Rudeness and Poor Service (Vodacom Fibre)

I logged a service request with Vodacom on Wednesday, 7 January 2026. I followed up on my service request on Friday 9 January and I was advised that a technician has been assigned to come to my property on 10th January at 16:30.

I have cleared my schedule for the evening to wait for the technician and no technician arrived. I called the call centre at approximately 17:00 and was put on hold whilst the agent sent a message to the check where the technician was. After being on hold for over 15 minutes , she explained that they send a message on a group chat and she can’t call the technician because they don’t know who is assigned. I then asked her to contact the supervisor for the technicians and I was advised that she could not do that as they were only allowed to contact them via the group chat. I asked her to escalate it to her supervisor so her supervisor could make contact and give me feedback . She came back to me telling her supervisor had escalated the problem to the back office and i must wait for someone to call me back. So I told her I need immediate feedback as I will have to start the process all over if I had to call back and asked to speak to her supervisor. After being put on hold, she came back saying her supervisor could not come to the phone as she was busy sending an escalation email for my query, however I was advised a few minutes earlier that she had already done the escalation. I insisted on speaking to the supervisor and was then transferred to Sli Zwane (Floor Manager). I was met by complete rudeness I was told that there is nothing more that can be done as the back office must contact the technicians. So the group chat from earlier.? How did that fit in. I explained my frustration and told her that I need immediate feedback, I asked for her to please ask the back office to call the technicians supervisor for feedback. She said she could not do that and when I asked to speak to her manager, she told me that her manager does not speak to clients. She told me that she is the highest authority in the call centre and refused to give me her managers name.

Every time I have an issue with my fibre it is the same issue with technicians not coming through to do the work required. I am promised call backs that never happen and the potatoe just moves from one to the next with “escalations “. It is completely unacceptable service.

So should I wait on an open ended timeframe for the technicians to arrive because I am sure your billing department will have people available immediately to disconnect my service if my payment is late, yet I am treated like this is a free service. Can Vodacom guarantee when my line will be fixed? Please get back me. Honestly if HelloPeter provided a zero star rating, that is what I would have chosen