gave a different explanation and told me that they would escalate the complaint.

Each time I called I was asked how many lights do I see on both routers and to restart the router. at some point they checked whether there was an outage in the area. save to say that the issue was never resolved. to date, I'm still without internet connection.

My call log register shows that I called Vodacom on

1 May (5 times) 2 May 3 May (2 times) 6 May (3 times) 10 May 19 May (2 times)

Seeing that my issue was not being resolved, I elected to cancel the contract. I was then furnished with an invoice of R 3605.67 in order to cancel the contract. I then called the call centre and explained what had transpired and I was told that I need to pay this amount for the connection of the internet, I explained that I would not pay this amount because I am only cancelling because the router effectively never worked.

I even explained that I work from home and need the fibre for work purposes and asked what was I expected to do for the whole month without internet. I was then told that the matter would be escalated. to date, no one has called me to resolve this. i.e there was no escalation.

I also asked whether there was anyway that I could escalate the matter myself and I was told that they don't know of any way I could do this. I asked for a forum like an ombudsman that I could escalate this to and I was told that they don't know.

the agent asked whether I would consider keeping the contract if the internet connection were to be restored. I explained that I am amenable to this, only if the connection is restored. to date no one has called to try and fix the connection.

The service has been horrible and highly inconvenient and outrageous for Vodacom expect me to pay for a service that I did not receive. I cannot pay Vodacom for a service that was never provided. I cannot be expected to pay for incompetence. This is specifically disheartening considering the amount of money I pay to Vodacom for my other contracts.