KR
Kevin R
1 reviews | Active since Apr 2024
15 Aug 2025, 02:03
Vodacom Fiber Disaster – Promised Speeds Not Delivered, Support Fails”
I am extremely disappointed with the service I have received from Vodacom Fiber (***-821965). Here is the full timeline of events:
- 7 August 2025: I reported that my fiber line was performing extremely slowly, particularly in the evenings, but also during the day. The call center agent tested the system, reviewed the line history, and confirmed that the service was not working properly. He said the line needed to be escalated to the back office for a 72-hour test and that I might need a new modem, as the current one is old and was not replaced during contract renewal.
- Despite this escalation, no feedback was given, and I received no confirmation that the system was tested. Instead, a service technician was sent without prior notice. On a Saturday visit, he claimed nothing was wrong. I explained that the line was working but performing very poorly. He promised to call me personally on Monday to follow up—no call was received, and the file was closed without resolution.
- 15 August 2025, around 9:00 PM: The internet completely shut down. Only the modem power button was working; no service lights were active. I attempted to contact the Vodacom Fiber Helpline repeatedly over more than two and a half hours, but no agent answered, even though the service was open.
This ongoing failure demonstrates: - Complete lack of follow-through from Vodacom agents and back office - Poor communication and disregard for instructions given by call center staff - Passing the problem to service technicians without resolving it - Total neglect of client needs and business operations
We run a business that relies on a consistent 100 Mbps by 100 Mbs fiber connection, including at night. Vodacom’s repeated negligence is disrupting our operations and is completely unacceptable.
I request urgent action to: 1. Properly test the fiber line immediately 2. Replace any faulty or outdated equipment 3. Communicate clearly on corrective actions 4. Ensure accountability to prevent this from happening again
Vodacom must take this complaint seriously and resolve it immediately.
Helpful (0)
Replies (9)0
Replies (9)
Vodacom's replyOfficial
15 Aug 2025, 07:10Dear 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
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
Vodacom's reply15 Aug 2025, 07:10
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
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
KR
Kevin R's updateReviewer Update
15 Aug 2025, 11:15Thank you for the generic automated message. This is the same response I’ve received in the past — and, as usual, no one from Vodacom will actually call me. I will once again have to phone your call centre myself to try to resolve the problem.
Please don’t insult the intelligence of your customers with promises you have no intention of keeping. This “we’ll contact you in due course” line is meaningless when there is no follow-through.
Everyone who calls your customer service to report a problem quickly sees the real issue — the level of knowledge among many of your agents is extremely poor. In the past, there were people who could genuinely assist, but now it’s mostly agents who simply take down information and pass it along to someone else. They will not run any tests, they do not check anything in real time, and they offer no real advice. Speaking to them is like pulling teeth. They don’t seem interested in resolving the problem — only in documenting it and passing it along.
This is not the first time I’ve dealt with this lack of service. Vodacom does not appear to have a proper customer service process in place, and the reality is that your automated responses do nothing to assist the customer.
Please don’t insult the intelligence of your customers with promises you have no intention of keeping. This “we’ll contact you in due course” line is meaningless when there is no follow-through.
Everyone who calls your customer service to report a problem quickly sees the real issue — the level of knowledge among many of your agents is extremely poor. In the past, there were people who could genuinely assist, but now it’s mostly agents who simply take down information and pass it along to someone else. They will not run any tests, they do not check anything in real time, and they offer no real advice. Speaking to them is like pulling teeth. They don’t seem interested in resolving the problem — only in documenting it and passing it along.
This is not the first time I’ve dealt with this lack of service. Vodacom does not appear to have a proper customer service process in place, and the reality is that your automated responses do nothing to assist the customer.
KR
Kevin R's update15 Aug 2025, 11:15
Reviewer Update
Thank you for the generic automated message. This is the same response I’ve received in the past — and, as usual, no one from Vodacom will actually call me. I will once again have to phone your call centre myself to try to resolve the problem.
