1 reviews | Active since Nov 2012
URGENT COMPLAINT: TWO WEEKS WITHOUT FIBRE SERVICE & APPALLING CUSTOMER SUPPORT (Ref: [SR ***])
URGENT COMPLAINT: TWO WEEKS WITHOUT FIBRE SERVICE & APPALLING CUSTOMER SUPPORT (Ref: [SR ***])
I am writing this complaint as an EXTREMELY FRUSTRATED AND DEEPLY DISSATISFIED customer acting on behalf of my elderly parents. Their Vodacom Fibre service has been completely non-functional for nearly two weeks from the 3rd October till date. This is an UNACCEPTABLE FAILURE OF SERVICE.
A COMPLETE BREAKDOWN OF SERVICE & SUPPORT NO INTERNET FOR TWO WEEKS: My parents have had ZERO internet connectivity for this entire period. They are paying for a service that is NOT being delivered.
MISGUIDED TECHNICAL ADVICE: After multiple calls, Vodacom consultants advised them to purchase a LAN cable. They bought it, only to find it DID NOT RESOLVE THE ISSUE. This was a complete waste of their time and money.
ABYSMAL CALL CENTRE EXPERIENCE: My attempts to resolve this issue from afar have been met with DISRESPECTFUL AND *********** SERVICE:
I was HUNG UP ON multiple times by consultants who asked me to hold the line while checking a reference number. This is UNPROFESSIONAL AND OUTRAGEOUS.
I eventually spoke to a consultant who "promised" to call my parents back to resolve the issue. Given the track record, I have ZERO FAITH this will happen. I am STILL WAITING for feedback.
FAILURE TO DISPATCH A TECHNICIAN: Despite the clear duration and nature of the fault, NO TECHNICIAN HAS BEEN SENT. Consultants are clearly incapable of resolving this remotely, yet Vodacom refuses to escalate the matter appropriately.
MY DEMANDS ARE CLEAR IMMEDIATE RESOLUTION: I demand an EXPERT TECHNICIAN BE DISPATCHED TO THEIR HOME WITHIN 24 HOURS to fix this issue once and for all.
I expect for the entire duration they have been without service should be accounted for and not added on the current statement. We WILL NOT be expected to pay for a service that has NOT BEEN PROVIDED.
ACCOUNTABILITY: I want confirmation of how this utter failure of service will be addressed to prevent other customers from experiencing this TOTAL REGRET I now feel for recommending Vodacom to my family.
I deeply regret advising my parents to choose Vodacom as a service provider. Their promised reliability is a LIE, and the poor service is causing them significant inconvenience and frustration.
I EXPECT AN IMMEDIATE AND CONCRETE RESPONSE TO THIS COMPLAINT.
Thank you for bringing your complaint to our attention.
Please be advised that a consultant will be in touch with you shortly to assist with your query.
⚠️ Important Notice: Beware of phishing ****s. Vodacom will never contact you via WhatsApp to request your personal information.
Kind regards,
Vodacom Consumer Website Team
Thank you for bringing your complaint to our attention.
Please be advised that a consultant will be in touch with you shortly to assist with your query.
⚠️ Important Notice: Beware of phishing ****s. Vodacom will never contact you via WhatsApp to request your personal information.
Kind regards,
Vodacom Consumer Website Team
I am still expressing my continued frustration and deep disappointment regarding the complete lack of progress in resolving my parents’ fibre issue under reference [SR *** ]. Despite my detailed complaint submitted through HelloPeter and your subsequent acknowledgment, no technician has been dispatched, and my parents remain without internet for over two weeks. This is completely unacceptable. Your consultant contacted my parents and attempted to troubleshoot the issue remotely, yet the service remains non-functional. It is evident that this matter cannot and will not be resolved remotely, and the ongoing delays are causing unnecessary distress to my elderly parents who rely on this service daily. At this point, I must emphasize the following:
- This issue has persisted for more than two weeks without resolution, despite multiple engagements.
- Vodacom’s response has been inadequate, consisting only of repeated calls and failed troubleshooting attempts.
- No technician has been sent, despite the clear nature of the problem and multiple requests for escalation.
- My parents continue to pay for a service that has not been delivered, which is both ********* and in breach of the Consumer Protection Act.
- The immediate dispatch of a qualified fibre technician to my parents’ residence.
- A written explanation of why this issue was not escalated earlier and what steps Vodacom is taking to prevent such prolonged service failures in future.
I am still expressing my continued frustration and deep disappointment regarding the complete lack of progress in resolving my parents’ fibre issue under reference [SR *** ]. Despite my detailed complaint submitted through HelloPeter and your subsequent acknowledgment, no technician has been dispatched, and my parents remain without internet for over two weeks. This is completely unacceptable. Your consultant contacted my parents and attempted to troubleshoot the issue remotely, yet the service remains non-functional. It is evident that this matter cannot and will not be resolved remotely, and the ongoing delays are causing unnecessary distress to my elderly parents who rely on this service daily. At this point, I must emphasize the following:
- This issue has persisted for more than two weeks without resolution, despite multiple engagements.
- Vodacom’s response has been inadequate, consisting only of repeated calls and failed troubleshooting attempts.
- No technician has been sent, despite the clear nature of the problem and multiple requests for escalation.
- My parents continue to pay for a service that has not been delivered, which is both ********* and in breach of the Consumer Protection Act.
- The immediate dispatch of a qualified fibre technician to my parents’ residence.
- A written explanation of why this issue was not escalated earlier and what steps Vodacom is taking to prevent such prolonged service failures in future.