KN
Kershnee N
1 reviews | Active since Oct 2025
02 Mar 2026, 19:13
Ongoing poor service - Vodacom Fibre
I have logged a service request on 26 February 2026 as my fibre link was down. I waited the 48 hours and called the call centre on Saturday, 28 Feb. I was advised that at 11:30 am, the technician would be assigned and that I will receive a call. I did not receive a call back. I called the call centre again on Sunday, 1st March, and I was advised by the agent that the technician would only be assigned on Monday as they do not work on the weekend. I was advised that Metro Fibre would be coming out to fix the line. I called again today at 11:30 and I was advised that a technician is scheduled to come out at 12:00 today. No technician arrived. I called again at 3pm and i was advised that it would be escalated. I called again at 5pm and yet another escalation. The fibre line has been repaired twice in the space of two weeks and is still not functioning. This is an ongoing issue with Vodacom, I have indicated that this line is used to work from home purposes. It is extremely frustrating to wait for a technician, and then nobody comes out. The service disruption is pathetic. Does the customer not matter to Vodacom, because customers make a business. I am so tired of no responses, blame being passed to third party service providers. Somebody needs to be held accountable. Please can my line be fixed urgently.
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Replies (8)
Vodacom's replyOfficial
03 Mar 2026, 08:34Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Vodacom's reply03 Mar 2026, 08:34
Official
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
KN
Kershnee N's updateReviewer Update
03 Mar 2026, 09:35Good Morning.
I have called back your call centre this morning because regardless of the number of escalations, Vodacom does not get back to their customer. After being put on a long hold waiting for a supervisor to follow up, I was told the note says the technician will be at my home at 12:00 to fix the line. Again, no guarantees, no contact details. Apparently the technician is supposed to call me, so in the absence of all of this what is Vodacom doing to remedy the situation. Clearly whatever SLA you have in place is not working. So whilst I am on this post, please can i have a refund for all the days that I have been disconected and I really hope other customers see my post and also request for refunds, maybe then Vodacom will take their customers seriously. An I am still awaiting the phone call from one of your consultants. Please don't phone to apologise, phone with a solution
I have called back your call centre this morning because regardless of the number of escalations, Vodacom does not get back to their customer. After being put on a long hold waiting for a supervisor to follow up, I was told the note says the technician will be at my home at 12:00 to fix the line. Again, no guarantees, no contact details. Apparently the technician is supposed to call me, so in the absence of all of this what is Vodacom doing to remedy the situation. Clearly whatever SLA you have in place is not working. So whilst I am on this post, please can i have a refund for all the days that I have been disconected and I really hope other customers see my post and also request for refunds, maybe then Vodacom will take their customers seriously. An I am still awaiting the phone call from one of your consultants. Please don't phone to apologise, phone with a solution
KN
Kershnee N's update03 Mar 2026, 09:35
Reviewer Update
Good Morning.
I have called back your call centre this morning because regardless of the number of escalations, Vodacom does not get back to their customer. After being put on a long hold waiting for a supervisor to follow up, I was told the note says the technician will be at my home at 12:00 to fix the line. Again, no guarantees, no contact details. Apparently the technician is supposed to call me, so in the absence of all of this what is Vodacom doing to remedy the situation. Clearly whatever SLA you have in place is not working. So whilst I am on this post, please can i have a refund for all the days that I have been disconected and I really hope other customers see my post and also request for refunds, maybe then Vodacom will take their customers seriously. An I am still awaiting the phone call from one of your consultants. Please don't phone to apologise, phone with a solution
I have called back your call centre this morning because regardless of the number of escalations, Vodacom does not get back to their customer. After being put on a long hold waiting for a supervisor to follow up, I was told the note says the technician will be at my home at 12:00 to fix the line. Again, no guarantees, no contact details. Apparently the technician is supposed to call me, so in the absence of all of this what is Vodacom doing to remedy the situation. Clearly whatever SLA you have in place is not working. So whilst I am on this post, please can i have a refund for all the days that I have been disconected and I really hope other customers see my post and also request for refunds, maybe then Vodacom will take their customers seriously. An I am still awaiting the phone call from one of your consultants. Please don't phone to apologise, phone with a solution
KN
Kershnee N's updateReviewer Update
03 Mar 2026, 12:23It is now 12:21. No technician, no phone call from Vodacom.
KN
Kershnee N's update03 Mar 2026, 12:23
Reviewer Update
It is now 12:21. No technician, no phone call from Vodacom.
KN
Kershnee N's updateReviewer Update
03 Mar 2026, 12:37Just got off the phone with Zanele who has said she will phone me back when the rescheduling is done. But I was told this morning it is rescheduled for 12:00 today. Zanele cant tell me when she will phone me back because she is also "still waiting" . I am really finding it difficult to understand how the service provider cannot be contacted and sent through. I also have not received a call from Vodacom as indicated in their response above. I suppose they don;t have a solution as yet.
KN
Kershnee N's update03 Mar 2026, 12:37
Reviewer Update
Just got off the phone with Zanele who has said she will phone me back when the rescheduling is done. But I was told this morning it is rescheduled for 12:00 today. Zanele cant tell me when she will phone me back because she is also "still waiting" . I am really finding it difficult to understand how the service provider cannot be contacted and sent through. I also have not received a call from Vodacom as indicated in their response above. I suppose they don;t have a solution as yet.
KN
Kershnee N's updateReviewer Update
03 Mar 2026, 12:40Also I don't know why Vodacom needs to contact me via whatsapp for my personal details when i have provided my SR Number???
KN
Kershnee N's update03 Mar 2026, 12:40
Reviewer Update
Also I don't know why Vodacom needs to contact me via whatsapp for my personal details when i have provided my SR Number???
KN
Kershnee N's updateReviewer Update
03 Mar 2026, 16:49So I eventually got a call to say the technician will be here at 4pm. It is now 16:46 and no technician has arrived. This is ridiculous. Once again no solution to the problem!.
KN
Kershnee N's update03 Mar 2026, 16:49
Reviewer Update
So I eventually got a call to say the technician will be here at 4pm. It is now 16:46 and no technician has arrived. This is ridiculous. Once again no solution to the problem!.
KN
Kershnee N's updateReviewer Update
03 Mar 2026, 19:58The technician arrived after 7 pm. They have now informed me that the cable has been cut and they need to seek permission from the homeowner to break the tar to fix the cable. How long am I supposed to stay without service. Please can you provide me with an alternative solution, a wireless router in the interim?
KN
Kershnee N's update03 Mar 2026, 19:58
Reviewer Update
The technician arrived after 7 pm. They have now informed me that the cable has been cut and they need to seek permission from the homeowner to break the tar to fix the cable. How long am I supposed to stay without service. Please can you provide me with an alternative solution, a wireless router in the interim?
KN
Kershnee N's updateReviewer Update
04 Mar 2026, 09:10Update, I called the call centre this morning requesting alternative access and I was told that I don't have an additional router on my package and I can add it on. But I AM CURRENTLY PAYING FOR A LINE THAT IS NOT WORKING! Now I must pay more for a line that I did not break and for your poor service delivery. VODACOM, Please respond!!
KN
Kershnee N's update04 Mar 2026, 09:10
Reviewer Update
Update, I called the call centre this morning requesting alternative access and I was told that I don't have an additional router on my package and I can add it on. But I AM CURRENTLY PAYING FOR A LINE THAT IS NOT WORKING! Now I must pay more for a line that I did not break and for your poor service delivery. VODACOM, Please respond!!