Long review. Poor service delivery by Vodacom

I’d like to start off by saying that this rating is purely based on my experience when trying to relocate my Vodacom fibre service.

On 26 September 2019, I called in to the Vodacom helpline as I wanted to find out the processes around the relocation of my Vodacom service from one household to my new household. Admittedly I had not read the relocation terms and conditions so I was taken aback to hear that it would take Vodacom up to 30 days to relocate my service. When asked why in the world it would take so long to do something as seemingly simple as a relocation, the consultant told me it was “policy” (laughable). I asked the consultant to please try fast track my relocation as I would be moving that weekend and I couldn’t be without internet connectivity for too long - he said he would try and I sent through all the relevant forms.

On 1 October 2019, I was informed by my relocation consultant that my new area was covered by Metrofibre and I would need to move to a Vodacom Metrofibre plan. I called the consultant with a few queries then confirmed via email that I’d take the 25/25mpbs plan and sent through the relevant information.

On 2 October 2019, I received an automated email with a quote for my acceptance. Upon review of the quote, I noticed that the quote was for 20/25mpbs plan. I queried this discrepancy with my consultant via email and called her. She said she’d check with Metrofibre and get back to me.

On 3 October 2019, I followed up with my consultant as I had not received any feedback. I was then told that this is a system error and that Metrofibre is “busy fixing the problem”.

On 8 October 2019, I had still received no feedback and followed up with my consultant. I requested a corrected quote for my acceptance.

On 9 October I was told that there was still a system error at Metrofibre and there was no ETA as to when it would be fixed.

Since then I have done multiple follow up calls amd emails, and have basically been told each time that Metrofibre is to blame. No apparent action has been taken by Vodacom to progress my relocation request, send me a new quote, set up installation appointments - nothing. I have been without service since 29 October 2019 and I am currently faced with the real possibility that I will not get any connectivity in the coming week or maybe ever, since Vodacom has decided to throw up its hands and are happy to blame Metrofibre for this lack of service delivery. On top of everything, if my past experience is anything to go by - even after I have been sent and accepted the correct quote it will still take some time for technicians to be dispatched for my new installation and for me to get connected again. Which should take me well past the mandated 30 day “policy” time period (why would you EVER have a policy that says you take a full month to deliver a service to customers??? Madness)

I am incredibly frustrated and feel as if Vodacom’s service has not been up to scratch. This has also been a very expensive exercise as I have had to use mobile data while waiting for this mess to get sorted out. I think I’ll honestly faint if Vodacom debits my account on 1 November. FAINT!