Unfulfilled Promises: Vodacom's Poor Service and Unresolved 5G Connectivity Issues

My parents recently subscribed to a 3-year contract with Vodacom, which included a 5G router, promising download speeds of up to 100 Mbps and a data cap of 2 terabytes per month. However, from the very start, the service has been far from what was advertised. The salesperson did not conduct a signal test to determine if 5G connectivity would work in the area where my parents live. As a result, their internet speed is severely disappointing, often averaging around 2 Mbps and rarely exceeding 10 Mbps, making it nearly unusable.

After realizing the poor performance, my parents contacted Vodacom’s customer service for assistance. While the technical team did investigate, they concluded that there was nothing they could do to improve the situation. When my parents returned to the Vodacom store for further help, they were met with rudeness from the sales representative, who dismissively told them, “It is what it is” and suggested buying an expensive signal booster. This response was not only unhelpful but also deeply frustrating, especially given that my parents are retired and cannot afford such additional costs on their limited income.

To make matters worse, Vodacom informed my parents that they could cancel the contract, but only if they paid an extensive cancellation fee. This is adding insult to injury, as my parents are being asked to pay a hefty amount to escape a contract for a service that was misrepresented from the start. The contract explicitly promises download speeds of 100 Mbps, yet my parents are left with a subpar connection and no viable solutions from Vodacom. The fact that no coverage test was conducted beforehand is inexcusable. It is unfair and unprofessional to lock customers into a long-term contract without ensuring the service can be delivered as advertised. My parents are now stuck paying for a product they cannot effectively use, which is both financially and emotionally taxing.

Vodacom, please reach out to me should you wish to see screenshots from the multiple speed tests we conducted. These provide clear evidence of the ongoing issues and the significant gap between what was promised and the actual service delivered.