Urgent Complaint – Unresolved Fibre Connectivity Issue Since 21/11/2025

I am writing to express my extreme dissatisfaction with the service I have received regarding our fibre connectivity issue. I have been a loyal customer since 1999, and I have never experienced service as poor as what I am currently facing. Our fibre line (MetroFibre via Vodacom) has been disconnected since 21/11/2025, displaying the error message “can’t connect to the network.” I contacted MetroFibre, who confirmed that Vodacom—as the contract holder—needed to log the fault. I then contacted Vodacom, and a case was logged. By 25/11/2025, after receiving no feedback from Vodacom, I followed up again. I was told a technician would only be available on Friday. However, on Friday I was informed that the issue was actually on MetroFibre’s side and that Vodacom would log the fault with them—something that should have been done days earlier. By 29/11/2025, no one from either Vodacom or MetroFibre had contacted me. When I phoned MetroFibre again, they confirmed that they had already emailed Vodacom on the Friday, stating clearly that the fault lies with Vodacom and must be resolved by them. On 30/11/2025, I spent almost three hours on calls with the Vodacom call centre and a supervisor, receiving promises that the matter would be escalated. I was also told that I, as the customer, am not supposed to be the one following up, yet Vodacom has provided no updates whatsoever. On 01/12/2025, I contacted Vodacom again, only to be placed on hold for over 15 minutes before the call disconnected. The operator was unable to give any information on what Vodacom is doing to resolve the issue, and once again no one returned my call with feedback. At this point, there has been no communication, no update, no resolution, and no accountability, despite repeated attempts from my side. This level of service is unacceptable and far below what I expect from Vodacom after more than two decades as a customer.