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Cristina C
1 reviews | Active since Aug 2022
03 Nov 2025, 08:36
VidacomFibre - 63 hours after logging call no technician assigned yet - WebAfrica resolved my neighbours issue (same complex) within 24 hours on the weekend!!
On Friday (31 October) afternoon I called Vodacom as my WiFi wasn’t working and the error message indicated a fibre line issue (Vumatel). I received a service number from Vodacom via sms at 17h45, SR***. The agent said it would be assigned and a technician would call within 24/48 hours. On Saturday I called to see if a technician had been assigned and I was a advised they don’t work weekends I need to call back on Monday. I just called and a technician is still not assigned. I was told to wait today for a technician to be assigned as they cannot escalate without the name of a technician. My neighbour who is with WebAfrica called his provider on Saturday and the technicians (Vumatel) were here yesterday and his WiFi has been working since then. He’s was resolved within 24hours during the weekend. I am sitting on 63 hours since I logged a call and a technician still not assigned! Shocking service!
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Replies (3)
Vodacom's replyOfficial
03 Nov 2025, 10:14Dear Customer,
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
Vodacom Consumer Website Team
Vodacom's reply03 Nov 2025, 10:14
Official
Dear Customer,
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
Vodacom Consumer Website Team
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Cristina C's updateReviewer Update
03 Nov 2025, 11:27@vodacom, no call as yet. Called to follow-up on whether a technician has been allocated and the answer was not yet! 66 hours.... The consultant will send the back office and email and said "hopefully a technician will be allocated today" this does not mean they will come out to resolve. Unacceptable, get a technican out by 2pm. I will call back if no-one has reached out by then.
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Cristina C's update03 Nov 2025, 11:27
Reviewer Update
@vodacom, no call as yet. Called to follow-up on whether a technician has been allocated and the answer was not yet! 66 hours.... The consultant will send the back office and email and said "hopefully a technician will be allocated today" this does not mean they will come out to resolve. Unacceptable, get a technican out by 2pm. I will call back if no-one has reached out by then.
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Cristina C's updateReviewer Update
03 Nov 2025, 16:37I received an email from Vumatel at 12h55, Ticket ref ***9, stating they were sending a technician. The wifi is still not working and I have not heard back from Vumatel. The email says to phone Vodacom for updates. I called the Vodacom call centre again.... (12th call since Friday) to follow up and the consultant advised that the ticket still does NOT have an owner so there is no possible way to get an update. It is still waiting on an owner, getting the same 24 to 48 hour script... and how it needs to be allocated and that I need to wait. I do not understand how there is no owner but Vodacom called Vumatel to investigate. I need to know if Vumatel has investigated, what is the issue and when will it be resolved. But to find that out I need to call Vodacom.... ridiculous circle and run around.
It still baffles me that my neighbour contacted his provider (WebAfrica) on Saturday and Vumatel came out on Sunday and the issue was resolved. Residential contract. How does WebAfrica have a better agreement in place and better service.
It still baffles me that my neighbour contacted his provider (WebAfrica) on Saturday and Vumatel came out on Sunday and the issue was resolved. Residential contract. How does WebAfrica have a better agreement in place and better service.
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Cristina C's update03 Nov 2025, 16:37
Reviewer Update
I received an email from Vumatel at 12h55, Ticket ref ***9, stating they were sending a technician. The wifi is still not working and I have not heard back from Vumatel. The email says to phone Vodacom for updates. I called the Vodacom call centre again.... (12th call since Friday) to follow up and the consultant advised that the ticket still does NOT have an owner so there is no possible way to get an update. It is still waiting on an owner, getting the same 24 to 48 hour script... and how it needs to be allocated and that I need to wait. I do not understand how there is no owner but Vodacom called Vumatel to investigate. I need to know if Vumatel has investigated, what is the issue and when will it be resolved. But to find that out I need to call Vodacom.... ridiculous circle and run around.
It still baffles me that my neighbour contacted his provider (WebAfrica) on Saturday and Vumatel came out on Sunday and the issue was resolved. Residential contract. How does WebAfrica have a better agreement in place and better service.
It still baffles me that my neighbour contacted his provider (WebAfrica) on Saturday and Vumatel came out on Sunday and the issue was resolved. Residential contract. How does WebAfrica have a better agreement in place and better service.