Vodacom fibre and router installation issues

If you are using Vodacom Fibre and planning to move locations, I strongly advise getting a new network instead.

Vodacom consultants have been the most frustrating people I have ever had the displeasure of dealing with. Either the consultants are severely undertrained, or it is company policy to mislead clients.

We moved into our new place on 1 December. Before the move, a consultant assured us that the fibre installation and a new router would be delivered on 2 December. The fibre was installed on the 2nd, but no router arrived. When we called, we were told that no router would be delivered and that we should use our old router, which would supposedly be “plug and play” once activated by a Vodacom technician.

We tried this, but not all the lights on the fibre box or router were active. When we called again, we were told the old router needed to be reactivated. After waiting two more days, we called again—only to be told that the old router would not work at all and that a new router was being delivered. Because deliveries don’t happen over weekends, the router only arrived on Monday, 8 December.

It is now 22 December, and every consultant we speak to gives us a different explanation. In hindsight, we should have cancelled the line before moving and app**** for a new one entirely. My family has spent an unnecessary amount of money on extremely expensive mobile data, simply because we have always been Vodacom clients. Our issue has supposedly been “escalated” on almost every call over the past three weeks, but this clearly means nothing, as we are the only ones following up.

Over the last three days, we have now been told that we were required to give a month’s notice before moving—apparently as justification for the ongoing delays. Even if this is official policy, why was it never communicated to us from the beginning?

On 18 December, a consultant named Mrs Jacobs emailed us to say that our activation was pending. Other consultants told us it was being worked on and would take 48 hours. After that period passed, we were then told that nothing was actually being done. This has become a three-week cycle of contradictory information and complete incompetence.

At this point, there is nothing we can do but wait and continue wasting money on mobile data, despite the fact that we work from home. I hope this review not only escalates our issue but also warns others who are considering moving while using Vodacom Fibre.