Vodacom Fibre

What a painful experience , I am not one to complain and have always rated Vodacom but boy did this ruin it for me and properly!

I relocated from JHB to Ballito and the estate I decided to stay in only makes use of vodacom for fibre ( at first I thought great as I am an existing client)

When I got my keys they even had an open day here where I could sign up and ask questions. All went great this was the 14th of December. A few days later I got an email confirming my order and that everything was in order and I need to confirm installation date.

This was great as i was leaving back to JHB and only moving back to Durban early Jan as I was on leave till then. I booked for the 2nd of Jan at 13h00 got a confirmation email and everything was a go! Great. Then it started ...

I decided to travel to Durban earlier to get the fibre installed as my partner is working from home and could not come join me till the fibre line was in so I decided to head down while on leave.

I left early on the 2nd of Jan to make sure I was in Durban by 13h00 and on the way thought I best check on the installation.

The only number you can contact is ********** , I provided the sales order number and guess what. They can’t confirm my installation only scheduling can, “while can I speak sign scheduling” nope is the answer. Ok , so what good is the call center agent? He simply says some online Installation requests have not pulled through so he will log a SR he can’t do more than that!? Really, and guess what they are the only people you can reach???? So , I try for the next 5 hours every hour to call and get updates and every call Centre agent says they will raise the call as “urgent”. No surprise I arrived at my new house at 13h00 and guess what , no contact , no installer nothing!!!! I sat here till 17h00 trying to contact again and some BS from the call center agents.... nothing they can do just log and make the SR urgent.

It is now 11h00 the 3rd of Jan , and not as much as a sms saying something has happened AND the only number for them ********** is “apparently” experiencing high call volumes (30 minutes on hold). Tells me they must be making a lot of promises they can’t keep!

I have now had to cut my vacation short and go to work as I can’t be connected at home and my partner cannot travel down today as planned as she needs to be connected. This has really messed us around.

I have been a loyal client for over 10 years , have 2 cell contracts and business contracts with vodacom. The cell contract up for renewal now is definitely going to be cancelled.

Oh and I got through to the call agent team finally , and the reply... it is with our back office scheduling team still. The “coach” says they are on Skeleton staff until the 7th and that the online platform for booking is not so good (come on your own people say that???) Maybe Vodacom should get them phones as I won’t be buying another one from them.