Poor Service

To Whom It May Concern,

I am writing to formally raise my concern regarding the poor service and lack of resolution relating to my fibre relocation request.

In September 2025, I requested that my fibre line be relocated to my new residence, with the installation completed by 30 September 2025. On 1 October 2025, a team from Vumatel conducted the installation at my residence and assured me that the connection would be active within 15 minutes. However, as of today, I still do not have any internet connectivity.

On the same day (1 October 2025), I contacted the Vodacom Fibre Contact Centre and was informed that my router was being configured and should be operational the following morning. Unfortunately, this did not happen. Since then, I have been calling almost daily to report the same issue, but without any meaningful progress or resolution.

I was later advised that a technician would be sent to my home on Tuesday, 7 October 2025, but no one arrived. I was then told that a fault ticket had been logged. On 9 October 2025, after yet another call, I was informed that no previous ticket existed and that a new one would be logged — yet again, nothing has been resolved.

Most recently, I contacted the call centre today at 12:10 PM and spoke to a representative named Kyle, who confirmed that a ticket was logged on Thursday, 9 October 2025 but could not provide any update. He mentioned that he would follow up with the technical team for feedback or resolution today.

This entire experience has been extremely frustrating and disappointing. I would like to know:

Is this the standard level of service that Vodacom provides to its customers?

Is it normal for a customer to follow up for more than two weeks without any progress?

Will I continue to be billed for a service that has not been activated?

I am sincerely requesting that this matter be escalated and resolved as a matter of urgency. After multiple follow-ups and assurances, I am simply asking for the service I am paying for to be activated.

Regards, Kegan Shunmugam