Vodacom deletes my sales order and leaves me offline for alnost 3 weeks and going

I have a contract with Vodacom who is the ISP. The fibre provider is Vumatel. I live in Greenstone Hill, Johannesburg.

1. Since the 6th of June 2022, I have been offline with my fibre. I logged a call with Vodacom on the 6th of June 2022. SR***.

2. Every day I phoned in to Vodacom Fibre customer care to follow up. Even over the weekends. I spoke to round about 20 different people since then. And this is not over exaggerating. All my calls to them should be recorded.

3. Different scenarios came through, 1 being it seems like I am with a different ISP. However, I am paying Vodacom every month for this service and contract we have in place since May 2021 last year.

4. While I was struggling with Vodacom, I tried to get hold of Vumatel people who installed the line at my unit last year as I saved their number. So Vumatel has a outsource contract with Britelink who are the technicians.

5. Britelink send out 2 technicians in the evening to come and have a look what is happening. Please note this is what I organised on the side because Vodacom did not come back to me. This was the 13th of June in the evening. They checked the ONT outside (we live in a complex) and the router and saw that there is power flowing through both ways. They were here for 5minutes. They said they will post on their side to ask Vumatel to reconfigure the ONT outside. Vumatel did, however still offline.

6. The next day 14th of June, Britelink send out 2 other technicians to come and have a look again. I got hold of this area's coordinator by asking 1 of the guys who installed it the previous year to share personal contact details. She then organised the 2 technicians. They also checked and could not find anything wrong. They said I now need to talk to my service provider (Vodacom) to reconfigure my router as well. I phoned into Vodacom again to try and reconfigure it on their side. Still offline.

7. Being desperate as I asked numerous times for a manager at Vodacom to phone me back. And a few people at Vodacom saying they will get back to me but they never did. I always had to follow up. Still am. I decided to log a call to end my contract on the 15th of June 2022. SR***. I work from home, and I can't afford to be offline for such a long period. However, for me to switch over to another ISP my current ISP (Vodacom) needs to release the fibre line. But that is a 30 calendar day process.. so if they can't manage to get my internet up and running I will have to wait 30 days to get fibre again.

8. On the 11th of June 2022 I then also logged a call with Vodacom to credit me for my down time as no one is giving me a solution or a temporary solution until this gets resolved. SR ***.

9. 15th of June 2022 someone closed my offline SR reference SR***. Without resolving anything.

10. Someone at Vodacom Fibre call centre gave me his cell number as he tried to get this resolved. His name is Bobby. Promising me that he will go to any extend to ensure this gets resolved. I sort of got hope. I followed up every day with him as to what is happening because phoning in again to vodacom fibre call centre puts me back to square 1. However, I noticed that he also came to a point where he no longer could assist and he ignored my messages.

11. The 19th of June 2022 I took the liberty to log a new call as the 1st one still remained closed. SR***. Since today no one phoned me to follow up on this call.

12. Yesterday someone from the Fibre Investigation department phoned me called Snetemba Kula. He was following up on the downtime SR number that was logged on the 11th of June. SR***. It took him 5minutes to realise my Sales order on Vodacom's side was deleted by mistake.. hence why I can't be connected. He can't say how or who did it, but it has happened to quite a few customers. He escalated it to the activation department to recreate my sales order. He said he will make it a priority and by today this will be resolved.

13. I phoned in again this morning as no one phoned me with regards to reactivating my sales order. The call centre guy followed up again and escalated it to be resolved asap.

14. Few minutes after a lady phoned me saying she got the request she is completing the sales order application for them to reactivate it. Now I am struggling to get someone to reactivate and for a Vumatel/Britelink technician to come out.

Today it is day 17 for me to be offline. Never in my entire life have I struggled this badly. I feel betrayed, because I put my trust in a ISP - Vodacom to ensure I receive the best service and communication. Which I definitely did not get.

My entire frustration is, I had to follow up every day as from the 6th of June until 21st of June. I am still offline. No manager phoned me. No one followed up on their side. I took the liberty to get hold of Britelink to have a look what is happening. There was no contact details availble to phone someone higher up that is in charge. No temporary solution was given to assist me. There was even a few times where I cried over the phone as I feel helpless and hopeless. Not even can I change to a different ISP in the mean time because it takes 30 days. I have never in my entire life struggled this bad with a service provider. I am so desperate to be back online again however every day goes by and every day there is someone saying this will get resolved today and it never does. Not only is everyone who I have dealt with irritated by me who is following up, or ignoring my calls (people who gave me their personal numbers and promising it will get sorted).

I am not sure if this will get me anywhere, however I am a 110% sure there are other customers who went through the same situation.