No service

27 October 2023

VODACOM Fibre Division

Subject: Urgent Complaint Regarding Service Downtime – Ticket SR***

Dear Customer Service Team,

I am writing this letter to express my extreme dissatisfaction with the service I have received from VODACOM's Fibre Division.

I have been experiencing a complete service outage for five days now, affecting both my professional and personal life.

Despite multiple calls, emails, and promises of resolutions, my ticket number SR*** remains unresolved.

This level of service is unacceptable and demands immediate attention.

My wife and I both rely heavily on a stable internet connection to carry out our professional work online. Your service outage has not only disrupted our work but has also resulted in significant setbacks, jeopardizing our livelihoods.

We moved to VODACOM precisely for the reliability it promised, a promise that has been starkly unfulfilled.

This situation started on Monday afternoon when the service first went down. I reported the issue immediately, expecting a prompt resolution.

However, despite my repeated efforts to reach out through multiple daily phone calls, emails, and even WhatsApp messages, I have yet to see any meaningful technical response.

Your team has been generous with promises but scant on action, exacerbating our distress and helplessness.

Each time I have contacted your customer service, I have been given assurances that my concerns are being escalated and that a technical team would be dispatched to resolve the issue. However, days have gone by, and no technician has appeared, nor have I received any updates on the status of my complaint.

This continuous loop of empty promises and inaction is a clear indication of your company's failing customer service standards.

I am disheartened to see that VODACOM's Fibre Division is willing to compromise its integrity and the trust of its customers by not delivering on its promises. Such unprofessional conduct is not only unacceptable but also casts a shadow on your reputation as a reliable service provider.

Given the severity of the issue and the absence of a timely and effective response, I demand an immediate apology and a thorough explanation for the reasons behind this extended service downtime. I also expect a detailed account of the steps being taken to ensure that such an incident does not happen again in the future.

This letter serves as a final opportunity for VODACOM Fibre Division to rectify the situation. Failure to address this complaint immediately will leave me with no option but to consider other service providers and to share my experience publicly, thereby advising others to think twice before choosing VODACOM.