Vodacom Fibre: A Masterclass in Incompetence and Customer Disrespect

I cancelled my Vodacom Fibre service on 31 March, not because of the fibre product itself, but entirely due to unacceptable customer service. The agent who handled my call, Nozipho, was rude, dismissive, and dishonest. She promised to revert with a discount offer to resolve the issue — a promise that was never honoured. I had to follow up myself, only to realise she had no intention of coming back to me. To be clear: Vodacom lost a paying customer purely because of one appallingly unprofessional agent. To avoid any disruption to my work, I proactively called before 30 April to confirm that my fibre line (ONT) would be released in time for my new ISP, ensuring a seamless transition. I did everything right. What followed was a complete collapse of operational competence. Since cancelling, I have dealt with multiple agents — including Jennifer, Molebo, Sibongile, Nathaniel Abrahams, Ncumisa, and Gugu — all of whom provided inconsistent, contradictory information. Each call felt like starting from zero. No ownership. No accountability. No urgency. I am now being told that someone within Vodacom simply did not do their job, and as a result, I must wait another 24–72 hours for the ONT to be released — after I had already followed the correct cancellation process and double-checked timelines in advance. I work from home. Without internet, I cannot work. My productivity and income are directly affected by Vodacom’s failure to execute a basic operational task. The worst part? After spending over two hours on calls, I was cut off by Jennifer and Molebo because I refused to hang up until my issue was resolved. That is not customer service — that is outright disrespect. This experience has shown:

A complete lack of internal coordination Agents who are either poorly trained or indifferent Broken processes with real-world consequences for customers Zero accountability once something goes wrong

Vodacom Fibre may sell a decent product, but the customer service is catastrophically bad. If you value your time, your work, or your sanity — think very carefully before signing up.