OneNumber Service Issues (again)

I am writing to formally raise a complaint regarding ongoing issues with my Vodacom OneNumber service, which I have been using since February 2024.

When I initially downgraded my contract and attempted to set up the OneNumber service on my Apple Watch Ultra 2, I experienced weeks of delays, requiring daily follow-ups and escalations before the service was finally activated. Despite that frustrating start, the service worked seamlessly for the past several months—until today, 16 November.

While out on a run, I noticed my music had stopped playing, and upon investigating, I discovered that my Apple Watch Ultra 2 no longer had an eSIM loaded. Once home, I checked my iPhone and confirmed that the OneNumber service was no longer active in the Watch app.

I contacted your support team and spoke with a consultant who moved extremely slowly and was unable to resolve the issue. She informed me that she could not reach the “back office” team to investigate the problem, nor could she generate a QR code (without explaining its purpose). Instead, I was advised to visit a physical Vodacom branch to obtain this QR code.

From prior experience, I know that going to a branch does not resolve Apple OneNumber service issues, and I find this advice unhelpful and dismissive. This entire situation is incredibly frustrating, especially given the initial struggles to get the service up and running earlier this year.

I expect Vodacom to:

1. Investigate and resolve this issue urgently, without requiring me to go to a branch. 2. Explain why the service suddenly deactivated and what steps are being taken to prevent this from happening again. 3. Provide a solution for restoring the OneNumber service on my Apple Watch Ultra 2 immediately.

As a loyal Vodacom customer, I am disappointed by this poor level of service and the lack of resolution offered. I trust you will address this matter promptly and keep me updated on the progress.