Terrible follow-up service by Vodacom Fibre

This review is to warn future customers about the poor follow-up service rendered by Vodacom Fibre.

I would like to take you on the frustrating journey that I had to endure in order to facilitate a move of my fibre service from Mpumalanga to Gauteng. This journey started on the 3rd of October 2022, when I phoned the helpline to inform them of my move to Gauteng scheduled for the last week in October. My new location was checked by the agent and I was assured that Vodacom would be able to move my router and my contract would stay exactly the same. During the same call I was promised to be contacted by a technician the next day (4 October 2022) to schedule an appointment to facilitate the re-activation. Needless to say, I never received ANY follow-up regarding my relocation request.

When I moved into my new apartment on 23 October 2022, I phoned Vodacom to make sure that the activation was done, as discussed during the initial call, only to be told that my request had been cancelled and my move date moved to 1 December 2022! I was told that a new ticket was logged and promised (again!) that a technician would contact me. I followed up again on 24 and 25 October 2022 as I had still not heard anything yet. Each time I was told that the ticket was logged on the system and that "someone" would contact me as soon as possible.

I was eventually contacted by a Vodacom Technician, Tristan Starke, on Wednesday 26 October 2022 at 16:55. He requested that I send pictures of my fibre access point and router, which I immediately did, and promised to do the activation the next day. After looking at the pictures I sent, he told me that he didn't think the Vodacom router would be compatible. I responded to this by asking if it would be better to cancel my contract and take out a new contract with a different service provider - he responded to this by promising to do a follow-up and get back to me as soon as possible. .

By the next evening (27 October 2022), I had still not heard a word from anyone - please note that I specifically arranged access to my unit while at work, to facilitate his visit, as he had requested to come to site between 10:30 - 15:00 on the 27th. He responded to me at 05:51 (AM) on Friday, 28 October 2022 with the following message: "unfortunately Vodacom and Clear Access don't work on the same network. Can you try with Clear Access and cancel the Vodacom Relocation as it won't work." It has thus taken almost a month to establish that a service - which I was promised - could not be rendered to me after all! I cannot help but wonder if this was a stalling tactic to ensure that my November 2022 debit order is still deducted prior to the cancellation being processed.

I believe that my frustrations are valid and I will by no means hesitate to inform friends and colleagues of this. I truly hope that the responsible parties are taken to action about this and that no current or prospective customer will ever again have to bear the brunt of such frustration.