Ongoing Fibre Outages & No Support – SR***

I am writing this complaint out of great frustration regarding my ongoing fibre service issues with Vodacom. Since installing fibre, I have faced constant disruptions, with my connection going offline for days at a time, almost every month.

Despite logging multiple service requests, including SR***, I am routinely told to wait 48 hours before action is taken—yet no resolution follows. I am forced to follow up daily, and still, my internet remains down. I have now been without internet for five consecutive days (since Monday), and the issue still hasn’t been resolved.

To make matters worse, I am still billed the full monthly fee, even though I only receive half a month’s worth of service. This is completely unacceptable for a paid service.

Most recently, I called *** and requested escalation to a manager. I was assisted by Junaid Salie, who assured me that his manager, Erin Lemettjies, would call me back within 15 minutes. It has been over two hours, and I’ve still received no call or feedback. This clearly shows a lack of urgency and concern for customers.

I have now lost all confidence in Vodacom and formally request immediate cancellation of my contract due to breach of service and failure to deliver. I also demand: • Immediate restoration of my fibre connection (if cancellation is not honoured). • A formal explanation for these repeated outages. • Compensation or a billing adjustment for all service downtime. • Escalation to senior management, with direct feedback.

If this matter is not resolved urgently, I will be forced to escalate it further to ICASA and the Consumer Complaints Commission.

This complaint is a summary of multiple emails, calls, and service failures. Vodacom’s continued lack of accountability is unacceptable.