Please don’t insult the intelligence of your customers with promises you have no intention of keeping. This “we’ll contact you in due course” line is meaningless when there is no follow-through.
Everyone who calls your customer service to report a problem quickly sees the real issue — the level of knowledge among many of your agents is extremely poor. In the past, there were people who could genuinely assist, but now it’s mostly agents who simply take down information and pass it along to someone else. They will not run any tests, they do not check anything in real time, and they offer no real advice. Speaking to them is like pulling teeth. They don’t seem interested in resolving the problem — only in documenting it and passing it along.
This is not the first time I’ve dealt with this lack of service. Vodacom does not appear to have a proper customer service process in place, and the reality is that your automated responses do nothing to assist the customer.
Please don’t insult the intelligence of your customers with promises you have no intention of keeping. This “we’ll contact you in due course” line is meaningless when there is no follow-through.
Everyone who calls your customer service to report a problem quickly sees the real issue — the level of knowledge among many of your agents is extremely poor. In the past, there were people who could genuinely assist, but now it’s mostly agents who simply take down information and pass it along to someone else. They will not run any tests, they do not check anything in real time, and they offer no real advice. Speaking to them is like pulling teeth. They don’t seem interested in resolving the problem — only in documenting it and passing it along.
This is not the first time I’ve dealt with this lack of service. Vodacom does not appear to have a proper customer service process in place, and the reality is that your automated responses do nothing to assist the customer.
KR
Kevin R's updateReviewer Update
18 Aug 2025, 10:32Subject: Urgent Complaint: Unattended Fiber Fault Since 7th August
Vodacom Fiber Support Team,
I am writing to formally raise a complaint regarding the handling of my fiber connection issue, which has been unresolved for an unacceptable duration.
Timeline of Events:
- 7th August: I first reported issues with my fiber connection.
- 14th August: The service stopped working entirely.
- 15th August: I reported the issue again.
- 18th August: I contacted your helpline twice.
- First call: Escalated to an expert agent, promised callback within 15 minutes, which did not occur.
- Second call: Spoke with Kaelin, who escalated to expert agent Tyreek. Tyreek confirmed the fault is a 16-way splitter that requires replacement, after which a technician visit would be scheduled.
According to Kaelin, a work order was only generated on 17th August, despite multiple reports and your team being aware of the exact fault. At no point was I notified about the progress, delays, or actions being taken.
Impact:
This delay has left me without fiber service unnecessarily, causing inconvenience and disruption. The lack of communication and follow-through is highly disappointing and falls short of acceptable service standards.
Resolution Requested:
1. Immediate scheduling of the technician visit to replace the faulty 16-way splitter.
2. Clear communication of expected timelines.
3. An explanation for the lack of response between 7th and 17th August.
4. Compensation for the prolonged service disruption.
And i suspect this only got attended to because of reached out to Facebook and a kind lady by name of Thembi called me and helped experdite.
Truly your agents that handle customer service have become like Vodacom bosses, arrogant and with a dont care attitude. Not to worry regional providers are saturating the market, with customer care as rheir focus.
And i suspect this only got attended to because of reached out to Facebook and a kind lady by name of Thembi called me and helped experdite.
Truly your agents that handle customer service have become like Vodacom bosses, arrogant and with a dont care attitude. Not to worry regional providers are saturating the market, with customer care as rheir focus.
KR
Kevin R's update18 Aug 2025, 10:32
Reviewer Update
Subject: Urgent Complaint: Unattended Fiber Fault Since 7th August
Vodacom Fiber Support Team,
I am writing to formally raise a complaint regarding the handling of my fiber connection issue, which has been unresolved for an unacceptable duration.
Timeline of Events:
- 7th August: I first reported issues with my fiber connection.
- 14th August: The service stopped working entirely.
- 15th August: I reported the issue again.
- 18th August: I contacted your helpline twice.
- First call: Escalated to an expert agent, promised callback within 15 minutes, which did not occur.
