Professional and Firm

I am writing to express my dissatisfaction with the handling of my fibre service issue.

My fibre connection was disconnected, and despite contacting Vodacom Fibre Support several times to seek clarity on the problem, I have not received a satisfactory explanation. A ticket was initially opened on my behalf, but it was later closed without the issue being resolved. Furthermore, I was never contacted to explain why the ticket had been closed.

After opening another ticket and making additional follow-up calls, I was eventually informed that my router had been cancelled and that I would need to reapply. This information was only provided after I contacted your support team again. No one proactively informed me of the cancellation or explained the reasons behind it.

Adding to my frustration is the fact that every time I call, I speak to a different consultant and have to explain my situation repeatedly. There appears to be a lack of communication and continuity in the handling of my case.

This situation has had a significant impact on my household. I have a matric student who is unable to attend online revision classes in preparation for upcoming examinations due to the lack of internet connectivity.

This is not the level of service I expected from Vodacom, and I am extremely disappointed by the lack of communication, accountability, and urgency in resolving this matter.