Vodacom Fibre a **** - No service

I am writing to formally lodge a complaint regarding the total loss of my fibre internet service, which has been offline since Monday, 13 April.

Despite numerous attempts to resolve this, I have faced a complete lack of accountability and transparent communication from Vodacom. My experience over the last few days is summarized below:

Service Outage & Lack of Timeline: I have had no connectivity for several days. Despite calling in multiple times, no restoration timeline has been provided.

Unauthorized Migration & POPI Concerns: I was informed that my area is being migrated to Vumatel as the Fibre Network Operator (FNO). This was done without prior communication and, more importantly, without my POPI Act consent to share my personal data with a third-party provider for this migration.

The "Run-Around": I have been repeatedly shuttled between Vodacom and Vumatel support lines. It was only after significant persistence on my part that the matter was finally "escalated," yet I remain offline.

Financial Prejudice: My account for April is paid in full. However, due to your service failure, I am forced to purchase mobile data daily to remain connected for work and personal use.

Requested Resolution:

Immediate Restoration: I require a definitive date and time for when my service will be active on the new FNO.

Account Credit: I expect a pro-rata refund for the days without service, as well as compensation/data bundles for the additional costs I have incurred.

POPI Clarification: A formal explanation as to why my data was migrated to a new FNO without my explicit consent.

I hope to resolve this through your internal channels before escalating this matter to ICASA and the National Consumer Commission (NCC).