AL
Andy L
1 reviews | Active since Jul 2017
20 Oct 2025, 13:51
Long Wait for Nothing
I am writing this with deep frustration and disappointment.
On 7 October, I reluctantly agreed to renew my contract for another two years, solely because I was told that after four years of loyalty, the only way to receive a new router was to sign a fresh agreement. I comp****. And yet, 13 days later, I am still without a router. Still without internet. Still without any meaningful update.
The only thing your call center seems capable of offering is a hollow “sorry.” No timeline. No escalation. No accountability.
This is not how a professional service provider treats its customers—especially those who have remained loyal for years. I’ve upheld my end of the deal. You’ve failed to uphold yours.
I expect immediate action. Not another apology. Not another delay. I want confirmation of when my router will be delivered, and I want this matter escalated to someone who can actually resolve it.
Enough is enough.
Helpful (0)
Replies (4)0
Replies (4)
Vodacom's replyOfficial
20 Oct 2025, 14:10 Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Best regards,
Vodacom's reply20 Oct 2025, 14:10
Official
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Best regards,
AL
Andy L's updateReviewer Update
22 Oct 2025, 11:42Vodacom Fiber: Breach of Service, Empty Promises, and R18,000 Threat
On 6 October, I contacted Vodacom Fiber because my router had stopped working. A technician came out and confirmed that the device needed to be replaced. I was told by the call centre that I had two options: pay for repairs or sign a new 24-month contract to receive a replacement. I was on a month-to-month plan, but I agreed to the contract in good faith, expecting Vodacom to honour their side of the deal.
Fourteen days passed with no delivery. When I followed up, I was casually informed that the router had not even been dispatched. Only after my call did they “instruct” it to be sent. When it finally arrived, it was a completely different make from the one I had. I called again to ask how this would work, only to be told I now needed an additional wall-mounted ONT plug. A technician would be booked, but it would take 48 hours just to hear back.
It is now 22 October. Eighteen days have passed since I agreed to the new contract, and Vodacom has failed to deliver a working solution. No technician. No installation. No usable internet. I cancelled everything—only to be threatened with an outrageous R18,000 penalty for cancellation.
How dare Vodacom Fiber impose a cancellation fee when they have not honoured their side of the agreement? This is not just poor service—it’s a breach of contract and a blatant disregard for customer trust. I signed in good faith. Vodacom responded with delay, confusion, and threats.
I demand that this penalty be waived immediately and that Vodacom take accountability for the complete failure to deliver on their promises. South African consumers deserve better.
On 6 October, I contacted Vodacom Fiber because my router had stopped working. A technician came out and confirmed that the device needed to be replaced. I was told by the call centre that I had two options: pay for repairs or sign a new 24-month contract to receive a replacement. I was on a month-to-month plan, but I agreed to the contract in good faith, expecting Vodacom to honour their side of the deal.
Fourteen days passed with no delivery. When I followed up, I was casually informed that the router had not even been dispatched. Only after my call did they “instruct” it to be sent. When it finally arrived, it was a completely different make from the one I had. I called again to ask how this would work, only to be told I now needed an additional wall-mounted ONT plug. A technician would be booked, but it would take 48 hours just to hear back.
It is now 22 October. Eighteen days have passed since I agreed to the new contract, and Vodacom has failed to deliver a working solution. No technician. No installation. No usable internet. I cancelled everything—only to be threatened with an outrageous R18,000 penalty for cancellation.
How dare Vodacom Fiber impose a cancellation fee when they have not honoured their side of the agreement? This is not just poor service—it’s a breach of contract and a blatant disregard for customer trust. I signed in good faith. Vodacom responded with delay, confusion, and threats.
I demand that this penalty be waived immediately and that Vodacom take accountability for the complete failure to deliver on their promises. South African consumers deserve better.
AL
Andy L's update22 Oct 2025, 11:42
Reviewer Update
Vodacom Fiber: Breach of Service, Empty Promises, and R18,000 Threat
On 6 October, I contacted Vodacom Fiber because my router had stopped working. A technician came out and confirmed that the device needed to be replaced. I was told by the call centre that I had two options: pay for repairs or sign a new 24-month contract to receive a replacement. I was on a month-to-month plan, but I agreed to the contract in good faith, expecting Vodacom to honour their side of the deal.
Fourteen days passed with no delivery. When I followed up, I was casually informed that the router had not even been dispatched. Only after my call did they “instruct” it to be sent. When it finally arrived, it was a completely different make from the one I had. I called again to ask how this would work, only to be told I now needed an additional wall-mounted ONT plug. A technician would be booked, but it would take 48 hours just to hear back.
It is now 22 October. Eighteen days have passed since I agreed to the new contract, and Vodacom has failed to deliver a working solution. No technician. No installation. No usable internet. I cancelled everything—only to be threatened with an outrageous R18,000 penalty for cancellation.
How dare Vodacom Fiber impose a cancellation fee when they have not honoured their side of the agreement? This is not just poor service—it’s a breach of contract and a blatant disregard for customer trust. I signed in good faith. Vodacom responded with delay, confusion, and threats.
