Ongoing Internet Service Issue - 13 Days Without Resolution

Dear Vodacom Team,

Thirteen days ago, I logged a call reporting that our internet service was offline. Since then, the response and handling of this issue have been deeply frustrating and inefficient:

- Initially, a support agent contacted me, asking where the Vodacom tower is located. How am I supposed to know this? - A day later, I was contacted by a Vodacom contractor, this time asking where the keys to the Vodacom tower are. Once again, how should I know I am the client?! - After expressing my frustration, I was informed that the issue couldn’t be addressed due to weather conditions—a reason that was repeated for several days. - Last week, I was contacted again, only to be told the contractor was now waiting for a cable.

Eventually, I received a notification stating that the problem had been resolved and the call closed because the tower was operational again. However, I was later informed that some equipment on our side needed replacement.

My questions are:

- How can the call be marked as "resolved" when our issue remains unresolved? - How competent are your support agents and contractors if such basic details and responsibilities are mishandled?

Please review our account and consider how much our company spends with Vodacom each month. After 13 days, we are still without internet, and this level of service is unacceptable.

I look forward to your prompt and effective response to resolve this matter.

Kind regards, Werner Myburgh - ChemiCorp IT Manager BIG O TRADING 1300 (PTY) LTD T/A ChemiCorp