New Vodacom Fibre Client Disgusted and Disappointed.

I had Vodacom Fibre installed the 9th of April 2021 for the first few days everything was perfect and running smoothly.

Until the 14th of April 2021 last week. When I had noticed, after locking up for the evening and heading to bed, that the ONT that was installed on the wall had fallen and the Fibre Optic cable fell out of the ONT Box. I opened a Service Request that evening and was told it would be latest 48 Hours for a Technician to be assigned and will be in contact with me to set up an appointment for them to come on site to sort it out.

It has now been a week since I opened the ticket. No one has contacted me with feedback leaving me to be the one to carry the cost of calling them (As I am a Cell C customer on my phone) only to be told by the agents that they are waiting on feedback from those assigned to the ticket.

Amongst the 20+ calls I have logged with their Support line in the last few days I find out that the agent who first logged the ticket said it was the router that fell when I explicitly stated it was the ONT that fell as it was not secured properly to the wall hence why it had fallen in the first place.

I have received no feedback on when a technician will be sent to my residence to sort this out. My last call this evening I was told that my request has been sent off to Nokia as they are the router's manufacturer and they are awaiting feedback from them. I was stunned I asked how and what does this have to do with Nokia? When it is the ONT on the wall that was not secured correctly and I was asked on top of that if I had tried to reconnect it myself? Where do I have the knowledge or the tools to do that myself? Especially when this falls onto vodacom's shoulders to have a technician out to sort it out?

I am utter disappointed and disgusted on the lack of feedback, the lack of care and the lack of knowledge that the agents have of their own products. I have requested a Team Lead or the assigned Technicians contact me directly so that I can explain to them properly what the issue is and I have yet to get any call backs or inquiries on the issue that would bring this one step closer to being resolved.

From the promised 48 hour turn around time it has been from tomorrow literally a full week that I have now not been connected due to a fault on the installation teams side that I have to now still pay apart of my pro rata for this month with is utterly unacceptable having to pay for a service that I can not use and that I have to pay for a service that is getting no support what so ever.