I demand that this penalty be waived immediately and that Vodacom take accountability for the complete failure to deliver on their promises. South African consumers deserve better.
On 6 October, I contacted Vodacom Fiber because my router had stopped working. A technician came out and confirmed that the device needed to be replaced. I was told by the call centre that I had two options: pay for repairs or sign a new 24-month contract to receive a replacement. I was on a month-to-month plan, but I agreed to the contract in good faith, expecting Vodacom to honour their side of the deal.
Fourteen days passed with no delivery. When I followed up, I was casually informed that the router had not even been dispatched. Only after my call did they “instruct” it to be sent. When it finally arrived, it was a completely different make from the one I had. I called again to ask how this would work, only to be told I now needed an additional wall-mounted ONT plug. A technician would be booked, but it would take 48 hours just to hear back.
It is now 22 October. Eighteen days have passed since I agreed to the new contract, and Vodacom has failed to deliver a working solution. No technician. No installation. No usable internet. I cancelled everything—only to be threatened with an outrageous R18,000 penalty for cancellation.
How dare Vodacom Fiber impose a cancellation fee when they have not honoured their side of the agreement? This is not just poor service—it’s a breach of contract and a blatant disregard for customer trust. I signed in good faith. Vodacom responded with delay, confusion, and threats.
I demand that this penalty be waived immediately and that Vodacom take accountability for the complete failure to deliver on their promises. South African consumers deserve better.
Vodacom's replyOfficial
23 Oct 2025, 09:55Dear Andy
We are sorry to hear of the circumstances under which your posting has reached us, and we do apologize for the inconvenience caused. Our records indicate that your query is currently in hand with our Hellopeter Team. Kindly allow our team to investigate and resolve your query. We apologize for the inconvenience and appreciate your patience.
RegardsVodacom Consumer Website Team
We are sorry to hear of the circumstances under which your posting has reached us, and we do apologize for the inconvenience caused. Our records indicate that your query is currently in hand with our Hellopeter Team. Kindly allow our team to investigate and resolve your query. We apologize for the inconvenience and appreciate your patience.
RegardsVodacom Consumer Website Team
Best regards,
Vodacom's reply23 Oct 2025, 09:55
Official
Dear Andy
We are sorry to hear of the circumstances under which your posting has reached us, and we do apologize for the inconvenience caused. Our records indicate that your query is currently in hand with our Hellopeter Team. Kindly allow our team to investigate and resolve your query. We apologize for the inconvenience and appreciate your patience.
RegardsVodacom Consumer Website Team
We are sorry to hear of the circumstances under which your posting has reached us, and we do apologize for the inconvenience caused. Our records indicate that your query is currently in hand with our Hellopeter Team. Kindly allow our team to investigate and resolve your query. We apologize for the inconvenience and appreciate your patience.
RegardsVodacom Consumer Website Team
Best regards,
Vodacom's replyOfficial
30 Oct 2025, 07:53Dear Andy
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. As per discussion on 2025-10-22 at 13:47:42 regarding the fibre and the cancellation thereof.
Our records indicate and we can confirm that you have been contacted by the Fibre Cancellations Department and the feedback provided is as follows:
The Balance of Contract (BOC) has been waivered.
The cancellation has been submitted for the end of November 2025 due to the 1 calendar month notice. The Fibre Cancellations Team has contacted you and advised that the 1st of November 2025 invoice will be the last one. Regards Vodacom Consumer Website Team
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. As per discussion on 2025-10-22 at 13:47:42 regarding the fibre and the cancellation thereof.
Our records indicate and we can confirm that you have been contacted by the Fibre Cancellations Department and the feedback provided is as follows:
The Balance of Contract (BOC) has been waivered.
The cancellation has been submitted for the end of November 2025 due to the 1 calendar month notice. The Fibre Cancellations Team has contacted you and advised that the 1st of November 2025 invoice will be the last one. Regards Vodacom Consumer Website Team
Best regards,
Vodacom's reply30 Oct 2025, 07:53
Official
Dear Andy
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. As per discussion on 2025-10-22 at 13:47:42 regarding the fibre and the cancellation thereof.
Our records indicate and we can confirm that you have been contacted by the Fibre Cancellations Department and the feedback provided is as follows:
The Balance of Contract (BOC) has been waivered.
The cancellation has been submitted for the end of November 2025 due to the 1 calendar month notice. The Fibre Cancellations Team has contacted you and advised that the 1st of November 2025 invoice will be the last one. Regards Vodacom Consumer Website Team
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. As per discussion on 2025-10-22 at 13:47:42 regarding the fibre and the cancellation thereof.
Our records indicate and we can confirm that you have been contacted by the Fibre Cancellations Department and the feedback provided is as follows:
The Balance of Contract (BOC) has been waivered.
The cancellation has been submitted for the end of November 2025 due to the 1 calendar month notice. The Fibre Cancellations Team has contacted you and advised that the 1st of November 2025 invoice will be the last one. Regards Vodacom Consumer Website Team
Best regards,