RK
Russell K
1 reviews | Active since Mar 2010
12 May 2026, 17:08
My Fibre line has been down for over a week now
My Fibre line has been down for over a week now. I have called Vodacom Fibre helpdesk multiple times with no progress. A Technician came out on 09 May and found my ONT to be faulty, replacing it, advising that I should give it a few hours for the ONT to be registered, but connection is still down. Reference number: SR-*** I work from home and stable Internet is a requirement for me to retain my job - this is now super urgent and needs to be resolved please.
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Replies (7)RK
Russell K's updateReviewer Update
15 May 2026, 09:11A consultant contacted me, verified that my line was still down and said they would follow up.
I got a call on Thursday 14 May from the Technician that installed my ONT, advising that the ONT needed to be registered - I let them know that since the ONT replacement, I had phoned the Fibre helpline twice and in both instances they were unable to restore connectivity - each call was about 20-30 minutes of verifying exactly which lights were on - both router and ONT, with reboots to confirm (helpdesk members were quite thorough and supportive to their credit). With a neighborhood outage and then subsequent outage for my line specifically, my Fibre line has been down since 04 May, with a brief period of an hour or two of uptime between the incidents. I have still had no feedback that yields connectivity or direct action to restore the connection. I would have expected a technician to have come on site to troubleshoot, but have not seen this. I am displeased with the service - I keep hearing that my call has been "escalated", but the word does not seem to have any consequence for my connectivity. I work from home with a weak mobile cellular signal, so this extended outage has significant impact for me.
I got a call on Thursday 14 May from the Technician that installed my ONT, advising that the ONT needed to be registered - I let them know that since the ONT replacement, I had phoned the Fibre helpline twice and in both instances they were unable to restore connectivity - each call was about 20-30 minutes of verifying exactly which lights were on - both router and ONT, with reboots to confirm (helpdesk members were quite thorough and supportive to their credit). With a neighborhood outage and then subsequent outage for my line specifically, my Fibre line has been down since 04 May, with a brief period of an hour or two of uptime between the incidents. I have still had no feedback that yields connectivity or direct action to restore the connection. I would have expected a technician to have come on site to troubleshoot, but have not seen this. I am displeased with the service - I keep hearing that my call has been "escalated", but the word does not seem to have any consequence for my connectivity. I work from home with a weak mobile cellular signal, so this extended outage has significant impact for me.
RK
Russell K's update15 May 2026, 09:11
Reviewer Update
A consultant contacted me, verified that my line was still down and said they would follow up.
I got a call on Thursday 14 May from the Technician that installed my ONT, advising that the ONT needed to be registered - I let them know that since the ONT replacement, I had phoned the Fibre helpline twice and in both instances they were unable to restore connectivity - each call was about 20-30 minutes of verifying exactly which lights were on - both router and ONT, with reboots to confirm (helpdesk members were quite thorough and supportive to their credit). With a neighborhood outage and then subsequent outage for my line specifically, my Fibre line has been down since 04 May, with a brief period of an hour or two of uptime between the incidents. I have still had no feedback that yields connectivity or direct action to restore the connection. I would have expected a technician to have come on site to troubleshoot, but have not seen this. I am displeased with the service - I keep hearing that my call has been "escalated", but the word does not seem to have any consequence for my connectivity. I work from home with a weak mobile cellular signal, so this extended outage has significant impact for me.
I got a call on Thursday 14 May from the Technician that installed my ONT, advising that the ONT needed to be registered - I let them know that since the ONT replacement, I had phoned the Fibre helpline twice and in both instances they were unable to restore connectivity - each call was about 20-30 minutes of verifying exactly which lights were on - both router and ONT, with reboots to confirm (helpdesk members were quite thorough and supportive to their credit). With a neighborhood outage and then subsequent outage for my line specifically, my Fibre line has been down since 04 May, with a brief period of an hour or two of uptime between the incidents. I have still had no feedback that yields connectivity or direct action to restore the connection. I would have expected a technician to have come on site to troubleshoot, but have not seen this. I am displeased with the service - I keep hearing that my call has been "escalated", but the word does not seem to have any consequence for my connectivity. I work from home with a weak mobile cellular signal, so this extended outage has significant impact for me.
