Pathetic Vodacom Fibre

My mother, a pensioner, has a fibre contract with Vodacom and has been a customer of Vodacom for more than twenty years.

On or about the 9 of August 2022 the area in which my mother and father reside experienced a fibre outage. The fibre was restored in the area, but despite this being the case, my mother and father still struggled with their connection and in fact had no internet connection at all. My mother reported this to Vodacom immediately and was provided service request number SR***. The service my mother received (if one can even call it that) was pathetic to say the very least.

After initially reporting the outage, she phone to follow up on the issue almost daily. During these follow up calls she would simply be advised to restart the router or switch it on and off. After doing this once, without success, it should be obvious to your support staff that repeated attempts at turning the router on and off would not solve the problem. Instead of sending out a technician to my parent’s home, the support staff advised her to contact Nokia, the manufacturer of the specific router she owns. Why she is required to follow difficulties with her router up with Nokia when Vodacom is her (fully paid) service provider is confounding.

In sheer desperation, and after five days without an internet connection and virtually no assistance from Vodacom support staff, she asked whether I would willing to assist her in dealing with Vodacom. I personally phoned the Vodacom Fibre number (082 190 4) on Monday the 15th of August 2022, some six (6) days after my mother initially logged her service request. During the conversation I had with Vodacom, I was informed that a technician was booked to go out to my parent’s home that very same day at 17h00. The lady I spoke to alleged that my mother had been informed of this on Sunday. This is not the case. Be that as it may, my mother awaited the arrival of the technician at 17h00 on Monday, 15 August 2022. No technician arrived and no-one made contact with my mother in order to inform her that a technician would arrive or to reschedule the alleged call-out.

As already stated, your service is pathetic and the moment I am able to cancel her contract with Vodacom I will do so. I will also not be renewing my own contracts with Vodacom.

If you are willing to deal with *********** staff, not having your queries and issues resolved and paying for a service you can't use, Vodacom is the service provider for you.