GM
Gavin M
1 reviews | Active since Jun 2015
01 Jul 2022, 10:21
Upgrade failure - not compatible rooter for package
Did an upgrade yesterday qoute for my wifi. ***. Told Joseph at upgrades I have Hauwei B618 rooter. He said it is fine. Wifi was working as we still used last data of June yesterday until this morning when new month started. I called upgrades but call was dropped. Called 082135 customer care and I was told the package 250 gb home wifi is not compatible for my wifi rooter. Problem is I need to address and resolve this quickly as we work from home especially my daughter that teaches online. Now we have no wifi and when I call upgrades at vodacom after a minute or 2 the call ends by itself. Can someone assist? It does not help if customer care calls me and want to put me through to upgrades as upgrades calls just ends by itself. I was even told by customer care that upgrades' phone does drop the calls. So please help Vodacom to change the upgrade that failed now so that I can still use my rooter or any other option?
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Replies (7)0
Replies (7)
Vodacom's replyOfficial
01 Jul 2022, 12:41 Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Best regards,
Vodacom's reply01 Jul 2022, 12:41
Official
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Best regards,
GM
Gavin M's updateReviewer Update
02 Jul 2022, 11:06Hi.
No one at Vodacom called me after Vodacom responded to my complain.
I called the whole day long yesterday trying to get through and finally just before 16h00 got through.
I was put through to Joseph who did the upgrade Thurday on a package which is not compatible with existing router I have.
He apologized for giving me the package he did and said he will reverse/cancel the upgrade and see to it that I will have data so that wifi can work again...like to my old package and then do a decent upgrade.
I want this to be sorted asap as we earn income working at home.
I do not see reversal of his upgrade on the app.
My stance are -
1.Why did vodacom not offer me straight out other deals as a loyal customer for years?
2. The deals are - 250gb free router R349 pm or uncapped latest data home lte R449 pm? Now 8 sit with a R560 pm that does not work. Nearly double than what I paid via debit order the 30th June.
3. Cannot understand how a person in upgrades department does not know which rooter is compatible for which packages but the person at customer care knows it.
Please Vodacom get back to me asap on ***about this issue because I am not going to pay the higher amount as statements are coming out soon for a upgrade I wish not to have but to be changed.
4. It comes from incompetence of a worker that does not know which rooter is compatible and which not and not to even have offered me above mentioned options with a rooter. He could not even told me yesterday how he should deal with this now and said I will get sms/email about reversal of upgrade done Thursday afternoon but nothing. He even said he is doing it as we speak.
Please assist and resolve with me asap.
I know something is not right as wifi still dea and app still shows the upgrade data and pricing.
My old package was 120 gig anytime data and 60 gig night data for R299 pm which included some bonus or special data at lower pricing.
No one at Vodacom called me after Vodacom responded to my complain.
I called the whole day long yesterday trying to get through and finally just before 16h00 got through.
I was put through to Joseph who did the upgrade Thurday on a package which is not compatible with existing router I have.
He apologized for giving me the package he did and said he will reverse/cancel the upgrade and see to it that I will have data so that wifi can work again...like to my old package and then do a decent upgrade.
I want this to be sorted asap as we earn income working at home.
I do not see reversal of his upgrade on the app.
My stance are -
1.Why did vodacom not offer me straight out other deals as a loyal customer for years?
2. The deals are - 250gb free router R349 pm or uncapped latest data home lte R449 pm? Now 8 sit with a R560 pm that does not work. Nearly double than what I paid via debit order the 30th June.
3. Cannot understand how a person in upgrades department does not know which rooter is compatible for which packages but the person at customer care knows it.
Please Vodacom get back to me asap on ***about this issue because I am not going to pay the higher amount as statements are coming out soon for a upgrade I wish not to have but to be changed.
4. It comes from incompetence of a worker that does not know which rooter is compatible and which not and not to even have offered me above mentioned options with a rooter. He could not even told me yesterday how he should deal with this now and said I will get sms/email about reversal of upgrade done Thursday afternoon but nothing. He even said he is doing it as we speak.
