Prolonged Internet Outage in Oakdene Ext 1

I am writing to express my extreme frustration and disappointment as a long-standing Vodacom customer. The residents of Oakdene Ext 1, Johannesburg, including myself, have been without internet access since **26 April 2025**, and today is **30 April 2025**—a total of five days with no service and no clear resolution in sight.

Despite numerous calls to your technical support team, we have received inconsistent and often contradictory information. Some agents claim there is no outage; others say they cannot provide an ETA. Many have promised call-backs that never came. Requests to speak with supervisors or managers have been denied, often with the excuse that none were available due to the long weekend. (Please refer to your call logs for verification.)

Today, a team leader assured us of a follow-up call before the end of his shift, which also never happened. When asked for his manager's name, he refused to provide it, citing the POPIA Act—a baffling and unacceptable excuse for withholding basic accountability information. Furthermore, when asked who his manager reports to, he claimed not to know.

A technician was eventually sent to my home, only to confirm what we already suspected: this is not a problem with individual fibre lines but a broader infrastructure issue—likely a problem at the tower level. Yet, despite numerous escalations, no concrete updates or action have followed.

This extended outage has caused significant disruption, financial loss, and immense frustration for myself and my neighbors. Your handling of this situation—marked by poor communication, broken promises, and lack of transparency—has been unacceptable.

As a customer of Vodacom Fibre for over six years and mobile services for nearly two decades, I find this treatment deeply disrespectful. Unless this issue is resolved immediately, and a formal response and compensation plan provided, we will have no choice but to seek alternative service providers who respect their customers and deliver on their commitments.

I expect a detailed update on the cause of the outage, the expected resolution timeline, and the steps Vodacom will take to make this right.

Sincerely, Shakendra Ramnarain