SERIOUS COMPLAINT & A DEMAND FOR ESCALATION ASAP!!!

We have now experienced over 96 consecutive hours of network outages, and in the last 14 days alone, 7 days with absolutely no network service whatsoever. And now we have intermittent coverage - with the network dropping intermittently since the early morning. This is not an isolated incident; it is a persistent, systemic failure.

The Eastern Cape network team consistently fails to resolve issues in a reasonable timeframe, routinely offering excuses instead of solutions, and demonstrating a clear lack of urgency, accountability, and competence. This has been ongoing for years, not weeks. I have raised these failures repeatedly through Vodacom channels and on HelloPeter. Below are HelloPeter complaints logged in 2025 alone, excluding numerous complaints from 2024 and 2023: • 17 Dec 2025 – 08:05 • 06 Dec 2025 – 13:24 • 18 Nov 2025 – 07:57 • 14 Nov 2025 – 08:14 • 08 Oct 2025 – 13:53 • 28 Jun 2025 – 08:04 • 23 Jun 2025 – 08:38 • 16 Jun 2025 – 09:31 • 11 Jun 2025 – 09:36 • 30 May 2025 – 14:23 • 26 May 2025 – 09:55 • 23 May 2025 – 07:46 • 04 May 2025 – 19:02 • 27 Apr 2025 – 12:53

These incidents include complete network blackouts as well as prolonged intermittent connectivity, where service repeatedly drops in and out over extended periods. These reflect only the major failures; they do not account for the constant smaller disruptions that have effectively made the network unreliable on a daily basis.

I have also had direct dealings with Neville Townsend (Neville Townsend, Vodacom ***), who presents himself as the Head of Network (or equivalent) for the Eastern Cape. His conduct has been unacceptable: dismissive communication, zero ownership of issues, poor service delivery, and an apparent indifference to the impact on customers. This behaviour is deeply unprofessional and materially damages the Vodacom brand and reputation.

I am therefore logging a SERIOUS formal complaint against Neville Townsend and the Eastern Cape network team. If bonuses or performance incentives were awarded for this region, that would represent a complete misuse of company funds and a blatant disregard for affected customers.

This level of service failure cannot and will not continue. At present, Vodacom’s network reliability in this region is performing worse than Eskom, which is frankly indefensible.

I expect immediate escalation, clear accountability, and a concrete plan of action - not another generic response or deflection.