Please assist and resolve with me asap.
I know something is not right as wifi still dea and app still shows the upgrade data and pricing.
My old package was 120 gig anytime data and 60 gig night data for R299 pm which included some bonus or special data at lower pricing.
GM
Gavin M's update02 Jul 2022, 11:06
Reviewer Update
Hi.
No one at Vodacom called me after Vodacom responded to my complain.
I called the whole day long yesterday trying to get through and finally just before 16h00 got through.
I was put through to Joseph who did the upgrade Thurday on a package which is not compatible with existing router I have.
He apologized for giving me the package he did and said he will reverse/cancel the upgrade and see to it that I will have data so that wifi can work again...like to my old package and then do a decent upgrade.
I want this to be sorted asap as we earn income working at home.
I do not see reversal of his upgrade on the app.
My stance are -
1.Why did vodacom not offer me straight out other deals as a loyal customer for years?
2. The deals are - 250gb free router R349 pm or uncapped latest data home lte R449 pm? Now 8 sit with a R560 pm that does not work. Nearly double than what I paid via debit order the 30th June.
3. Cannot understand how a person in upgrades department does not know which rooter is compatible for which packages but the person at customer care knows it.
Please Vodacom get back to me asap on ***about this issue because I am not going to pay the higher amount as statements are coming out soon for a upgrade I wish not to have but to be changed.
4. It comes from incompetence of a worker that does not know which rooter is compatible and which not and not to even have offered me above mentioned options with a rooter. He could not even told me yesterday how he should deal with this now and said I will get sms/email about reversal of upgrade done Thursday afternoon but nothing. He even said he is doing it as we speak.
Please assist and resolve with me asap.
I know something is not right as wifi still dea and app still shows the upgrade data and pricing.
My old package was 120 gig anytime data and 60 gig night data for R299 pm which included some bonus or special data at lower pricing.
No one at Vodacom called me after Vodacom responded to my complain.
I called the whole day long yesterday trying to get through and finally just before 16h00 got through.
I was put through to Joseph who did the upgrade Thurday on a package which is not compatible with existing router I have.
He apologized for giving me the package he did and said he will reverse/cancel the upgrade and see to it that I will have data so that wifi can work again...like to my old package and then do a decent upgrade.
I want this to be sorted asap as we earn income working at home.
I do not see reversal of his upgrade on the app.
My stance are -
1.Why did vodacom not offer me straight out other deals as a loyal customer for years?
2. The deals are - 250gb free router R349 pm or uncapped latest data home lte R449 pm? Now 8 sit with a R560 pm that does not work. Nearly double than what I paid via debit order the 30th June.
3. Cannot understand how a person in upgrades department does not know which rooter is compatible for which packages but the person at customer care knows it.
Please Vodacom get back to me asap on ***about this issue because I am not going to pay the higher amount as statements are coming out soon for a upgrade I wish not to have but to be changed.
4. It comes from incompetence of a worker that does not know which rooter is compatible and which not and not to even have offered me above mentioned options with a rooter. He could not even told me yesterday how he should deal with this now and said I will get sms/email about reversal of upgrade done Thursday afternoon but nothing. He even said he is doing it as we speak.
Please assist and resolve with me asap.
I know something is not right as wifi still dea and app still shows the upgrade data and pricing.
My old package was 120 gig anytime data and 60 gig night data for R299 pm which included some bonus or special data at lower pricing.
GM
Gavin M's updateReviewer Update
02 Jul 2022, 12:44Hi
I see the cancel order for wifi upgrade is finally on the App...
So when it shows resolved I guess that is when I can call to do a decent upgrade for the wifi.
I see the cancel order for wifi upgrade is finally on the App...
So when it shows resolved I guess that is when I can call to do a decent upgrade for the wifi.
GM
Gavin M's update02 Jul 2022, 12:44
Reviewer Update
Hi
I see the cancel order for wifi upgrade is finally on the App...
