Vodacom Fiber, repeated infrastructure failures

Dear Vodacom Support / Customer Care Team,

I am writing to formally complain about an ongoing fiber outage affecting my connection in Parlock, KwaZulu-Natal (Durban area).

My fiber service stopped working at 8:45 p.m. on 9 January. As of 5:00 p.m. on 11 January, the service has still not been restored. This places the outage at approximately 48 hours and counting.

Vodacom has confirmed that this is an area outage affecting multiple clients, yet the only feedback provided is that the issue is “under investigation,” with no estimated time of resolution and no meaningful progress updates.

This is unacceptable.

These outages frequently occur , and it appears that no effective repair capability is available. As a result, customers are left without service for extended periods while continuing to pay for it.

I am paying for a 100 Mbps / 100 Mbps fiber line, yet the service is continuously interrupted. This is not an isolated incident. The Parlock area experiences recurring infrastructure failures, indicating poor maintenance, temporary repairs, or infrastructure that is no longer fit for purpose.

The repeated breakdowns raise serious concerns about:

- The reliability and condition of Vodacom’s fiber infrastructure in this area - The quality and effectiveness of repair work, given the frequency of repeat failures - Whether this area is being treated as a low priority, despite customers paying for premium services

Customers should not be expected to tolerate prolonged outages, vague communication, and a lack of accountability—especially when paying for high-speed fiber services.

I request:

1. A clear explanation of the root cause of this outage 2. A realistic and committed timeline for service restoration 3. Details on permanent infrastructure upgrades or corrective actions planned for the Parlock area 4. Consideration of appropriate compensation for the extended service disruption

The current level of service reflects poorly on Vodacom and suggests a lack of urgency and responsibility toward affected customers.

I expect a prompt and substantive response.