RK
Russell K's updateReviewer Update
16 May 2026, 12:38Internet is still down today 16 May. Phoned Vodacom Fibre again. It sounds like this issue is as a result of the migration of the infrastructure in our area to Vumatel. It sounds as though a Vumatel ONT was installed without an order and this results in the ONT not registering on the network. This transition was very poorly handled. The repeated "escalations" have had virtually no impact - each time I call, it is as though we start the troubleshooting from scratch. There is no sense of urgency in restoring my connectivity whatsoever.
RK
Russell K's update16 May 2026, 12:38
Reviewer Update
Internet is still down today 16 May. Phoned Vodacom Fibre again. It sounds like this issue is as a result of the migration of the infrastructure in our area to Vumatel. It sounds as though a Vumatel ONT was installed without an order and this results in the ONT not registering on the network. This transition was very poorly handled. The repeated "escalations" have had virtually no impact - each time I call, it is as though we start the troubleshooting from scratch. There is no sense of urgency in restoring my connectivity whatsoever.
RK
Russell K's updateReviewer Update
18 May 2026, 10:07My Fibre line is still down as of today - this is now a full 2 weeks of no Internet service, with perhaps an hour of up-time between the two incidents. I will be moving to another Internet Service provider after this incident.
RK
Russell K's update18 May 2026, 10:07
Reviewer Update
My Fibre line is still down as of today - this is now a full 2 weeks of no Internet service, with perhaps an hour of up-time between the two incidents. I will be moving to another Internet Service provider after this incident.
RK
Russell K's updateReviewer Update
18 May 2026, 12:55I phoned the Vodacom Fibre Helpline again. They are still talking about needing an order to be created by Vumatel and something to do with the migration of lines in the area. My four telephone calls to Vodacom as well as this HelloPeter call have basically yielded no forward movement and it looks like we are just waiting out the random administrative procedures related to the migration of infrastructure to play out at glacial pace.
RK
Russell K's update18 May 2026, 12:55
Reviewer Update
I phoned the Vodacom Fibre Helpline again. They are still talking about needing an order to be created by Vumatel and something to do with the migration of lines in the area. My four telephone calls to Vodacom as well as this HelloPeter call have basically yielded no forward movement and it looks like we are just waiting out the random administrative procedures related to the migration of infrastructure to play out at glacial pace.
RK
Russell K's updateReviewer Update
19 May 2026, 16:52I received an SMS today, telling me that my Service ticket EC-2944-21S72X has been closed out - not sure what this represents, as it is not a service ticket number that I have seen linked to this call. Nevertheless, I still do not have any Fibre Internet connectivity and worry that someone thinks their job is done, when the objective has not been achieved.
RK
Russell K's update19 May 2026, 16:52
Reviewer Update
I received an SMS today, telling me that my Service ticket EC-2944-21S72X has been closed out - not sure what this represents, as it is not a service ticket number that I have seen linked to this call. Nevertheless, I still do not have any Fibre Internet connectivity and worry that someone thinks their job is done, when the objective has not been achieved.
RK
Russell K's updateReviewer Update
20 May 2026, 09:04Still no Internet connectivity - how can this be considered acceptable?
RK
Russell K's update20 May 2026, 09:04
Reviewer Update
Still no Internet connectivity - how can this be considered acceptable?
RK
Russell K's updateReviewer Update
25 May 2026, 14:53 The Fibre line is still down today, 25 May 2026. I am lodging my cancellation of the ISP service today.
RK
Russell K's update25 May 2026, 14:53
Reviewer Update
The Fibre line is still down today, 25 May 2026. I am lodging my cancellation of the ISP service today.