Over Seven Weeks with no Fiber Access - No feedback why they take so long

My fiber line has been down since the 23rd of December 2024. 38 days of no internet. I registered a service request on the 24th December 2024 knowing well the holidays might cause an issue. So I was patient. In the first week of January 2025 I started to phone every second day or so. Always being patient to wait the 48 hours they request. By now I've spoken to at least 15 or more of the front desk operators. Until now there is now service for 38 days, but Vodacom have no problem making deductions to my bank account.

In the interim I paid a professional to check the line, there's a fiber break 1.3km from my house. Noted around the same time me and my family remember someone working in the fiber manholes in the area.

Every time the operator give the same speech. 1. They will escalate it. 2. They will talk to their supervisor. 3. Sorry we can only send emails to the back office. 4. My team leader will call you. 5. My team leader is really busy in a meeting and will get back yo you in an hour 6. My TL is taking this up with the back office.

Up till now the response is the same. everyone wants to escalate the matter to their team leader. after about the eighth time I did some reading and found out I could demand to talk to the team leader. This is actually their policy. I've done this multiple times until eventually I demanded to speak to the center manager. This is all as per policy. I've yet to speak to a team leader or the manager.

For 38 days, there is absolutely no service.

Some have been friendly and appear helpful. But without fail not a single call has brought any results.