Hellopeter
Share Your Experience
SvdL
Sybren van der Leij

1 reviews | Active since Jul 2021

15 Jul 2021, 11:12

Vodacom Faulty Router for Fiber Service

I have a 24 month fiber contract in which Vodacom provides the router. The router provided by Vodacom is faulty and my devices on my wifi struggle to connect. I have reported this issue on multiple occasions to Vodacom over the last 7 months.

I was eventually able to escalate the problem to an escalation officer, mr Justin Boer, who ackowledged the problem and agreed to replace the router. This is recorded in a trouble ticket SR***. This took place on June 4th but Vodacom never followed through, and I never received the replacement. The trouble ticket was closed with an incorrect resolution description (they claim 'service was restored'.

Vodacom refuses to support me if I use my own router, and Vodacom refuses to release me from the contract, meaning I have no choice but to continue to use this faulty service.

0
Replies (2)
Vodacom
Vodacom's reply15 Jul 2021, 13:37
Official
Dear Customer,
 
Thank you for making us aware of your complaint.
 
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
 
***Please note*** Beware of phishing ****s.
 
Vodacom will not contact you via Whatsapp to request your personal details
 
Regards,
 
Vodacom Consumer Website Team 
SvdL
Sybren van der Leij's update15 Jul 2021, 13:50
Reviewer Update
Dear Vodacom, I have spoken to at least 6 different customer consultants during the course of the last 6 months, so speaking to 1 more will make no difference. I need an escalation officer - a real one this time, since the last one 'dissapeared' and stopped responding to emails.