Vodacom does not solve intermittent fibre service problems

Our fibre service is spotty - it goes down regularly without warning, and stays down for as long as it takes for something to happen before it comes up spontaneously, without response from Vodacom, aside from a service request number received via SMS. A technician has called after the service has resumed on two occasions after the service has been restored. Here are seven service requests I have made record of since the fibre line was installed on 27 July 2023: SR*** SR*** SR*** SR*** SR*** SR*** SR***

The last four service requests were registered in the past 52 days. Every service request is a repeat of the same process: the person assisting makes me reboot the ONT Box, the Wifi Router after requiring information about the account, the serial number of the router and so on. A lengthly process every time, where they find nothing wrong with any of the components, or with the fibre line itself, as far as I can tell. On 5 November 2025, the assistant did mention that there was a failure in synchronisation - this is the first time I have ever heard what the problem might be. Does it lie with the ONT Box, the router, or with the fibre line? No technician has ever come to try to find the fault, which recurs with regularity. I have had some of the requests elevated (some interruptions lasted several days) with no response from Vodacom. Vodacom provide no other access for their clientele besides their ISP Fibre Line Help Centre, and there one gets to speak only to assistants who are apologetic for the service interruption, but who can do nothing about it. I do NOT expect them to be able to help immediately; I understand that their purpose is to separate genuine problems from perceived problems, and to relay these to the technical people for resolution. This can take 24 hours or more, which seems unacceptable, especially since no technician appears to become involved in solving the problem. Vodacom appears not to care about the quality of service offered. I have been unable to solve or at least ameliorate the intermittent service problem in more than two years since the fibre line was installed; I did not record all the service requests that I made until I realised that this problem was not being resolved. If I could, I would give the service zero stars, not one star as rated above.