- Second call: Spoke with Kaelin, who escalated to expert agent Tyreek. Tyreek confirmed the fault is a 16-way splitter that requires replacement, after which a technician visit would be scheduled.
According to Kaelin, a work order was only generated on 17th August, despite multiple reports and your team being aware of the exact fault. At no point was I notified about the progress, delays, or actions being taken.
Impact:
This delay has left me without fiber service unnecessarily, causing inconvenience and disruption. The lack of communication and follow-through is highly disappointing and falls short of acceptable service standards.
Resolution Requested:
1. Immediate scheduling of the technician visit to replace the faulty 16-way splitter.
2. Clear communication of expected timelines.
3. An explanation for the lack of response between 7th and 17th August.
4. Compensation for the prolonged service disruption.
And i suspect this only got attended to because of reached out to Facebook and a kind lady by name of Thembi called me and helped experdite.
Truly your agents that handle customer service have become like Vodacom bosses, arrogant and with a dont care attitude. Not to worry regional providers are saturating the market, with customer care as rheir focus.
And i suspect this only got attended to because of reached out to Facebook and a kind lady by name of Thembi called me and helped experdite.
Truly your agents that handle customer service have become like Vodacom bosses, arrogant and with a dont care attitude. Not to worry regional providers are saturating the market, with customer care as rheir focus.
KR
Kevin R's updateReviewer Update
18 Aug 2025, 15:03🔵 Additional Supporting Statement (18th August):
During my call with Vodacom Fiber Customer Care at 2:45 p.m today18 Aug 2025,my 3rd call ., I spoke with an agent named Phaldie. He informed me that every time my case is handed from one “expert agent” to another, it delays the process further instead of moving it forward. In one day, the matter has already shifted hands multiple times, which highlights severe inefficiency in your internal system.
Your system itself is deeply flawed. Even after entering my ID number at the beginning of the call, it does not reflect on your agents’ systems, forcing me to repeat all my details every time. This creates an unnecessarily frustrating and time-wasting “dance routine” for customers who are already waiting for help.
To add further to the poor experience:
- Kayleen, the agent I spoke with in the morning of 18th August, promised to call me back with an update on whether a technician would be sent out that day or the next. She never called back, and no notes were left on the system regarding my case.
- As a result, I have been left waiting indefinitely with zero updates.
- According to Phaldie, the matter is now being “escalated” to his manager Cheslyn. However, based on the repeated lack of accountability and communication so far, I have no confidence that Cheslyn will even bother contacting me.
This handling has turned into a complete circus, with Vodacom displaying utterly poor service delivery, lack of responsibility, and internal disorganization. Despite being aware of the problem for a considerable time, your team has failed to:
1. Notify me of delays or actions being taken.
2. Assign a technician in a timely manner.
3. Provide consistent or reliable communication.
This level of service is unacceptable and demonstrates a disregard for paying customers.
During my call with Vodacom Fiber Customer Care at 2:45 p.m today18 Aug 2025,my 3rd call ., I spoke with an agent named Phaldie. He informed me that every time my case is handed from one “expert agent” to another, it delays the process further instead of moving it forward. In one day, the matter has already shifted hands multiple times, which highlights severe inefficiency in your internal system.
Your system itself is deeply flawed. Even after entering my ID number at the beginning of the call, it does not reflect on your agents’ systems, forcing me to repeat all my details every time. This creates an unnecessarily frustrating and time-wasting “dance routine” for customers who are already waiting for help.
To add further to the poor experience:
- Kayleen, the agent I spoke with in the morning of 18th August, promised to call me back with an update on whether a technician would be sent out that day or the next. She never called back, and no notes were left on the system regarding my case.
- As a result, I have been left waiting indefinitely with zero updates.
- According to Phaldie, the matter is now being “escalated” to his manager Cheslyn. However, based on the repeated lack of accountability and communication so far, I have no confidence that Cheslyn will even bother contacting me.