So when it shows resolved I guess that is when I can call to do a decent upgrade for the wifi.
I see the cancel order for wifi upgrade is finally on the App...
So when it shows resolved I guess that is when I can call to do a decent upgrade for the wifi.
GM
Gavin M's updateReviewer Update
02 Jul 2022, 13:30Lastly I hope.
Glad Vodacom is doing cancel of upgrade but I do hope Joseph will see to it that I still have data for the wifi like it was prior to upgrade.
I do not know being a loyal client for years why Denise or Joseph did not offer me the deals that pop up when opening the Vodacom App - R349 for 250 gig with router or R449 uncapped home data and router? Hauwei B618 router no longer works for the new home data/lte packages.
I actually hope Vodacom does call me this time round to help me on ***.
Please read upwards to for clarity.
Thx
Glad Vodacom is doing cancel of upgrade but I do hope Joseph will see to it that I still have data for the wifi like it was prior to upgrade.
I do not know being a loyal client for years why Denise or Joseph did not offer me the deals that pop up when opening the Vodacom App - R349 for 250 gig with router or R449 uncapped home data and router? Hauwei B618 router no longer works for the new home data/lte packages.
I actually hope Vodacom does call me this time round to help me on ***.
Please read upwards to for clarity.
Thx
GM
Gavin M's update02 Jul 2022, 13:30
Reviewer Update
Lastly I hope.
Glad Vodacom is doing cancel of upgrade but I do hope Joseph will see to it that I still have data for the wifi like it was prior to upgrade.
I do not know being a loyal client for years why Denise or Joseph did not offer me the deals that pop up when opening the Vodacom App - R349 for 250 gig with router or R449 uncapped home data and router? Hauwei B618 router no longer works for the new home data/lte packages.
I actually hope Vodacom does call me this time round to help me on ***.
Please read upwards to for clarity.
Thx
Glad Vodacom is doing cancel of upgrade but I do hope Joseph will see to it that I still have data for the wifi like it was prior to upgrade.
I do not know being a loyal client for years why Denise or Joseph did not offer me the deals that pop up when opening the Vodacom App - R349 for 250 gig with router or R449 uncapped home data and router? Hauwei B618 router no longer works for the new home data/lte packages.
I actually hope Vodacom does call me this time round to help me on ***.
Please read upwards to for clarity.
Thx
GM
Gavin M's updateReviewer Update
03 Jul 2022, 19:34Please Vodacom read above.its a nightmare dealing with you.
The upgrade for wifi was reversed as Joseph gave me package that does not work on my rooter. The upgrade was reversed BUT the App still shows the reversed canceled upgrades amounts. It is 4 July and by 7 July new statements comes out and I am not going to pay for a reversed upgrade...
My wifi use to be r299 pm and it still shows over r500 as I'd I still have the upgrade and it even shows the upgrade amount of data which was reversed. Client services confirmed it was reversed when I saw it on the app.
Even Thabiso of upgrades confirmed and he offered me the deal with the home lte rooter. R449 pm uncapped and said Saturday I will get sms and email about it and he confirmed address for RAM to deliver rooter. He said I will get mail with the K number for the package BUT received nothing.
He also changed the phone my son uses to R59 per month for 70 minutes airtime but even that I have no confirmation for and also do not see it on the app.
Wifi is ***
Son phone is ***
Please help me.
The upgrade for wifi was reversed as Joseph gave me package that does not work on my rooter. The upgrade was reversed BUT the App still shows the reversed canceled upgrades amounts. It is 4 July and by 7 July new statements comes out and I am not going to pay for a reversed upgrade...
My wifi use to be r299 pm and it still shows over r500 as I'd I still have the upgrade and it even shows the upgrade amount of data which was reversed. Client services confirmed it was reversed when I saw it on the app.
Even Thabiso of upgrades confirmed and he offered me the deal with the home lte rooter. R449 pm uncapped and said Saturday I will get sms and email about it and he confirmed address for RAM to deliver rooter. He said I will get mail with the K number for the package BUT received nothing.
