Vodacom charging full month’s fibre fees after misleading guidance on address move

I have been a loyal Vodacom customer for more than two decades (mobile) and over five years on fibre, moving my line with Vodacom through three homes.

4 April 2025 – I phoned Vodacom to arrange relocation of my OpenServe fibre line to my new address. • The consultant confirmed OpenServe availability at the new premises. • I received the quotation showing cancellation of the old‑address service and activation at the new address. • A new router was delivered to the new property.

End‑April 2025 – When I called Vodacom to book OpenServe’s installation date, a different consultant rudely advised that Vodacom now requires “a full calendar month’s notice” before any move can be actioned. • This requirement was not disclosed during the original 4 April call. • The matter concerns a change of service address only, not a cancellation.

Despite my contract having converted to month‑to‑month after the initial 24‑month term, Vodacom insists on billing me for the entire month of May 2025 at the previous address, where the service is unusable. My family is therefore forced to rely on mobile data hotspots in our new home at additional cost.

Vodacom’s stance penalises long‑standing customers, contradicts the clear advice given on 4 April, and fails to acknowledge the call recordings that will prove the omission.

Desired Resolution: - Immediate waiver of the fibre charges for May 2025 at the old address. - Expedited relocation of the existing fibre service to the new address without any additional “notice period” fees. - Confirmation that Vodacom’s relocation process and notice requirements are transparently communicated to all customers going forward.

Should Vodacom be unwilling to resolve this fairly, I will terminate all Vodacom services once the May period ends and migrate to another ISP.