VODACOM - BAD SERVICE

From the 14th of September 2025 I had a problem with my internet connection at home. I contacted Vodacom, they advised that they need to send out a technician to my house to do trouble shooting. The technician came to my house the Monday morning and found that my router is faulty. They advised I must buy a new router, which I refused to pay as they never renewed my contract or ever replaced my router in 5 years' time.

So, I contacted customer care, and they advised I can renew my contract for 24 months again then they will replace the router for me. I then did renew my contact for 24 months and asked them to please escalate the matter as I needed the internet to be up and running as soon as possible, as I'm working from home.

They stated that at the most it will take 3 to 5 working days for them to attend and come and replace the router. THAT NEVER HAPPENED!!

Ever sins that ticked was logged I escalated the ticket numerous times, every time they tell me there is no update on the ticket and that they will escalate it again. I never, not once received any feedback from them no matter how many times I phoned them and complained and escalated the matter.

Today on the 25th of September 10days later) I finally had enough of their bad service and excuses! Now they tell me I can't cancel the contract, then I will need to pay in for the cancelation (24-month duration), for a service I never received and for being without Internet for 11 days, witch I'm still paying for. And the renewed contract was only to start at the end of the month.

On the 10th day, after the matter was reported and the contract renewed, now they all of a sudden have a diffident excuse that they need to log a new ticket for the router to be replaced. As the previous ticked was now (all of a sudden) been resolved. If that is the case, why did none of the other people that work, and support customer care clients picked it up??? They just kept on telling me that the ticked was assigned to a technician named Gift, and he never updated the ticket from his side.

This is the worst service I ever had in my life; I've been a loyal customer at Vodacom for more than 20years. unfortunately, that doesn't count for anything anymore!

The ticket nr's is as follows: SO*** SR*** SR***

I would just like to cancel my contract and rather get a different service provider, as I can't see why I must pay for a service that was not delivered. But even that, Vodacom makes impossible!!

So, they force you to stay stuck with a contract that you don't want anymore and that you are not happy with!