This handling has turned into a complete circus, with Vodacom displaying utterly poor service delivery, lack of responsibility, and internal disorganization. Despite being aware of the problem for a considerable time, your team has failed to:
1. Notify me of delays or actions being taken.
2. Assign a technician in a timely manner.
3. Provide consistent or reliable communication.
This level of service is unacceptable and demonstrates a disregard for paying customers.
KR
Kevin R's update18 Aug 2025, 15:03
Reviewer Update
🔵 Additional Supporting Statement (18th August):
During my call with Vodacom Fiber Customer Care at 2:45 p.m today18 Aug 2025,my 3rd call ., I spoke with an agent named Phaldie. He informed me that every time my case is handed from one “expert agent” to another, it delays the process further instead of moving it forward. In one day, the matter has already shifted hands multiple times, which highlights severe inefficiency in your internal system.
Your system itself is deeply flawed. Even after entering my ID number at the beginning of the call, it does not reflect on your agents’ systems, forcing me to repeat all my details every time. This creates an unnecessarily frustrating and time-wasting “dance routine” for customers who are already waiting for help.
To add further to the poor experience:
- Kayleen, the agent I spoke with in the morning of 18th August, promised to call me back with an update on whether a technician would be sent out that day or the next. She never called back, and no notes were left on the system regarding my case.
- As a result, I have been left waiting indefinitely with zero updates.
- According to Phaldie, the matter is now being “escalated” to his manager Cheslyn. However, based on the repeated lack of accountability and communication so far, I have no confidence that Cheslyn will even bother contacting me.
This handling has turned into a complete circus, with Vodacom displaying utterly poor service delivery, lack of responsibility, and internal disorganization. Despite being aware of the problem for a considerable time, your team has failed to:
1. Notify me of delays or actions being taken.
2. Assign a technician in a timely manner.
3. Provide consistent or reliable communication.
This level of service is unacceptable and demonstrates a disregard for paying customers.
During my call with Vodacom Fiber Customer Care at 2:45 p.m today18 Aug 2025,my 3rd call ., I spoke with an agent named Phaldie. He informed me that every time my case is handed from one “expert agent” to another, it delays the process further instead of moving it forward. In one day, the matter has already shifted hands multiple times, which highlights severe inefficiency in your internal system.
Your system itself is deeply flawed. Even after entering my ID number at the beginning of the call, it does not reflect on your agents’ systems, forcing me to repeat all my details every time. This creates an unnecessarily frustrating and time-wasting “dance routine” for customers who are already waiting for help.
To add further to the poor experience:
- Kayleen, the agent I spoke with in the morning of 18th August, promised to call me back with an update on whether a technician would be sent out that day or the next. She never called back, and no notes were left on the system regarding my case.
- As a result, I have been left waiting indefinitely with zero updates.
- According to Phaldie, the matter is now being “escalated” to his manager Cheslyn. However, based on the repeated lack of accountability and communication so far, I have no confidence that Cheslyn will even bother contacting me.
This handling has turned into a complete circus, with Vodacom displaying utterly poor service delivery, lack of responsibility, and internal disorganization. Despite being aware of the problem for a considerable time, your team has failed to:
1. Notify me of delays or actions being taken.
2. Assign a technician in a timely manner.
3. Provide consistent or reliable communication.
This level of service is unacceptable and demonstrates a disregard for paying customers.
KR
Kevin R's updateReviewer Update
19 Aug 2025, 09:58On 7 August 2025, I experienced the first major issue with my Vodacom fiber connection. On 15 August 2025, the fiber service stopped working completely. Technicians were dispatched but did not resolve the problem. After repeated follow-ups, on 19 August 2025, Vodacom finally admitted that the fault lies on their own infrastructure – specifically a cabling fault on the public road/junction box – affecting all Vodacom fiber users in my road.
For several days, Vodacom agents and technicians misled me into believing the issue was with my line or modem, when they already knew the real problem was on their side. This caused wasted time, unnecessary technician visits, and extreme frustration.
The fiber service has been unreliable for months, and now completely down since 15 August, yet customers are still being billed in full. Vodacom has proven itself to be a dishonest and unreliable service provider, with employees who withhold the truth and mislead customers.
