Release my fiber ONT Vodacom !!!

Vumatel started advertising inJune 2018 that they were putting in fibre to the home in our area. after speaking to a Vodacom salesperson we decided to sign up for a 4/1 Mbps line on a 12 month contract with Vodacom. A friend of mine moved into an empty room and thanks to the extra rent we decided to upgrade to a 100/100 Mbps line with a different provider as we did not want the contract and would rather do the month to month package.

On the 14th of December 2018 Vumatel contacted us and asked if they can install the line into the house as the fibre in the area was ready. I then proceeded to contact vodacom and asked them to cancel the product that we signed up for before Vumatel installed the line into the house.

As soon as i had the cancellation confirmation email from Vodacom we proceeded to sign up for a month to month contract with the former mentioned provider. Vumatel installed the line and I drove to Alberton to fetch the router from the provider as we were really struggling with our current LTE package. After installing the router and doing the setup we tried to test the internet but it was not working. After calling the provider and Vumatel i discovered that Vodacom claimed the object number for our address and there is nothing that our provider or Vumatel can do about that.

Contacting Vodacom took me 2 hours and i was transferred to 4 different departments where i was eventually told that the cancellation process can take 31 days. Today i received a call from Vodacom asking if we are ready for them to install their service, after which i told them that I had cancelled the package. Only to discover that there are now 1 sales order and 3 cancellation tickets open at Vodacom, we have been assigned an agent to deal with the cancellation but have received no updates whatsoever and when I try to phone the agent on their Cell number listed on the ticket there is no answer.

I have paid for the installation with Vumatel and also for line rental with the new provider, and i still have no service thanks to Vodacom claiming the object number/ONT.

I am extremely dissapointed in Vodacom's service and I fail to understand how they can claim an object number/ONT before any service or installation or even confirmation of installation was received.

Vodacom hasn't installed fibre, Vodacom has not delivered a router or charged us for any service whatsoever. I am currently paying for two different LTE packages which I cannot cancel until the Fibre is online as i sometimes work from home as a Standby IT Technician for my employer which is a 24/7 Operation, and this has an adverse effect on my work.

Currently we are at our wits end thus writing this review on hellopeter.com hoping for some sort of response from Vodacom.

My next step is to contact the Ombudsman to sort this issue out as I am paying a lot of money for a service not rendered due to absence of correspondence from Vodacom.