Support...What support
Firstly I am paying for a 20MB uncapped Fibre service with Vodacom. Since about the 30th of April I have been experiencing extremely slow internet speed to a point where youtube/netflix streaming becomes impossible. My actual download speed (tested browser/download managers/peer to peer) never exceeds 300kbps (15% of what it should be). After running ping tests I picked up that there are packet loss when pinging google's dns and other sites.
After holding the line for 30+ minutes at times I finally managed to get through to fibre support and explained my issue. After emailing Vodacom(as instructed by support) all the tests I did with screenshots(on the 3rd of May) I waited. Days later after not hearing anything I phoned and queried the service request. Feedback given "The service request have been allocated to a technician. I will email him to ask him to give you feedback". Another few days later (still no feedback received) I called again only to get exactly the same response as above. I am not almost 2 weeks with hardly any internet and no one is able to give me feedback on what is happening.
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Replies (5)0
Replies (5)
Vodacom's replyOfficial
09 May 2018, 11:44Dear Customer
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
Best regards,
Vodacom's reply09 May 2018, 11:44
Official
Dear Customer
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
Best regards,
's updateReviewer Update
09 May 2018, 14:28Thanks. I will be waiting to be contacted.
's update09 May 2018, 14:28
Reviewer Update
Thanks. I will be waiting to be contacted.
's updateReviewer Update
10 May 2018, 10:16Still waiting to be assisted with my issue. Sending an email saying someone will be in touch and then not contacting them does not help anyone.
's update10 May 2018, 10:16
Reviewer Update
Still waiting to be assisted with my issue. Sending an email saying someone will be in touch and then not contacting them does not help anyone.
's updateReviewer Update
11 May 2018, 12:05Still waiting...
's update11 May 2018, 12:05
Reviewer Update
Still waiting...
's updateReviewer Update
11 May 2018, 15:10Ok.
I am done communicating(calling support/sending emails etc). Still no feedback(not a single call).
I will wait a few more days and if it is not sorted I will be contacting ICASA/ombudsman to complain to them since Vodacom is clearly not interested in fixing my issues.
's update11 May 2018, 15:10
Reviewer Update
Ok.
I am done communicating(calling support/sending emails etc). Still no feedback(not a single call).
I will wait a few more days and if it is not sorted I will be contacting ICASA/ombudsman to complain to them since Vodacom is clearly not interested in fixing my issues.