1 reviews | Active since Feb 2017
Upgrade is like a downgrade
<p>I upgraded my account in January 2017. This came into effect on 31/January. Since then I have had no access to the LTE/4G network. Prior to 31/January and the upgrade LTE/4G worked flawlessly, both on my old device and the replacement device on the old contract.</p> <p> </p> <p>In thinking it was network related, I used a colleague's Vodacom SIM in the phone and this immediately gets LTE/4G access. This proves there is an issue with the account, it is not a device issue. It can't be a SIM issue as LTE/4G access was working prior to the 31/January switch.</p> <p> </p> <p>I have made several calls to the call centre whose approach is to simply reset and grant access again, but the problem persists. The last call centre agent "put me through to the technical department" which just means "hanging up in 3 ... 2 ... 1...".</p> <p> </p> <p>Why not grant me the network access I signed for?</p> <p> </p> <p>PS: I have requested several callbacks, which is basically just entering your contact details into a void. Why have the feature on your site? I have sent e-mail too, but that apparently winds up in the same void.</p>
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.
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Regards,
Vodacom Consumer Website Team
Best regards,
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,
Good Day Mr Gerard Kues
Thank you for making us aware of your complaint.
We are sorry to hear of the circumstances under which your posting has reached us.
As per our discussion, I have been in contact with you and believe that your matter is now resolved.
I would like to take this opportunity to express our sincerest apologies for any inconvenience that you may have experienced.
Kind Regards
Kulsoem
Vodacom Escalations Support
Best regards,
Good Day Mr Gerard Kues
Thank you for making us aware of your complaint.
We are sorry to hear of the circumstances under which your posting has reached us.
As per our discussion, I have been in contact with you and believe that your matter is now resolved.
I would like to take this opportunity to express our sincerest apologies for any inconvenience that you may have experienced.
Kind Regards
Kulsoem
Vodacom Escalations Support
Best regards,
Hi
Were you the person who called me yesterday, went off to check my account then let the phone call disconnect? I wouldn't call that a discussion or a resolution of the problem.
I don't know who you were in contact with to find out the matter has been resolved, but it couldn't have been me.
Access is still not working. You keep doing the same thing and it doesn't change anything. I am replying to you from a 3G only connection. Can you see the problem with that?
Hi
Were you the person who called me yesterday, went off to check my account then let the phone call disconnect? I wouldn't call that a discussion or a resolution of the problem.
I don't know who you were in contact with to find out the matter has been resolved, but it couldn't have been me.
Access is still not working. You keep doing the same thing and it doesn't change anything. I am replying to you from a 3G only connection. Can you see the problem with that?
Can you call back please? I missed your call due to swapping SIM around.
I have done the manual network selection (Vodacom LTE) with no difference. Occasionally get a "cannot register on this network at this point in time", but repeating it registers on the network and yet still showing only 3G.
I have again tried a colleague's Vodacom SIM and that immediately gets 4G connection.
Can you call back please? I missed your call due to swapping SIM around.
I have done the manual network selection (Vodacom LTE) with no difference. Occasionally get a "cannot register on this network at this point in time", but repeating it registers on the network and yet still showing only 3G.
I have again tried a colleague's Vodacom SIM and that immediately gets 4G connection.
Thanks to Kulsoem for handling my irritated self professionally and for her efforts in getting this through to the relevant department and having the issue resolved. As of this morning full network access is functioning as it was prior to the contract upgrade.
Thanks, Kulsoem. I appreciate your time and effort on this as well as that of the engineering team to get it finally done.
Thanks to Kulsoem for handling my irritated self professionally and for her efforts in getting this through to the relevant department and having the issue resolved. As of this morning full network access is functioning as it was prior to the contract upgrade.
Thanks, Kulsoem. I appreciate your time and effort on this as well as that of the engineering team to get it finally done.
Good Day Mr Gerard Kues
Thank you for making us aware of your complaint.
We are sorry to hear of the circumstances under which your posting has reached us.
As per our discussion, I have been in contact with you and believe that your matter is now resolved.
I would like to take this opportunity to express our sincerest apologies for any inconvenience that you may have experienced.
Kind Regards
Kulsoem
Vodacom Escalations Support
Best regards,
Good Day Mr Gerard Kues
Thank you for making us aware of your complaint.
We are sorry to hear of the circumstances under which your posting has reached us.
As per our discussion, I have been in contact with you and believe that your matter is now resolved.
I would like to take this opportunity to express our sincerest apologies for any inconvenience that you may have experienced.
Kind Regards
Kulsoem
Vodacom Escalations Support
Best regards,