1 reviews | Active since Jan 2013
Pathetic bunch of lairs Vodacom Fibre Team
Dear Vodacom Customer Service,
I am writing to express my extreme dissatisfaction with the service I have received from Vodacom. I signed up for Vodacom Fibre on February 10, 2025, with an agent named Therosha, who assisted me with the sale. I requested that the installation take place on Friday, February 14, 2025; however, the agent informed me that the infrastructure was not yet ready, advising me to wait and schedule the installation for the week prior to the cancellation of my existing fibre line.
I comp**** with this request. The initial team of installers from Dibana Telecoms arrived but were unable to locate the installation box. They instructed me to log a ticket to escalate the issue to Vodacom, which I did. On Wednesday, March 26, 2025, another company was dispatched to complete the installation but was unable to activate the line due to a lack of power at the termination box. They assured me that the maintenance team would arrive the following day to resolve the issue.
Two days passed with no sign of the maintenance team. When I called Vodacom on Saturday, March 29, 2025, I was met with misleading information from the call center agent, who claimed there was no update on the ticket. After much discussion, the agent stated that U or U2 Telecoms had been assigned the ticket and attempted to contact me on Friday, which was a blatant falsehood, as I received no calls.
I then spoke with a manager named Ntombi, who assured me she would contact the U/U2 Telecom team and get back to me within an hour. This did not happen. I called again today to escalate the issue further and shared my experience, only to be told they could only escalate the matter again with no further assistance available. I eventually spoke with another manager at the PE call center, who confirmed that they could not contact U/U2 Telecoms directly and could only escalate the matter to the technician assigned to the ticket. This confirmed my concerns regarding Ntombi's capability as a manager.
Vodacom's service as a fibre provider has been extremely disappointing. I plan to escalate this matter to the consumer council, as the treatment I have received is unacceptable. It is frustrating to incur additional costs for data due to Vodacom's incompetence. This marks the second time I have experienced such inadequate service from Vodacom. I had hoped for an improvement, but it is clear that customer care is not a priority for your company.
I believe an apology and compensation for this unacceptable service are warranted, along with accountability for the issues I have faced.
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
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
I would appreciate that you re train your staff if you need send them to me i will train them and show them the real world and make them smell the coffee.
Ntombi should be demoted from a manager as she is unfit to be called a manager and agent in the sales call center like Therosha should not give the customers such poor advise or false information without checking with the installations if they are fit to do the job and know exactly what they are doing.
I would appreciate that you re train your staff if you need send them to me i will train them and show them the real world and make them smell the coffee.
Ntombi should be demoted from a manager as she is unfit to be called a manager and agent in the sales call center like Therosha should not give the customers such poor advise or false information without checking with the installations if they are fit to do the job and know exactly what they are doing.
Once again you never fail to disappoint finally after days of fighting the line has been installed however once again we now sit with another problem you do an installation and then make the customer wait 3 days to get it activated this is ridiculous.
Seriously you guys need to wake up and smell the coffee of reality. This once again is useless. The tech advised me it would take up to an hour to activate which has passed. So I called the call center and yet again I am told the router is not assigned. I find this very strange like you have mickey mouse installers working for you. The router should be on the system since last week Wednesday after the installers completed the job. You should have had the feedback of the power issue and I should not have been the one to inform you of all this.
Get you act together. I regret truly moving providers this service is appalling other providers work with much more order and get things done professionally and they know exactly what they need to do. The customer does not need to inform them. Further to this, they make sure when they complete the installation with the customer they ensure the services are working before leaving unlike you and your installers that you have contracted to you. Further to this they treat every customer with priority they require and ensure that the customer doesn't have to foot any additional bills out of their own pocket especially when they are at fault. The customer does not have to ask to be compensated for their wrong doings. Get you act together Vodacom... truly a useless fibre provider I will not recommend to anyone and suggest that any other customers not get conned with your deals and they will be heading for the biggest disaster or their life.
Once again you never fail to disappoint finally after days of fighting the line has been installed however once again we now sit with another problem you do an installation and then make the customer wait 3 days to get it activated this is ridiculous.
Seriously you guys need to wake up and smell the coffee of reality. This once again is useless. The tech advised me it would take up to an hour to activate which has passed. So I called the call center and yet again I am told the router is not assigned. I find this very strange like you have mickey mouse installers working for you. The router should be on the system since last week Wednesday after the installers completed the job. You should have had the feedback of the power issue and I should not have been the one to inform you of all this.
Get you act together. I regret truly moving providers this service is appalling other providers work with much more order and get things done professionally and they know exactly what they need to do. The customer does not need to inform them. Further to this, they make sure when they complete the installation with the customer they ensure the services are working before leaving unlike you and your installers that you have contracted to you. Further to this they treat every customer with priority they require and ensure that the customer doesn't have to foot any additional bills out of their own pocket especially when they are at fault. The customer does not have to ask to be compensated for their wrong doings. Get you act together Vodacom... truly a useless fibre provider I will not recommend to anyone and suggest that any other customers not get conned with your deals and they will be heading for the biggest disaster or their life.