*********** level of service and unprofessionalism

I have been without fibre to my home since the afternoon of Thursday, 06 November 2025. I logged a service request on the afternoon of Friday, 07 November 2025 and was informed that I would be called within 48 hours.

I followed up yesterday (Sunday, 09 November 2025) and was informed that my service request has been marked as "severe" and that I should get a call yesterday i.e. within the 48 hours, but I was also asked to be patient since it is weekend.

I called this morning to hear progress and was informed that my service request has been deleted.

The call centre person could not tell me why or who deleted the request. I asked that she enquire from the technicians when they would be attending to my issue and I was informed that I needed to wait. I requested that the matter be escalated as I work from home and need the wifi, I cannot be placed int he back of the line again as it is of no fault of mine that the service request was deleted. I was then told that the technicians are waiting on Octotel to hear of the availability of their technicians. I offered to hold the line after which the call centre agent informed me that the technician staff suggested I call Octotel myself.

I then asked to speak with a manager. The call centre person said she does not know the names of the managers and after 45 minutes, my call was dropped.

This is my first experience of having issues with my router and I am shocked at the *********** level of service and unprofessionalism that Vodacom staff and their overall client service has displayed. Firstly to delete my service request, then expect me to wait until who knows when for some kind of intervention, only to be told I must call Octotel myself. And the fact that staff do not know their superiors and my call getting dropped is equally disturbing.