************ business practices – Stay away from Vodacom Fiber

This has to be the worst experience I have had with simply trying to get connected. I apply online to get Vodacom to be my ISP for Vumatel Fiber, I specifically choose them because of false adverti*****t on their website stating that of you choose them, you would get free LTE for a month while waiting for fiber installation. And I thought, yep, I can quickly get connected, and the biggest mistake of my life. Following several phone calls etc, 2-3 weeks later, I still got nothing from Vodacom, Vumatel Fibber had been installed at the premises over a year ago from the previous tenant, so I just needed Vodacom to come through actually as an ISP.

I try and find out about the free LTE, first from the Sales division, and I am given a long story that, it will actually take ko9nger than the fiber so no use, basically being put off the idea, cause it was false adverti*****t in the very first place. The technical division at least comes out straight and tell me, that actually that was a lie, sales people make promises they cannot keep, basically making it clear that there wont be any LTE that I will be getting as per their website https://www.vodacom.co.za/vodacom/services/internet/vodacom-fibre?cid=DI_lwys_10_lckr_7451.

On the third week I am fed up and call to cancel order, mind you nothing has been done, no router has been delivered, no connection, Vodacom has done nothing for me at this point. Vumatel emails to confirm that the Fiber has been not transferred to my name and I can proceed with my chosen service provider, I made the biggest mistake of telling them the Object Number when I called to cancel the order as I was going to a new service provider. The [person proceeds to capture the ONT, now ensuring that no other service provider can service me.

My cancellation is capture and I am told someone will call me within 24-48 hours, this is now the 13th November, I speak to 6 different people, one time spending 4 hours being moved from sales to technical department and back. With different people acknowledging that they seen my cancelation request, and have escalated it to back office for Sofia who will call to confirm. I had to call every single day, with someone telling me I need to give them a 30 day notice and pay cancellation, for what? For services never received? They never connected me, never delivered anything to me, but I have to pay them, or be promised than first thing at 8am someone will call me while on the phone with back office to sort it out, this went on for days. Now my other service provider, is wiling to get me connected and deliver the router the next day, they suddenly got stuck cause Vodacom has not released the ONT. I called Vumatel and they advised me to give a specific reference number to Vodacom and request them to release the ONT so another ISP can connect me. Which I did and no luck, every other call has been met with, we cant get to back office, Sofia has to contact you, we can only email her so she can give you feedback, this is Monday 19 November, I have been chasing this cancelation since 13 November,

Afrihost, on the other hand were very prompt I called them one day, after completing an online application, they acknowledged receipt of my application, prepared to send delivery of router, and were R200 cheaper for the same service. Friday 16th November, merely 3 days after I contacted them, they delivered my router. Which is now sitting at home waiting for Vodacom to release the ONT so I can get internet, which is simply what I wanted in the first place nothing else. Now I am held hostage by Vodacom, they won’t release the ONT and I cant get connected, after they stuffed up the process and wasted my time, now they wont let another service provider service me, I don’t even have a contract with them. This is unacceptable at every level, if they want to be competitive, deliver the service in the first place, instead of holding customer hostage. I currently have then as s service provider for three contracts, which I will be moving to a new provider.

Afrihost are not the best Fibre provider for nothing, they are good... their customer service is awesome.