Pathetic Service

I would strongly advise anyone from using Vodacom as a service provider for Fibre to the Home services. Their customer service is useless, for lack of a better word.

My fibre line has stopped working, and I had spoken to four call center agents who have either given me false information, or have done nothing to help the situation.

- The first agent advised that it is an area outage and 200+ routers are affected. - The second agent told me it is an area outage after I asked for an update and explained what the first agent said. - The third agent said that she could not see an area outage, and could not see any tickets logged on my behalf for the first two calls I made above. - The fourth agent also could not see an area outage and told me to just wait.

As I had experienced poor service from Vodacom when activating my line initially, I decided to call Metrofibre (who owns the infrastructure) directly. They advised that Vodacom has not logged any ticket for me and that I am the only one affected in the area. This extremely helpful Metrofibre agent assisted and expedited the process of getting everything resolved.

Vodacom has no urgency in resolving any issues, even knowing that most of us are still working from home and an internet connection is essential. Vodacom's urgency lies in signing up new customers only, and I would strongly advise anyone to avoid this ISP.