Vodacom Call Centre and Services Extremely Inefficient

On the 15/16th of November 2023, my fibre line stopped working. I logged a call with Vodacom call Centre on Sunday 19th November 2023. The agent did some tests, and I was told that he will escalate the call to the technical field. The agent tried returning the call the next day, but I was in a meeting for most of the day. I called back the Tuesday and was told the agent was not at work that day and another agent will help me. I called back Wednesday and Thursday speaking to different agents but no one could assist.

Finally on Thursday an agent did assist, and we did many tests and resets on the router and fibre box. The Wi-Fi still did not work. I was told that the router needs to be replaced and was quoted an amount. I either pay the amount or renew my contract.

I chose to renew my contract, as I used Vodacom for 3 years with minimum issues. I was referred to the sales department. The sales agent told me that Vodacom no longer offers 50 meg line. I will need to opt for the 20 meg connection or the 250 meg connection. There was a big price difference and I opted for the 20 meg connection.

The next (Friday) morning, the Wi-Fi worked. Same router, same line. It seems the agents that attended to my ticket were not skilled enough to diagnose what was wrong with my connection and instead pointed to the router being faulty when the router is working 100%.

I called Vodacom back and told them that I did not need the new contract as my line is working again. Instead I was told by the sales agent that there is a Black Friday special where I can get the 250 meg connection for R799, which is R50 more than my current connection. I opted for this and was told it needs to be processed and she will get back to me.

By the afternoon, I had not heard anything and called back. I was referred to the first sales agent who sold me the previous contract. She told me there is no such special and that she spoke to her manager after our last conversation. They can offer the 75 meg connection at R799. I was tired and frustrated and agreed.

On Tuesday, 28th November, I find that I have no connection. When I called Thursday to check, I was told that my line was cancelled and the old connection was not re-instated.

Now I have no connection and I work from home.

This is extremely bad service from a renowned server provider.