INTERRUPTED ACCESS AND TERRIBLE CLIENT SERVICE

I am so appalled that matters of urgency are not taken seriously! My husband and I relocated into a new unit (in the same estate where we originally had our fiber line installed.) I was under the impression that I could "plug and go" only to find out that we were supposed to give a 30 day notice of relocation. I missed this somehow.

Your Terms and Conditions make provision for "reasonable notice" and upon explaining my situation to the consultant I was told to complete a relocation form (Friday early afternoon) - which I then did and sent back. The consultant then told me, that the relocation team had already knocked off for the week and I would need to wait until Monday for them to help me... OK fine, no issues there - I can survive a weekend without internet access.

I then called on Monday to " connect my line" as I had completed the required paperwork and there was an urgent status on it - only to be told that my relocation file had only been allocated to someone - and that they would be get back to me ( they finally did after 3 hours) I was then told my a consultant named Rolene, that the BEST they could do was set me up with an LTE option while I awaited my line being moved. She then said I would receive a quote to sign off on.

It is now Thursday morning - no quote, no internet, no feedback, no customer service and definitely NO urgency.

My husband and I are both still working from home in Level 3 as we are caring for a family member with Cancer. We need to have consistent and uninterrupted internet access - it has now been a week with no access to a facility that I AM CONTINUING to pay for. Once the quote is finally sent, I will probably have to wait an additional 5 working days for delivery - MAKING THIS WHOLE process frustrating and RIDICULOUS!

I convinced my Dad to cancel his service provider as I boasted about how amazing Vodacom's service and fiber is. I am not left wondering if I made the wrong decision here.