Stay away from Vodacom fiber if you want to keep your sanity

No help. No feedback. All they can say is "sorry for the inconvenience" and "thank you for understanding".

I've been struggling since 15 July to get my fiber back. And it seems like no-one at Vodacom is trained to fix a problem (that they created)

This is a formal complaint I sent to their complaints department a week ago. No response, of course.

My tickets were closed without my issue being resolved. And with no communication from Vodacom. They didn't phone back as promised. They didn't ask if the problem was sorted out. This is the second time a ticket has been closed on me in the same way. Every time I'm advised to wait another 24-48 hours. It has been 15 days now!!!

I want to lay a formal complaint about my fiber contract at Vodacom.

It has been a 15 days of incredible bad service, empty promises and absolutely no help. In addition to that, your customer service agents don't listen. I have had a conversation with Vumatel, who says that my router was registered wrong. When you look at my profile, you are not looking at the correct router. Finally, last night, someone named Cyril, listened and he agreed and said, yes mam, you are right. Cyril promised to fix it. Cyril promised to phone me at 10 this morning. I stayed home from the office so that Cyril could phone me at the agreed upon time. It is now after 18:00. I'm still waiting. (It seems like he did, however, fix the router problem and you can now see that my router has not been active in 15 days.) And yet, this is still not addressed. And I receive absolutely no feedback.

Surprisingly, this is not the first time someone promised to phone me back, in fact, last week, I left work early to come home because one of your agents promised to phone me at 3:30 - I'm still waiting for that call too.

Throughout the past 15 days I must have spoken to your entire team. Three people assisted by giving me their email addresses. This did not help as I was being ignored. Out of desperation, I also reached out to Vodacom on Facebook. They asked me to supply the details on Messenger, which I did promptly. They kept apologizing for the inconvenience, but did absolutely nothing to try and solve the inconvenience.

And let's just be honest with each other, this is way more than an inconvenience. It is my livelihood, my money (and I promise, I work in community work - I don't get paid a lot), my time, my stress, your staff's stress for every time I phone them crying.

Find the following attachments to assist you in helping me: 1. The last few days purchases of mobile data that I had to use for online teaching, instead of the fiber that I'm paying for. I've spent more than R1050 this month alone on data. 2. Phone log of the amount of times I contacted Vodacom with my problem. 3. Emails detailing that this is still not resolved - not that there is never a reply. 4. Photos of my router and Vumatel box (in every single phone call I had to repeat which lights aren't working - which means no-one logged what I said, ever)

My questions to you: Is it necessary for a client to make 13 phone calls, send countless messages and receive no help or feedback? Is this the type of service that you are okay with delivering? Are you proud of this? Can you direct me to where I can get my hard earned money back that I spent on unnecessary mobile data - while paying for a service that isn't working? Can you recommend a better service provider, because I am done?

I do not want to be told to wait another 24-48 hours. I need the service NOW.

Please do not thank me for my understanding or apologise for my inconvenience - that is just insincere and unhelpful. Please just fix my problem.