Technical fault unresolved for days no credit downtime acknowledged whatsoever

To Whom It May Concern,

I am submitting this as a formal escalation complaint regarding my Vodacom fibre service, which has been unavailable since 24 March 2026.

Since the service interruption began, I have contacted Vodacom every day to report the fault. On every occasion, I have been told to wait 24 to 48 hours, but no lasting resolution has been provided. I have called more than five times a day and, despite these repeated attempts to get assistance, I am still without service.

Technicians were sent to my premises and installed a new ONT box and new cables. However, even after this intervention, my fibre service has still not been restored.

This matter has caused severe inconvenience and disruption to my household. We rely on fibre for essential daily use, including streaming services and general internet access. It is completely unacceptable that we have been left without service for such an extended period while continuing to receive poor support and no clear resolution.

In addition, the level of customer service I have received has been deeply disappointing. Some of the agents I dealt with were rude, dismissive, and unhelpful. Instead of resolving the issue, I have repeatedly been given the same response to wait another 24 to 48 hours.

I am especially concerned that when I requested cancellation of the contract so that I could move to another service provider, this request was refused, despite Vodacom’s failure to provide the service I am paying for.

I now formally demand the following:

If this matter is not resolved urgently, I will escalate it further to the relevant consumer protection and communications authorities, as well as any other appropriate dispute-resolution channels.