1 reviews | Active since Aug 2017
Very poor service from Vodacom after FTTH relocation
I had my Vodacom fiber contract now for almost a year. I had great service from Vodacom when I took out the contract. When I had to move 4 months later, the service was also very good and the relocation was done very fast.
I then bought a new townhouse and app**** for relocation to my new house. I filled in all the paperwork and the relocation was organised. Vumatel contacted me on the 28/01/2020 and we made the appointment for 31/01/2020. The same day (28/01/2020) Vumatel contacted me again and said that they first had to do provisioning on my fiber line before the day of installation. They said they will be at my house at 15:45 on 28/01/2020. They never pitched for that appointment.
On 31/01/2020 Vumatel came and did the installation, and after the installation took place, they informed me that they need to provision the line, but they need to send out another person to do this. They assured me that it will happen in 24 hours. On 02/02/2020 I received communcation from Vumatel that my line is now fully installed and active. But my internet was still not active. I called Vodacom on 02/02/2020 to inform them of this. I spoke to a consultant at the FTTH customer care, he took all my information and said he will contact Vumatel and come back to me. Today is the 05/02/2020, still no contact from him.
On 03/02/2020, after hearing nothing from Vodacom, I sent an email to they FTTH Customer care and told them the whole story. I service request was created but nothing else happened. No contact whatsoever. This morning, I sent an email again, refering to the previos email, and told them that my internet was still not active. The service request was created but that is all, no contact from Vodacom. I then decided to call the customer care centre again tonight. I told the consultant the whole story again, and she basically just went mute. The call was not dropped, but nobody was talking to me anymore. I kept the call on for another 2 minutes, and it was just kept on mute.
So, I am currently paying for a service that I am unable to use, and it does not seem as if Vodacom is in any hurry to solve my problem, as I do not even get responses other that the system generated responses.
I need my internet for my work. I am a software developer and I need to work in the evenings when I am not at the office, but I can not, as I have no internet.
I tweeted yesterday to Vodacom and someone from the social media team contacted me and said he will raise my issue with the fiber team first thing this morning and come back to me. No contact has been made.
So, I have now phoned the call center twice, logged 2 service requests via email, complained and got a generic response on hellopeter and tried twitter. Still, they do not seem interested in resolving my query. What can I try next?
I tweeted yesterday to Vodacom and someone from the social media team contacted me and said he will raise my issue with the fiber team first thing this morning and come back to me. No contact has been made.
So, I have now phoned the call center twice, logged 2 service requests via email, complained and got a generic response on hellopeter and tried twitter. Still, they do not seem interested in resolving my query. What can I try next?