Horrific service from Vodacom

I would like to lay a complaint regarding the service or rather non service that i am getting from Vodacom.

I signed up for a fibre service. On Monday 30 September 2024, i made a call to request that the service be activated, i was asked by Unathi to submit pictures of the router and the cancellation confirmation of my previous service provider and was told that it takes 24 to 48 hours for the service to be activated.

I called again on 1 October 2024, Frederick asked me to provide the same documents that I submitted to Unathi, of which I did. He told me that he will call me back as he was escalating the matter to the activation team. He never called back.

On 2 October 2024, i sent Frederick an email following up, he told me that the service can only be activated end of October due to some note on their system that no one can tell me who put it there. On 02 October, I called the call centre on *** again, the call was answered by Remande, she told me that Metro Fibre who are the facility owners did not activate on their side. I called Metro Fibre to find out what the issues is, I was told that Vodacom had not requested the line to be activated in the past days as the request was done in July when the contract was requested which was closed. Metro Fibre indicated that a new request has to be done for the line to be activated.

I then called Vodacom again, told them what Metro Fibre told me. The call was answered by Mandlakazi as Remande did not answer the call on the number she gave me. Mandlakazi then told me to send her the same picture of the information I sent to Unathi on 30 September, to Frederick on 01 October. I sent the information as I desperately needed internet.

Even after sending the information for the third time, the service was not activated. I then called the call centre again, the call was then answered by Charl. He also indicated that he will escalate the matter, the matter was still not sorted.

I called again ( fourth time on 02 October) this time Frederick answered. I asked why he did not call me back, he did not have an answer for. I asked him to check the system for me, he then told me that the service is active. He then customised my password.

The service was okay on 03 October, however many of the times it was buffering. I was patient, i do not know why I tolerated that nonsense.

On 04 October, in the morning, I tried to connect to the internet but there was no service. I now have to call the call centre again, the call was answered by Zindle. She told me that the router configuration was done and the password was reset to the password on the router. This is utter *******. They insinuated that there was an electricity outage in the area and there wasn’t. In any event, i have solar so it would not have affected my system. The system was rebooted again and the customised password created.

Still on 04 October, when I complained about the terrible service that i am getting, Nomfundo (retention consultant) told me if i want to cancel the service (more like the non service of 2 days), i have to pay R2952.13 cancellation penalty, the current month’s (October) subscription and next month’s (November)subscription as i need to put a month notice for cancellation. Vodacom is currently holding me ransom for 12 months as Nomfundo told me that is how long I should tolerate this nonsense before i can cancel without a penalty. I am disgusted by this network provider so much right now.

On 06 October, around 07:30 am, I tried to connect the apps on the tv, walla there is no internet. Guess what, i have to call the Vodacom call centre again, it was answered by Amir. He tried for over 30 minutes to reconnect me but nothing, still no internet. I tried to connect around 12 midday, funny enough, it connects.

On 06 October around 13:15, the internet service went down again. I had to call the call centre again. I called, I spoke to a lady who told me to reboot, the customised password has to be set again.

This is utter nonsense that i have to deal with daily. I had to reset the router for the million time and that irritates me because I am suffering for wanting to have a constant reliable internet connection which is what Vodacom promised but they are failing dismally.

All i want is to cancel this nonsensical service and go find a service provider who can provide my home with a reliable consistent internet.