Disgusting, truly disturbing trend of dishonesty from Vodacom and it's employees.
For several days, Vodacom agents and technicians misled me into believing the issue was with my line or modem, when they already knew the real problem was on their side. This caused wasted time, unnecessary technician visits, and extreme frustration.
The fiber service has been unreliable for months, and now completely down since 15 August, yet customers are still being billed in full. Vodacom has proven itself to be a dishonest and unreliable service provider, with employees who withhold the truth and mislead customers.
Disgusting, truly disturbing trend of dishonesty from Vodacom and it's employees.
KR
Kevin R's update19 Aug 2025, 09:58
Reviewer Update
On 7 August 2025, I experienced the first major issue with my Vodacom fiber connection. On 15 August 2025, the fiber service stopped working completely. Technicians were dispatched but did not resolve the problem. After repeated follow-ups, on 19 August 2025, Vodacom finally admitted that the fault lies on their own infrastructure – specifically a cabling fault on the public road/junction box – affecting all Vodacom fiber users in my road.
For several days, Vodacom agents and technicians misled me into believing the issue was with my line or modem, when they already knew the real problem was on their side. This caused wasted time, unnecessary technician visits, and extreme frustration.
The fiber service has been unreliable for months, and now completely down since 15 August, yet customers are still being billed in full. Vodacom has proven itself to be a dishonest and unreliable service provider, with employees who withhold the truth and mislead customers.
Disgusting, truly disturbing trend of dishonesty from Vodacom and it's employees.
For several days, Vodacom agents and technicians misled me into believing the issue was with my line or modem, when they already knew the real problem was on their side. This caused wasted time, unnecessary technician visits, and extreme frustration.
The fiber service has been unreliable for months, and now completely down since 15 August, yet customers are still being billed in full. Vodacom has proven itself to be a dishonest and unreliable service provider, with employees who withhold the truth and mislead customers.
Disgusting, truly disturbing trend of dishonesty from Vodacom and it's employees.
KR
Kevin R's updateReviewer Update
19 Aug 2025, 13:12I was told line will be fixed today 19 August 2025,by their Fibre fault dept, lets see if they actually can fulfill their promises, its after 1pm, fibre still down.
KR
Kevin R's update19 Aug 2025, 13:12
Reviewer Update
I was told line will be fixed today 19 August 2025,by their Fibre fault dept, lets see if they actually can fulfill their promises, its after 1pm, fibre still down.
KR
MY FIBRE IS STILL NOT WORKING VODACOM
Kevin R's updateReviewer Update
19 Aug 2025, 14:14- 📌 Date: 19 August 2025
⏰ Time: 1:45 PM
Received SMS from Vodacom fiber technician (Ref: EC-21MN-176D2N) claiming fiber issue resolved. Turned on fiber box – no link light, no internet light, internet still off. Contacted Vodacom fiber support; spoke to Abigail (internal employee), explained issue from 7 August, internet stopped 15 August, still unresolved. Abigail escalated to manager Cheslyn after previous agent Phaldie and Cheslyn didn’t respond. Follow-up emails sent; problem remains unresolved.
This reflects poor Vodacom service: lack of accountability, false reporting, client frustration, and internal employees operating without structure. Documentation shows systemic failure from call center to management to technicians.
MY FIBRE IS STILL NOT WORKING VODACOM
KR
Kevin R's update19 Aug 2025, 14:14
Reviewer Update
- 📌 Date: 19 August 2025
⏰ Time: 1:45 PM
Received SMS from Vodacom fiber technician (Ref: EC-21MN-176D2N) claiming fiber issue resolved. Turned on fiber box – no link light, no internet light, internet still off. Contacted Vodacom fiber support; spoke to Abigail (internal employee), explained issue from 7 August, internet stopped 15 August, still unresolved. Abigail escalated to manager Cheslyn after previous agent Phaldie and Cheslyn didn’t respond. Follow-up emails sent; problem remains unresolved.
