1 reviews | Active since Apr 2024
I am extremely disappointed with Vodacom’s handling of my fibre outage. My Vodacom fibre service (Account Number: I***) has been down since Tuesday. I was initially advised that the issue would be resolved within 24–48 hours, however it is now Monday
I am extremely disappointed with Vodacom’s handling of my fibre outage.
My Vodacom fibre service (Account Number: I***) has been down since Tuesday. I was initially advised that the issue would be resolved within 24–48 hours, however it is now Monday and the service is still not restored.
I work from home and also run an online business. This prolonged outage has had a significant impact on my ability to work and operate my business, yet there has been no sense of urgency from Vodacom.
Over the past several days:
I have made numerous calls to Vodacom I was promised multiple callbacks that never happened I received no clear updates or timelines
Today I was informed the matter is now “with the dispatch team”, again with no ETA
I have attached my call logs as evidence of the repeated attempts I have made to resolve this.
Vodacom has indicated that the proposed compensation is simply not charging me for the days the service was down. This is not compensation — it is merely not billing for a service that was not delivered. It does not account for the extended SLA breach, lack of communication, or the business disruption caused.
I am requesting:
Immediate escalation and resolution A clear restoration timeline Appropriate goodwill compensation beyond basic service credit
This level of service is unacceptable for a paid fibre product, particularly when customers rely on it to earn a living.
Thank you for the response.
This issue has already been ongoing since Tuesday and has exceeded the communicated 24–48 hour SLA by several days. I have made multiple calls, experienced repeated failed callbacks, and have yet to receive a clear update or restoration timeline.
Given the duration of the outage and the impact on my ability to work from home and operate my online business, I would appreciate clarity on the following:
- Confirmation that this matter has been formally escalated
- A reference number for the escalation
- A clear ETA for restoration
- Confirmation that my request for additional goodwill compensation, beyond basic service credit, is being reviewed
Please note that a generic callback at an unspecified time does not address the urgency of this matter. I would appreciate written confirmation of the next steps and timelines.
I look forward to your response.
Thank you for the response.
This issue has already been ongoing since Tuesday and has exceeded the communicated 24–48 hour SLA by several days. I have made multiple calls, experienced repeated failed callbacks, and have yet to receive a clear update or restoration timeline.
Given the duration of the outage and the impact on my ability to work from home and operate my online business, I would appreciate clarity on the following:
- Confirmation that this matter has been formally escalated
- A reference number for the escalation
- A clear ETA for restoration
- Confirmation that my request for additional goodwill compensation, beyond basic service credit, is being reviewed
Please note that a generic callback at an unspecified time does not address the urgency of this matter. I would appreciate written confirmation of the next steps and timelines.
I look forward to your response.
Please confirm that this aspect of the complaint remains open and will be addressed as part of the resolution of this case.
I look forward to your confirmation and final resolution.
Please confirm that this aspect of the complaint remains open and will be addressed as part of the resolution of this case.
I look forward to your confirmation and final resolution.