Poor handling of my Vodacom Fiber relocation and conflicting information

Poor service, contradictory information, met with significant delays, confusion and inconvenience.

Urgent Complaint – Vodacom Fiber Relocation & Conflicting Information

I am writing to formally raise a complaint regarding the poor handling of my Vodacom Fiber relocation and the contradictory information I have repeatedly received from your call center and consultation department.

On 01 September 2025– Monday last week, I called to request assistance with moving my Vodacom Fiber to my new residence. The first consultant told me there was no Vodacom Fiber in the area. I was then transferred to the cancellations department, who informed me that I had been given false information, and that Vodacom Fiber (via Vuma) was in fact available.

Following this, I completed a new application. I was told to relocate with my existing router, yet a new router was delivered to me on Monday [8th September 2025]. On Tuesday [09 September 2025], I called again to confirm installation, only to be told that Vuma was not available in my area after all, and my order was cancelled. This was extremely frustrating, as I had already waited and prepared for installation. I was then referred to Metro Fiber.

Later, on Wednesday [10 September 2025], I received a call from Metro Fiber. Their technician confirmed the connection point at my property and Metro Fiber has since advised me that I am activated on their system. The problem now lies with Vodacom, who as of today [11 September 2025], continue to insist there is no service in my area. I have spent hours on calls this morning without any resolution.

This process has caused significant delays, confusion, and inconvenience. I am now left without home internet, despite multiple promises and contradictory updates from Vodacom.

I urgently request:

1. Written confirmation of whether Vodacom Fiber is available at my new address [874 Woodlands Estate, 20 candican road, Barbeque Downs, Midrand].

2. Immediate activation/installation of my service where Metro Fiber has confirmed availability.

3. Clarification of why I received conflicting information at every step, and how this will be prevented in the future.

4. Compensation for the inconvenience and time lost due to Vodacom’s errors.

I trust this matter will be escalated urgently, and I expect a clear and final resolution.