He also changed the phone my son uses to R59 per month for 70 minutes airtime but even that I have no confirmation for and also do not see it on the app.
Wifi is ***
Son phone is ***
Please help me.
GM
Gavin M's update03 Jul 2022, 19:34
Reviewer Update
Please Vodacom read above.its a nightmare dealing with you.
The upgrade for wifi was reversed as Joseph gave me package that does not work on my rooter. The upgrade was reversed BUT the App still shows the reversed canceled upgrades amounts. It is 4 July and by 7 July new statements comes out and I am not going to pay for a reversed upgrade...
My wifi use to be r299 pm and it still shows over r500 as I'd I still have the upgrade and it even shows the upgrade amount of data which was reversed. Client services confirmed it was reversed when I saw it on the app.
Even Thabiso of upgrades confirmed and he offered me the deal with the home lte rooter. R449 pm uncapped and said Saturday I will get sms and email about it and he confirmed address for RAM to deliver rooter. He said I will get mail with the K number for the package BUT received nothing.
He also changed the phone my son uses to R59 per month for 70 minutes airtime but even that I have no confirmation for and also do not see it on the app.
Wifi is ***
Son phone is ***
Please help me.
The upgrade for wifi was reversed as Joseph gave me package that does not work on my rooter. The upgrade was reversed BUT the App still shows the reversed canceled upgrades amounts. It is 4 July and by 7 July new statements comes out and I am not going to pay for a reversed upgrade...
My wifi use to be r299 pm and it still shows over r500 as I'd I still have the upgrade and it even shows the upgrade amount of data which was reversed. Client services confirmed it was reversed when I saw it on the app.
Even Thabiso of upgrades confirmed and he offered me the deal with the home lte rooter. R449 pm uncapped and said Saturday I will get sms and email about it and he confirmed address for RAM to deliver rooter. He said I will get mail with the K number for the package BUT received nothing.
He also changed the phone my son uses to R59 per month for 70 minutes airtime but even that I have no confirmation for and also do not see it on the app.
Wifi is ***
Son phone is ***
Please help me.
Vodacom's replyOfficial
05 Jul 2022, 13:31Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. Our records reflect an upgrade reversal was requested for *** and ***.
Regards Consumer Website Team
Regards Consumer Website Team
Best regards,
Vodacom's reply05 Jul 2022, 13:31
Official
Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. Our records reflect an upgrade reversal was requested for *** and ***.
Regards Consumer Website Team
Regards Consumer Website Team
Best regards,
GM
Gavin M's updateReviewer Update
05 Jul 2022, 17:29And yesterday afternoon I spoke to a Preciuos at upgrades.
She said an reversal for upgrade for *** was done and she will call today at ten to confirm all is well to do the upgrade for the home lte package uncapped data for R449 pm for 24 months. She even spoke to admin to push through the reversal. She took address for delivery of home lte uncapped rooter BUT like she said you will call me at 10 today...she never did.
She said an reversal for upgrade for *** was done and she will call today at ten to confirm all is well to do the upgrade for the home lte package uncapped data for R449 pm for 24 months. She even spoke to admin to push through the reversal. She took address for delivery of home lte uncapped rooter BUT like she said you will call me at 10 today...she never did.
GM
Gavin M's update05 Jul 2022, 17:29
Reviewer Update
And yesterday afternoon I spoke to a Preciuos at upgrades.
She said an reversal for upgrade for *** was done and she will call today at ten to confirm all is well to do the upgrade for the home lte package uncapped data for R449 pm for 24 months. She even spoke to admin to push through the reversal. She took address for delivery of home lte uncapped rooter BUT like she said you will call me at 10 today...she never did.
She said an reversal for upgrade for *** was done and she will call today at ten to confirm all is well to do the upgrade for the home lte package uncapped data for R449 pm for 24 months. She even spoke to admin to push through the reversal. She took address for delivery of home lte uncapped rooter BUT like she said you will call me at 10 today...she never did.