MW
Mark W
1 reviews | Active since Mar 2017
20 Nov 2023, 11:34
Vodacom Fiber Frequent Area Outages.
I have had 2 major outages in less than 4 weeks where my internet services were down due to an area outage. No communication goes out, you have to call in and there is no information available regarding the outage, nothing. You need to keep calling in, but the agents never have any information to share. The last outage lasted 36 hours. This morning, another outage and exactly the same, no information, just wait until its up again. Vodacom Fiber used to be excellent, fast and reliable, these days however, it simply is not the case anymore.
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Replies (5)
Vodacom's replyOfficial
20 Nov 2023, 11:58 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
Vodacom's reply20 Nov 2023, 11:58
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
MW
Mark W's updateReviewer Update
20 Nov 2023, 13:08Good Day
Please advise when I will be contacted with actual information as to why there are some many faults currently and when this specific fault will be resolved?
Please advise when I will be contacted with actual information as to why there are some many faults currently and when this specific fault will be resolved?
MW
Mark W's update20 Nov 2023, 13:08
Reviewer Update
Good Day
Please advise when I will be contacted with actual information as to why there are some many faults currently and when this specific fault will be resolved?
Please advise when I will be contacted with actual information as to why there are some many faults currently and when this specific fault will be resolved?
MW
Mark W's updateReviewer Update
20 Nov 2023, 13:08Good Day
Please advise when I will be contacted with actual information as to why there are some many faults currently and when this specific fault will be resolved?
Please advise when I will be contacted with actual information as to why there are some many faults currently and when this specific fault will be resolved?
MW
Mark W's update20 Nov 2023, 13:08
Reviewer Update
Good Day
Please advise when I will be contacted with actual information as to why there are some many faults currently and when this specific fault will be resolved?
Please advise when I will be contacted with actual information as to why there are some many faults currently and when this specific fault will be resolved?
MW
Mark W's updateReviewer Update
20 Nov 2023, 16:38Yes, I have been phoning every hour to ask for information but there is never any information available, the same is true of every outage. That is simply not good enough, this is the third area outage in less than 3 months and there is still no information from on what the cause of the reoccurring outages are. As I work from home, this is extremely disruptive. I am asking for a serve manager to contact me. The previous two outages were all 24H plus outages. It has been 6.5H since the area outage has been reported and not a thread of information has been provided. I am currently asking for contact information on social media.
MW
Mark W's update20 Nov 2023, 16:38
Reviewer Update
Yes, I have been phoning every hour to ask for information but there is never any information available, the same is true of every outage. That is simply not good enough, this is the third area outage in less than 3 months and there is still no information from on what the cause of the reoccurring outages are. As I work from home, this is extremely disruptive. I am asking for a serve manager to contact me. The previous two outages were all 24H plus outages. It has been 6.5H since the area outage has been reported and not a thread of information has been provided. I am currently asking for contact information on social media.
MW
Mark W's updateReviewer Update
22 Nov 2023, 13:31The fact that you are under the impression the current Vodacom service delivery standards are acceptable is concerning. My problem was "resolved" 14H after it was logged and I am yet to receive any feedback or phone call actually explaining what happened and what was done to resolve it. I was also promised a phone call from a service manager that is still to materialize. No feedback and little to NO communication with the customer, seems like to standard operating procedure for Vodacom. I would also like to know who and how it was determined the issue is resolved, my internet has disconnected again twice today requiring a restart of my hardware to reestablish. I want a call from a service manager to discuss the pathetic customer support and what will be done to stabiles my internet connection.
MW
Mark W's update22 Nov 2023, 13:31
Reviewer Update
The fact that you are under the impression the current Vodacom service delivery standards are acceptable is concerning. My problem was "resolved" 14H after it was logged and I am yet to receive any feedback or phone call actually explaining what happened and what was done to resolve it. I was also promised a phone call from a service manager that is still to materialize. No feedback and little to NO communication with the customer, seems like to standard operating procedure for Vodacom. I would also like to know who and how it was determined the issue is resolved, my internet has disconnected again twice today requiring a restart of my hardware to reestablish. I want a call from a service manager to discuss the pathetic customer support and what will be done to stabiles my internet connection.