Release my ONT now

O cancelled my Fibre with vodacom due to poor service and delivery. An email was received on 16 February 2021 stating my cancelation would take effect on the 28 February at 23:59:59.

Monday the 1st March, there was no internet as line was canceled. I contacted the new service provider to activate my line. The new service provider informed me that the ONT was still in use with vodacom and vodacom needs to release it in order for them to activate my new line.

I have been in contact with vodacom for 3 days now and still no resolution. My initial SR is closed. This matter was escalated to the team leader Lelethu who promised me that the line would be released and that he had escalated the matter. He promised to call me back and provided me with his direct email.

I am still waiting for a response from him. I called this evening again to enquirie what is happening with my release. The service consultant this evening informed me that no request to release the ONT has been done. She has logged a service request for this. So what has vodacom done the last 3 days. Why was this release not done when the cancelation was requested.

I am a commission earner and work from home due to the covid pandemic. I have not been able to work for the last 3 days which means loss in salary for the last 3 days.

Nobody is able to assist me with this matter and I beyond frustrated. My next step is to contact the ombudsman regarding this matter and charge vodacom for loss of revenue as I won't be able to put food on the table at the end of the month.

SR Numbers SR*** and SR***