This reflects poor Vodacom service: lack of accountability, false reporting, client frustration, and internal employees operating without structure. Documentation shows systemic failure from call center to management to technicians.
MY FIBRE IS STILL NOT WORKING VODACOM
KR
Kevin R's updateReviewer Update
19 Aug 2025, 14:17Subject: Urgent: Fiber Service Issue – Junction Box Fault
Hello Peter,
You have my email address and cell phone number. You could WhatsApp me, call me, SMS me, or email me – but you have done none of these. Why are you blaming me for missed communication?
The fault is on your side. Your junction box is broken, preventing my fiber connection. Fix your junction box so I can have fiber service. Do not shift blame to the customer because you failed to reach me. I am employed and cannot drop everything every time you decide to contact me.
Please address the real problem: your broken junction box, your technician who cannot resolve the issue, and your internal staff who are failing to handle customer service properly.
I expect this issue to be resolved promptly.
Hello Peter,
You have my email address and cell phone number. You could WhatsApp me, call me, SMS me, or email me – but you have done none of these. Why are you blaming me for missed communication?
The fault is on your side. Your junction box is broken, preventing my fiber connection. Fix your junction box so I can have fiber service. Do not shift blame to the customer because you failed to reach me. I am employed and cannot drop everything every time you decide to contact me.
Please address the real problem: your broken junction box, your technician who cannot resolve the issue, and your internal staff who are failing to handle customer service properly.
I expect this issue to be resolved promptly.
KR
Kevin R's update19 Aug 2025, 14:17
Reviewer Update
Subject: Urgent: Fiber Service Issue – Junction Box Fault
Hello Peter,
You have my email address and cell phone number. You could WhatsApp me, call me, SMS me, or email me – but you have done none of these. Why are you blaming me for missed communication?
The fault is on your side. Your junction box is broken, preventing my fiber connection. Fix your junction box so I can have fiber service. Do not shift blame to the customer because you failed to reach me. I am employed and cannot drop everything every time you decide to contact me.
Please address the real problem: your broken junction box, your technician who cannot resolve the issue, and your internal staff who are failing to handle customer service properly.
I expect this issue to be resolved promptly.
Hello Peter,
You have my email address and cell phone number. You could WhatsApp me, call me, SMS me, or email me – but you have done none of these. Why are you blaming me for missed communication?
The fault is on your side. Your junction box is broken, preventing my fiber connection. Fix your junction box so I can have fiber service. Do not shift blame to the customer because you failed to reach me. I am employed and cannot drop everything every time you decide to contact me.
Please address the real problem: your broken junction box, your technician who cannot resolve the issue, and your internal staff who are failing to handle customer service properly.
I expect this issue to be resolved promptly.
KR
Kevin R's updateReviewer Update
19 Aug 2025, 14:36So, dear Vodacom, I would actually like to know—when have you ever reached out to a client to explain: this is the problem, this is what we’re facing, this is what we’re doing now? The only communication we ever get from you is: “We tried calling you once”—and that, apparently, counts as your job done. Your customer service ends there.
Dealing with Vodacom as a fiber provider feels like living in a twilight zone. You’re inside your zone, but your customers are standing outside, looking in.
🟦
Dealing with Vodacom as a fiber provider feels like living in a twilight zone. You’re inside your zone, but your customers are standing outside, looking in.
🟦
KR
Kevin R's update19 Aug 2025, 14:36
Reviewer Update
So, dear Vodacom, I would actually like to know—when have you ever reached out to a client to explain: this is the problem, this is what we’re facing, this is what we’re doing now? The only communication we ever get from you is: “We tried calling you once”—and that, apparently, counts as your job done. Your customer service ends there.
Dealing with Vodacom as a fiber provider feels like living in a twilight zone. You’re inside your zone, but your customers are standing outside, looking in.
🟦
Dealing with Vodacom as a fiber provider feels like living in a twilight zone. You’re inside your zone, but your customers are standing outside, looking in.
🟦