VERY VERY DISAPPOINTED CUSTOMER

Vodacom Fiber Service – Detailed History and Complaint IF I COULD GIVE A NEGATIVE STAR I WOULD. DO NOT GO WITH THIS USELESS COMPANY I am submitting a detailed record of my ongoing Vodacom Fiber issues, spanning from 7 August 2025 to 19 August 2025. The purpose of this document is to clearly outline the systemic failures, repeated mismanagement, and the ongoing impact on my work and daily life.

From the outset, my fiber line was performing significantly below the promised 100 Mbps, particularly in the evenings. On 7 August 2025, I reported the poor performance. The call center acknowledged the problem, escalated it to the back office for a 72-hour test, and mentioned a possible need for a new modem. Despite this acknowledgment, no follow-up communication was provided.

By 14 August, the internet stopped working entirely. On 15 August, my connection was completely offline; the modem showed only the power light, with no other activity. Multiple attempts to reach Vodacom Fiber Helpline were unsuccessful. When a technician was eventually sent on a Saturday, it was without notice, and he claimed nothing was wrong. He promised to call personally on Monday, but no call came, and the case was closed without resolution.

17 August marked the generation of a work order to replace a 16-way splitter, despite the fault being known to the team well in advance. Still, no updates or notifications were communicated to me.

On 18 August, multiple interactions highlighted systemic inefficiencies:

Morning: Agent Kayleen promised a callback regarding technician scheduling, which never occurred.

Afternoon: Agent Phaldie explained that repeated hand-offs between “expert agents” actually delay progress instead of resolving the issue. The matter was escalated to manager Cheslyn, though previous escalations had produced no results.

Throughout the day, I was repeatedly required to re-enter my details due to system failures that do not reflect customer ID accurately.

By 19 August, I received an SMS from a technician claiming the issue was resolved (Ref: EC-21MN-176D2N). However, the fiber box still showed no link or internet lights, and the internet remained offline. Contacting Abigail resulted in another escalation to Cheslyn, yet follow-up emails remain unanswered.

The repeated failures can be summarized as follows:

Faulty Equipment:

Broken junction box preventing connectivity.

16-way splitter requiring replacement.

Technician Issues:

Visits without notice.

Failure to identify or repair faults.

False claims of resolution.

Call Center Failures:

Lack of proactive communication.

Agents repeatedly passing the case to others, delaying resolution.

System inefficiencies requiring repeated re-entry of information.

Internal Communication Failures:

Emails claiming a single call attempt, blaming me for missed contact.

No WhatsApp, SMS, or personal calls despite my contact information being available.

Escalations to management yielding no action.

Impact on Customer:

Business disruption, including evening work hours.

Stress, frustration, and wasted time due to lack of accountability.

Loss of confidence in Vodacom’s service delivery.

In conclusion, the entire experience reflects systemic failure at multiple levels: from technicians to call center agents to management. Vodacom has demonstrated ineffective internal processes, poor communication, and failure to take accountability. Immediate action is required to replace faulty equipment, restore stable fiber service, and provide clear, timely updates.