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ISABELLA H. JANSEN VAN VUUREN

1 reviews | Active since Mar 2022

09 Feb 2026, 11:16

Urgent Update and Complaint – New WiFi Router Failure and Outstanding Credits

Vodacom WiFi Department / Management,

This email serves as a further formal complaint and update, referring to all previous communications and complaints regarding our WiFi router and ongoing service failures.

During last week, Vodacom replaced our WiFi router with a new unit. While we initially raised concern that the replacement router did not include a backup ****le (which we previously had), we accepted this, as the ****le had stopped working on the old router and, despite numerous complaints at the time, no follow-up or resolution was ever provided by Vodacom. We therefore left the matter, as it was clear that nothing was being done from Vodacom’s side.

However, this morning, without warning, our new WiFi router stopped working completely, and we once again have no internet connectivity. This comes after we had already been without stable internet for weeks, with service only resuming briefly once the new router was installed last week.

This issue was reported to Vodacom today, and the call was logged by a consultant named Messe. Reference number: SA***

We cannot continue like this.

In addition to the ongoing technical failures, Vodacom has still not provided any written feedback or confirmation regarding credits due to us, despite the fact that we have experienced numerous periods without internet service. Yet, we are expected to continue paying our monthly Vodacom fees of over R5,000 per month — an amount equivalent to someone’s full monthly salary — while services remain unreliable and repeatedly interrupted.

We are completely fed up with Vodacom’s handling of this matter.

We again request:

Urgent resolution of the current WiFi outage.

Written confirmation of all credits due to us for extended periods without service.

A clear explanation of how Vodacom intends to ensure service stability going forward, as repeated router issues are unacceptable.

We expect this matter to be treated with urgency and professionalism.

Isabel JV Vuuren *** ***

0
Replies (3)
Vodacom
Vodacom's reply09 Feb 2026, 14:05
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
IHJVV
ISABELLA H. JANSEN VAN VUUREN's update10 Feb 2026, 07:15
Reviewer Update
Vodacom WiFi Department / Management,
This email serves as a further escalation and formal update, referring to all previous communications and complaints regarding our WiFi router and Vodacom’s continued service failures.
Despite reporting yesterday that our WiFi was down again, our WiFi is still not working today.
From the outset, we have clearly informed Vodacom that we are running our business from home. Sitting without WiFi means we cannot send emails, cannot communicate properly with clients, and cannot operate our business effectively.
As a direct result of Vodacom’s continued incompetence and failure to resolve this matter, we are now facing the risk of losing additional clients. This is unacceptable.
It is apparent that Vodacom does not take this seriously. We have been complaining on and off for months about the poor service from the Vodacom WiFi department, and despite repeated assurances, this problem persists.
We logged another complaint on HelloPeter yesterday, after which we received feedback that a technician would contact us. We are still waiting — please now.
The limited occasions on which Vodacom staff did contact us, the commitments made were never fulfilled. We were consistently forced to send follow-up emails or phone the WiFi department ourselves just to get updates.
We therefore request the following be clearly noted and respected:
  • Please stop making promises on social media about communication that never materialises.
  • I have repeatedly requested not to be contacted telephonically, as Vodacom staff do not keep to what is verbally discussed.
  • All communication must be in writing via email, so that we have proper records and proof of what has been agreed upon.
In addition, we are still awaiting written confirmation from Vodacom regarding credits due to us, covering:
  • The period from 12 January 2026, when our initial complaint was logged,
  • Through to last week, when the replacement router was finally installed,
  • And now again from yesterday, as the new router has stopped working.
Please confirm:
  • What credits are due to us, and
  • When these will be app****, given the repeated and extended service interruptions.
At this stage, we are awaiting serious action from Vodacom — not further apologies, promises, or vague assurances.
Regards,
Isabel JV Vuuren

IHJVV
ISABELLA H. JANSEN VAN VUUREN's update11 Feb 2026, 14:54
Reviewer Update
Update – WiFi Working, Outstanding Credit and ****le Concern
Vodacom WiFi Department / Management,
Referring to our previous communications and complaints:
The Vodacom technician came out yesterday afternoon, and for now the WiFi is working. Thank you for resolving the issue.
However, we are not satisfied that we had to go to such extreme lengths and repeated complaints before receiving assistance. This is not how customer service should function.
Please also note that the new WiFi router did not include a ****le, as we had with the previous router. Although we were previously informed that this model does not come with a ****le, our request was that the replacement router be the same as per our original contract — including the backup ****le functionality. This was specifically requested for backup purposes.
In addition, to date we have still not received any written confirmation regarding the credits due to us from 12 January 2026 (excluding the few days the new router was operational), as well as the additional 2–3 days when the WiFi was again down.
Please provide written feedback regarding the credit due.
Thank you.
Regards,
Isabel JV Vuuren
***