Terrible Service trying to get UPS replaced which was sold with Fibre line - 5 months

I joined Vodacom as fibre customer around September 2022 where I signed up for a fibre line and ups device.

After just 3 months my UPS stopped working but they continued charging me for it on my invoice along with working fibre line. I called to report the UPS issue and followed their process which was to open a SR (SR***) however my SR was closed and marked ‘Resolved’ yet we had not received any assistance and but continued getting charged for it.

The technician helping me at the time was Carbel Nkenda where I have proof of multiple emails sent her well as to *** to report the faulty UPS but we got absolutely no assistance. I logged another ticket and again it just got marked as resolved. Some of the tickets logged:

SR*** , SR*** , SR***

I called and spoke to multiple agents via *** line who PROMISED to call me back, including but not limited to:

Carbel Nkenda - Customer support

Emily - Complaints

Nicolene - Complaints

Avisha - Complaints

Zama Gumede - FTTH Support Team

After much effort I did eventually get through to Zama Gumede who advised at first that I need to pay them a cancellation fee which I refused and was told to justify over email why I shouldnt pay so she can take to relevant department. I sent my justification my request got logged with manager and accounts who agreed I should not pay anything and also agreed that they can release my line. I was then called again Zama on 08 June 2023 and told that my line would be released by the 30 June 2023, I asked for an email and as per below, email was sent from Zama:

“ Dear Sean

We have received and processed your cancellation request. The request is loaded for the 30-06-2023.

Please note that we require a calendar month notice as per our Terms and Conditions: https://myvodacom.secure.vodacom.co.za/vodacom/terms/fibre/vodacom-fibre

You will receive confirmation as soon as it has been successfully completed.

Kind Regards Zam FTTH Support Team +27 82 1904 “

On 9 June 2023 I wake up to find my internet has been cut. I am in IT and have standby work to do which I was totally inconvenienced to make a plan for on the night. We also invited to guests to our house to watch the UEFA Champions league final on 10 June where our TV is fully dependent on internet to function which turned out as a total embarrassment and disaster for me and my wife. With all my guests around, I had to spend 3 hours of my time on a call with a lady named “Anele” from Customer support who put me on hold over and over while she sits and eats and jokes with her friends in the office pretending like shes working and helping me but doing nothing. Eventually she says she will call me back and doesn't.

Next support consultant i speak to - Buhle from customer support - tells me I cannot get my line back, i need to resign up as a customer. I ask to speak to a manager, response is, “there is nobody from management around”

Since my line got cancelled on 08 June, instead of wasting my time fighting trying it reinstated til 30 June, i rather decided to use the opportunity of released vodacom line to proceed and get signed up with new ISP for R799 internet package for 250mb. I also switched mine and my partners prepaid Vodacom accounts to Telkom and have advised many of our friends and family members NOT to sign up with Vodacom for fibre.

Vodacom is becoming a laughingstock business of South Africa, I am shocked when I looked at your feedback and ratings on Hello Peter, 1 Star, what a joke. So many people are complaining about the same thing yet you guys do nothing about it. This is your money guys dont you realize. When will you take your business and customers serious, maybe when its too late.

Sean ***