Urgent Complaint – Service Failure and Request for Contract Cancellation Without Penalty

I entered into a data contract with Vodacom in November 2024, based on the availability of strong and reliable signal coverage in my area. At the time, I consistently received stable internet connectivity with speeds of up to 100 Mbps, which met my expectations and needs.

However, since 5 April 2025, I have been experiencing severe and ongoing connectivity issues. I lodged a support request on 16 April 2025, and was informed that the matter had been escalated to Vodacom’s back office due to the prolonged nature of the issue. I was advised that I would receive feedback within 3 to 5 working days.

To date, the issue remains unresolved. I continue to experience intermittent or non-existent connectivity. When I followed up on 19 May 2025, I was told the original request was still open and that no new request could be logged until it was closed. After speaking to four different agents, I was eventually informed that the tower servicing my area is no longer operational and the repair can take up to 2 years.

I live on a farm with limited coverage and no alternative towers in range to provide equivalent service. This is not just an inconvenience—it presents a real safety risk. In the event of a farm attack or emergency, I am currently unable to make calls or access emergency services due to the degraded signal. This lack of service is unacceptable.

When I requested to cancel my contract on the grounds that the service is no longer being delivered, I was informed I would be liable for a penalty fee. This is deeply concerning, as I am being charged for a service Vodacom is no longer capable of supplying in my area. As the original service infrastructure is no longer functional and no alternative solution is being offered, I believe Vodacom is in breach of contract.

Accordingly, I am requesting immediate cancellation of my contract without penalty, or the urgent restoration of full and reliable service through a viable alternative.

Please treat this matter as urgent. If I do not receive a satisfactory resolution within 7 working days, I will have no option but to escalate the matter to ICASA, the Consumer Protection Office, and other relevant regulatory bodies.