Terrible service

I have had a fiber line for more than a year now and of late, I have had a multitude of issues. The problem I have is the level of service from the call center.

Firstly they claim that they have 48 hours just to investigate. Until then, you as a customer must make other plans to perform your work. These plans often come at a significant cost, as mobile data is far more expensive than fiber.

Secondly, it is impossible to escalate a call or service request. All we are told is that we must wait until the technician resolves the issue. So we have no recourse. In fact Vodacom could take 2 months to resolve this and I will still not be able to escalate it. My current service request (SR***) is more than 48 hours and still there is no escalation.

And finally, the people at the call Center are so rude. The minute you complain and try to escalate the call, they get snappy and just tell you to wait. There is no sympathy that we are actually losing money. I spoke to a lady named Amanda at 18:30 on the 27th of July 2021. (I hope somebody senior can pull the recording). She was extremely rude and in the end committed to copying me on an email to her supervisor to escalate the call. She never did this. Other times, they just ask you to hold for 15 to 20 minutes until you eventually drop the call. A guy named Basel did this to me. I have now been more than 2 days without connectivity. And this is really disappointing service levels.

So in conclusion the line is unreliable, (2 to 3 days outage per month). You are forced to make use of far more expensive alternatives. And finally the call Center service is terrible.