Pathetic technical support with no internet connection on Vodacom Fiber

I have now been without any internet connection since Tuesday 01/02/2022 @ 7:00am.

On Tuesday, I waited until midday to see if the connection will come back, as I know from previous experience that Vodacom normally replies to my service requests after a day, when my connection is already back. I then logged a ticket around midday (SR***).

On Wednesday morning, 02/02/2022, I decided to contact them on Twitter as that is where I actually got feedback the previous time I had an issue. I was just told to give them sufficient time to contact me. Some one contacted me Wednesday around midday and asked me to restart my router a few times. The issue was not solved and I was told that my service request will be handed over to second line support.

On Thursday morning, 03/02/2022, I decided to reach out to them on Twitter again to get some feedback, and I was told again to allow sufficient time to contact me. At midday, I decided to call the call center to get an update on the progress, just for the guys to tell me my previous request had been closed and marked as completed, even though I still did not have connection. He then asked me to restart my router again a few times without success, and told me that he will create a new request for me (SR***), with high severity, for a technician to come to my property.

Today, Friday 04/02/2022, I am still without internet connection and no technician has contacted me for an appointment or anything. I work from home, and require a steady, fast connection, as I am in virtual meetings and calls all day, and I now need to borrow 3g routers from family members in order to do my job, as Vodacom Fiber has no urgency to solve my problem.

The support is pathetic, and this is not the first time I experience this. When I moved into my new house 2 years ago, I struggled for 2 weeks after everything was installed to get my connection fixed.

I can not wait two weeks again, as my productivity at work is now paying the price