Shocking No Service at Vodacom

Hi Naomi,

I am shocked with the level of service that I receive from Vodacom, and the Vodacom outsource contractors!!

I am still without internet access at home – thanks to Vodacom. I cancelled my Telkom VDSL when I app**** for Vodacom Fibre. Now I sit without any internet !!!!

I app**** for Fibre on the 25th of September, completed all the documents, and my Fibre add on account was approved by the 27th of September 2018. Installation bookings contacted me, and I booked a scheduled appointment for the 6th of October 2018 for 9am – 12pm.

The 1st team arrived at 9:30am, and started to install the fibre line. They contacted the 2nd team to come at 10:30 to complete the installation and the install the router. I also contacted the 2nd team to ensure that they will come and complete the installation. They told me that they will make sure that they The Technician started and told me on a number of times, that there is a big Rugby Bokke game that he wants to watch? After 17:00 he told me that a switch or a connection has to be patched, and that he doesn’t have access to the tunnels to patch the connection. And that he can’t connect me, But I don’t have to worry, cause on Monday morning 1st thing my unfinished job will be re-scheduled and I will be connected on Monday the 8th of October. He also said that the router will be installed on Monday the 8th. I asked my son to stay at home on Monday the 8th so that Vodacom can come and complete the installation.

Monday the 8th came and went, I didn’t get a call from Vodacom, and no one came to complete the installation!! Pathetic!!! I called on Tuesday and asked what is going on, and no one could answer me. On Tuesday I logged a call, and a scheduled appointment was made for the 11th of October to install the router and to connect me to the Vodacom fibre network. At 16:00 on the 11th the technician came, he looked at the work that the previous team did, and told me that the 1st team made a mess, the cables wasn’t spliced correctly, he went and fixed everything, and installed the router. He then told me that the fibre connection will be up and running within an hour or two. At 19:00 I still had no Internet connection, I can see the connection on my devices, but I have no Internet access. I called the Vodacom ********** call centre number, the call centre agent, tried to assist me, and “logged into the router” to reset the router, and he asked me to reset the router a number of times as well. He then said that I should have internet access within an hour or so. Well he was wrong ….. No internet connection. I called a number of times and no one could tell me what is wrong, on Wednesday the 17th of October I called again, and I was told to log a service request, which I did…. SR ********** -041931 , …….. I received no update or anything about my request, and I called the Vodacom customer care department daily to get an update. Every time I call I get the same answers, they don’t have the number of Technical but will escalate my request, and get it prioritised.

I tell them every time that I urgently need internet access at home, my kids have all their text book on tablet and in e-books, and can’t access their textbooks without internet access. And I need internet access to do my work as well.

I called on the 22nd of October again, and pleaded with the call centre agent to get Vodacom to please connect me…. He said that Vodacom can’t help me, the contractors must help me, and no he can’t give me the numbers, I was fed up with ALL the excuses and told him to cancel my Fibre contract ( SR181 ********** 32), and was told I would receive and email from cancelations…. To date I haven’t received an email, or received a call from cancelations……

I complained on social media, on the 23rd of October on Hello peter, and received a call from Vodacom on the 23rd of October, telling me how very sorry they are for the inconvenience caused, and that they would like to opportunity to fix this mess. They made a scheduled appointment to come fix my fibre on the 26th of October, A Friday at 13:30, I put leave in at work so that I can be at home for the Fibre to be fixed. NO ONE CAME TO FIX THE FIBRE ON FRIDAY THE 26th OF OCTOBER. I sat at home and waited like a fool for the fibre to be fixed. Leave wasted!!!! I called the customer care department a number of times on the 26th of October. AT 17:00 I received a call from technical department, they received and escalated email from Vodacom customer care to contact me urgently.. They apologised again for the inconvenience caused, and said they will do everything in their power to get my query resolved, and please can they send a team 1st thing Saturday morning on the 27th to come and get me connected. I said it is fine, as I desperately need my fibre and internet active….. )I entered and paid for a running race for the Saturday the 27th, but decided not to go to the race, as I need the fibre sorted). Saturday morning at 9am I received a call from the technical department, so sorry for the inconvenience but the one technician didn’t come to work so they can only send someone at 12…. Seriously, after I cancelled my race to be there…….. I said they can send someone at 12 .. I will wait at home, I also told them that I have a family function that I need to attend later the afternoon. So no delays please. NO ONE PITCHED UP AT 12 or 13:00, I called the customer care department yet again……. They said they will try and escalate my query to technical via email again…..

I received a call at 14:45 to inform me that the technician is at my gate… ? I asked him to wait there for 10min, I was at a family function (my sons birthday party) , BUT Like I said earlier, I need the internet access for my kids, so that they can study… so I raced home, I got home and there was no technician at my gate ???? ***….. I called the technician and he told me that he is on his way to my house, I must just please wait and send him the pin location, … this is after technical department told me that the technician is at my house….. SERIOUSLY?????

The technician arrived at 15:45 - I waited from 14:55 till 15:45 for the technician. (this is the technician that was at my gate waiting for me….) , he looked at the router, fetched another router from his car and started the reconfiguring process, telling me the entire time that he is a big football supporter and that his team is playing some or other derby that afternoon, (LIKE I CARE …….) he was busy till 16:40 and told me that the reconfigure is stuck on the system, and please leave the router plugged in and on, the reconfigure will be escalated Monday morning, and he will be back Monday to come get me connected. I wasted the entire Saturday and I am still not connected. Monday came and went, NO one from technical called me, and the Technician (Clever) didn’t come on Monday the 29th of October again as promised.

I called Vodacom Customer care again on Monday the 29th of October 2018, and logged another request (SR181 ********** 11) for my fibre to be sorted, once again my query was escalated….. REALLY? I am still waiting for a call from technical…. I called a number of times, I received a call from Naomi on the 1st of Novemeber and was told that she will assist me to get me sorted, I have already received a number of excuses as to why my fibre is not working …. Today is the 5th of November, and I still don’t have any fibre or internet!!!

I would love to tell Vodacom fibre to stick their fibre where the son doesn’t shine……. But Vodacom fibre did the infrastructure in our complex, so thanks Vodacom, you really Forked me over…. My kids started exams today….. they battle to study without internet and can’t access their textbooks…..

I have depleted my Data on my phone last month and had to buy extra data, I am busy running out of data on my phone again……

How will I be compensated for the leave that I took, and no technician rocked up? How will I be compensated for my time wasted…… How will I be compensated for my race I had to cancel, and no one rocked up…. ?

I still have no fibre ……

This is unacceptable ….. I’m beyond angry and frustrated………

Thanks

Karen **********