Paying for No Internet: Ongoing Vodacom Fibre Failures

Dear Vodacom Complaints Team,

I am writing to formally lodge a complaint regarding the ongoing and unacceptable issues I have experienced with my Vodacom Fibre service over the past month.

From the outset, this experience has been extremely frustrating and poorly handled. I was initially advised by Vodacom that my fibre connection at my new premises would be connected on 15 December. This information turned out to be incorrect. I was then sent back and forth repeatedly between Vodacom and MetroFibre, with neither party taking ownership of the issue. After over a week of constant follow-ups, fighting and begging for assistance, the installation only eventually took place on 24 December.

Fast forward to 1 January 2026, I am once again without internet access. On the evening of 1 January, we contacted Vodacom and spent over an hour with consultants trying to resolve the issue, only to be told that there was a network outage in the area.

The following morning, I received both an SMS and an email stating that my connection had been “successfully resolved.” This is simply not true, as I still do not have internet access.

After spending a further 33 minutes with a consultant later that day, I was informed that on Vodacom’s system everything reflects as “working 100%,” yet I still have no connectivity. I was then advised that a new ticket would need to be logged and that I must wait 24 to 48 hours for a technician to attend.

This is completely unacceptable, especially considering that Vodacom debited my account on 1 January for a service I am not receiving.

At this point, my frustration levels are extremely high. I have lost: • Over a week of service in December due to delays and misinformation • Ongoing hours (and now days) without internet access in January • Significant personal time spent on calls with consultants with no resolution

I am therefore formally requesting: 1. Immediate resolution of this issue as a matter of urgency 2. Compensation/credit for: • The week of service lost in December • Every day/hour without internet access going forward until this matter is fully resolved 3. A clear explanation as to why customers are being informed that faults are resolved when this is clearly not the case

I must also state that based on my experience to date, I would not recommend Vodacom Fibre to anyone. The lack of accountability, misinformation provided, repeated delays, and poor customer service have made this an extremely negative experience. If someone is considering signing up with Vodacom Fibre, I would strongly advise them to reconsider, as this service has resulted in nothing but ongoing problems.

This level of service has been extremely disappointing and does not meet any reasonable customer service standard.