Two Weeks Without WiFi, Incorrect Billing and Lost Income Due to Vodacom Negligence

My WiFi stopped working on 24 December. I reported it on 26 December and received a reference number, but nothing happened. I phoned every day, sometimes 2–3 times a day, with no progress.

On 2 January, Vodacom claimed my WiFi had been cut off because a debit order (cancelled 10 years ago) didn’t go off on 29 December. They also claimed my account was 30 days in arrears. I proved I paid on 28 November and explained I didn’t pay for December because I had no service. I eventually paid for December just to move forward, only to be told afterwards that my account was never in arrears.

Vodacom then blamed MetroFibre, but MetroFibre had already closed the ticket on 28 December, confirming everything was fine on their side.

A technician came out last Friday, plugged in a new router, couldn’t get it to connect, unplugged it, and left. No resolution.

After two weeks of this, I escalated through HelloPeter. Only then did Vodacom admit the router was faulty and sent a replacement.

The new router arrived today. I was told it would work immediately — it didn’t. After calling again, they “configured” it and told me to switch it off for 3 hours — still nothing. When I phoned again, I was told it was never configured, and now I must wait 24–48 hours for someone to be assigned, and then more days for resolution.

To make matters worse, my daughter works online and because of this ongoing outage, she lost a job opportunity and lost income, as we could not afford to keep buying mobile data.

This entire experience has been unacceptable — constant contradictions, incorrect billing, no accountability, and more than two weeks without the service I am paying for.