Leading service provider provides no service!

We submitted the following complaint/query to Vodacom: We are situated in Lydenburg Mpumalanga. Our business relies on email and telephone communication. We have experienced severely interrupted, poor and no reception on our internet, broadband, wifi and cellular signal on a frequent basis over the last few years. This problem is getting worse and worse. When first enquiring as to what the problem may be, we were told that our package is too small to accommodate our needs. We then upgraded to a better package with absolutely no improvement. As soon as loadshedding occurs there is absolutely no reception of any form of a signal.

Calling your call centre results in even more frustration. There appears to be a call cut-off system in place that the call centre agents use when they are overwhelmed and “short circuit” and cannot provide any answers. As soon as we enquire, we first get told the story of our package being too small. When explaining that an upgrade was made without any betterment, the consultants then state that the Vodacom towers are also subject to loadshedding. When stating that there are back up batteries, generators and other backup systems at the towers we are told that the systems are ******. When then enquiring regarding the security measures in place to prevent theft etc we are cut off. Various call centre agents cut off at different times of the above enquiry process.

Not one agent can provide any contact details for any senior management or staff for us to escalate this problem. It is sad that Vodacom advertises themselves as the leading service provider yet cannot provide any service (support, communication or otherwise). Failing satisfactory response from senior management we will escalate this to hellopeter.

The response we received was: Thank you for your email.

Remember - This is an auto response so please don't reply. Kindly re-submit your e-mail to *** and supply us with the cell phone number related to this query in order for a consultant to assist you. Want to help yourself and skip the call-centre queue? Visit the "Help me" section of the Vodacom website and get help and support online now to find: • Support information for your device • Easy to understand FAQ's relevant to your query or service • Instructional video content Visit www.vodacom.co.za/help from your PC or cellphone. Thank you, Vodacom Customer Care

We then responded with: This is not in regard to a specific cellphone number but in regards to our business internet, wifi and general signal service as clearly stated in the email below.

And once again received exactly the same response: Thank you for your email. Remember - This is an auto response so please don't reply. Kindly re-submit your e-mail to *** and supply us with the cell phone number related to this query in order for a consultant to assist you. Want to help yourself and skip the call-centre queue? Visit the "Help me" section of the Vodacom website and get help and support online now to find: • Support information for your device • Easy to understand FAQ's relevant to your query or service • Instructional video content Visit www.vodacom.co.za/help from your PC or cellphone. Thank you, Vodacom Customer Care