1 reviews | Active since Dec 2023
Serious Concerns Regarding Vodacom Fiber Service
I am reaching out to share my recent experiences with Vodacom fiber services, which have been nothing short of frustrating and disappointing. In mid-February 2024, I contacted Vodacom's fiber call center (***) to address concerns about the proposed upgrade of my 100mbps fiber line contract to 400mbps. The substantial increase in cost, ranging from approximately R800 to R1200, was simply unaffordable for me. Following discussions with a Call Center Operator, we mutually agreed to upgrade to a 250mbps up and download line speed for a similar cost to what I was previously paying. Despite my efforts to adhere to this agreement and pay for the 250mbps service in March, I found myself charged for a 400mbps service in April 2024. This discrepancy in billing was not all of my ordeal with Vodacom fiber. Since the so-called upgrade in February, I have consistently experienced subpar download speeds, rarely exceeding 100mbps and often dropping as low as 2 or 4mbps. There have even been instances of complete internet outages, severely impacting my ability to work, study, and engage in everyday online activities. I have diligently raised these issues with Vodacom through multiple service request tickets, emails, and daily phone calls. (Refer to Vodacom service request number SR*** not all) Despite numerous assurances and escalations, the situation has not improved. It's disheartening to report that some of my service request tickets were closed without my confirmation or resolution, leaving me feeling unheard and disregarded as a valued customer. Moreover, the communication channels with Vodacom seem limited, as I've been unable to directly discuss my concerns or dissatisfaction with management. Instead, I'm met with call center operators who can only forward emails to higher-ups, further prolonging the resolution process. What upsets me even more is the so-called promotional discount of 4 months of R100 for upgrading to 250mbps. However, this offer is of no value to me if the fiber line's download speed consistently drops below 100mbps. Feeling left with no other viable option, I've resorted to acquiring a Telkom WIFI router as a backup for my household's online needs, particularly for my children's online studies and exams. This decision was made out of necessity due to the unreliable nature of Vodacom's fiber service. In conclusion, I want to express my deep disappointment and frustration with Vodacom Fiber. The current state of service is unacceptable, and urgent action is needed to address these ongoing issues. As fellow Vodacom clients, I urge other Vodacom users to join me in voicing our concerns and advocating for improvements in the quality and reliability of Vodacom's fiber service.
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via WhatsApp to request your personal details.
Regards,
Vodacom Consumer Website Team
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via WhatsApp to request your personal details.
Regards,
Vodacom Consumer Website Team
Thank you for your feedback.
After conducting an extensive analysis of social media platforms, particularly the Pretoria Moot Facebook groups, it has become evident that there are significant problems with Metrofiber's service quality. Users have reported a consistent degradation in fiber speeds during the afternoons and evenings, indicating possible throttling of services. This deterioration in service quality is occurring daily, raising concerns among the affected residents.
It is imperative that Vodacom address this issue promptly at a higher management level with Metrofiber. Failure to do so may result in the loss of valuable clients who rely on consistent and reliable internet connectivity. Furthermore, it has come to my attention that Openserve, with its own fiber backbone in the Gizina Elofsdal area, is currently perceived as a more reliable alternative.
I must express my frustration with the current situation. Despite experiencing subpar service from Metrofiber since the renewal date of my contract, I am dismayed to learn that I would incur a significant cancellation fee of approximately R21370 if I were to terminate my contract. This fee is unjustifiable given the lack of adequate service provision.
I recently spoke with Vodacom's cancellation department and was informed that I have the option to switch from Metrofiber to the Openserve backbone. However, I was also informed that this switch would entail higher package prices, necessitating an additional payment for fiber line services compared to my current arrangement.
I am deeply disappointed by Metrofiber's apparent disregard for its customers and the poor quality of service it continues to provide. Decisive action must be taken to rectify these issues and restore confidence in the fiber network infrastructure.
I urge you to escalate this matter internally and work towards a swift resolution. Please feel free to contact me to discuss this matter further.
Looking forward to your prompt response and resolution of this issue.
Kobus Smit
Thank you for your feedback.
After conducting an extensive analysis of social media platforms, particularly the Pretoria Moot Facebook groups, it has become evident that there are significant problems with Metrofiber's service quality. Users have reported a consistent degradation in fiber speeds during the afternoons and evenings, indicating possible throttling of services. This deterioration in service quality is occurring daily, raising concerns among the affected residents.
It is imperative that Vodacom address this issue promptly at a higher management level with Metrofiber. Failure to do so may result in the loss of valuable clients who rely on consistent and reliable internet connectivity. Furthermore, it has come to my attention that Openserve, with its own fiber backbone in the Gizina Elofsdal area, is currently perceived as a more reliable alternative.
I must express my frustration with the current situation. Despite experiencing subpar service from Metrofiber since the renewal date of my contract, I am dismayed to learn that I would incur a significant cancellation fee of approximately R21370 if I were to terminate my contract. This fee is unjustifiable given the lack of adequate service provision.
I recently spoke with Vodacom's cancellation department and was informed that I have the option to switch from Metrofiber to the Openserve backbone. However, I was also informed that this switch would entail higher package prices, necessitating an additional payment for fiber line services compared to my current arrangement.
I am deeply disappointed by Metrofiber's apparent disregard for its customers and the poor quality of service it continues to provide. Decisive action must be taken to rectify these issues and restore confidence in the fiber network infrastructure.
I urge you to escalate this matter internally and work towards a swift resolution. Please feel free to contact me to discuss this matter further.
Looking forward to your prompt response and resolution of this issue.
Kobus Smit