Not Registered on Network

<p>The phone we are using was reported as ****** to Vodacom, however after a day we did find it. We reported it again to Vodacom that we found it and requested that it be unblocked. However the shop where we were to have it unblocked said it will take up to a week to have it unblocked. A week went by and the phone was still blocked. Again we went to the same shop in Kollonade to ask them why is it still blocked. They advised us that the phone was no longer blocked and we should phone customer care, which should have been done by the manager of that shop, however we advised them that he can call them as well as it is his responsibility to do so as he is the manager and we have already waited 3 hours for service. (Just to add about three diffirent employees were playing on their phones while we were waiting those 3 hours)</p> <p> </p> <p><br />After he rudely advised us that it is not his fault nor problem, he eventually called the customer services (which took 5 minutes in total) they advised him that we need to do a sim swap. We did the sim swap and after 24 hours the phone was working again.</p> <p> </p> <p><br />Unfortunately about two months afterwards the phone is "broken" again and states everytime that it is "not registered on network". Again we went to the same shop and they advised that they will have to send the phone in for repairs and it will take an estimate of 2 weeks before it is returned. We decided that it is too long and took the phone to another Vodacom shop in the same mall. There they stated that it will take them 2 months before the phone is returned. We then took it to a Samsung shop in the same mall and they looked at it immidiately and advised that they can try and do a factory reset (which did not resolve the issue), the did also attemped various other methods to see if the phone might work. That too did not resolve anything. They then advised that the problem is with Vodacom itself.</p> <p> </p> <p><br />We then phoned Vodacom on the customer care line and spoke to Alana/Elana and she did a sync, which did not resolve the problem. Furthermore she stated that the device was blacklisted and then unblacklisted and all other consultants that we have spoken to stated that the device is not blacklisted. She also sent it a query and gave us the following reference number ( ********** 06) and advised that the back office will contact us by Monday the latest and she too will follow up with us, both of which never took place. We then phoned in on Monday the 14th of November and spoke to numerous consultants and each of them advised that there was a query logged on the 8th and not the 11th (when we first spoke to her), we were also advised that the matter will take up till 2 to 3 workings days to be resolved - which should have been on the 11th (when we did speak to Alana/Elana).</p> <p> </p> <p><br />However that has obviously not happened. Again today we phoned them and they stated again that the only query that was logged was on the 8th and all that they can do is escalate the matter (exact same script that we received on Monday). The matter was escalated presumably by Shamel the manager in the cusomer care departed and she advised that the Techical office will call us in 2 - 4 hours. That time too came and went and no call was received. Again we called the customer care line and advised that no escalation has been made. Only this time we were advised that no escalation was made and the reference number we received from Alana/Elana was not on the system whatsoever. We requested the email address or contact number of the Techical departpent as we need this problem solved ASAP. The person we spoke to logged a new query with ref no: 1- ********** 5518.</p> <p> </p> <p><br />Also adding to this complaint we received an sms from vodacom stating that the "query" was "resolved" which it obviously has not been resolved. Further we also instered the sim that is registered with the Samsung Galaxy Core Prime into another phone and it works perfeclty and we tested the phone as well by inserting a different sim card into it and no luck.</p> <p> </p> <p><br />At this point in time I feel that Vodacom Customer Care is unhelpful, useless. Personally your customers need to be able to speak to employees in both the Technical and Network department, because this simple matter is too complicated for them to understand as all they can do is log queries and do escalations and not much else, which is pathetic.</p> <p> </p> <p>Also please phone the number that is on the account either two might go through as we are currently swaping between the two sim cards so that people can get into contact with us</p>