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ujaala D
1 reviews | Active since Feb 2014
11 Jan 2025, 08:51
Vodacom Fibre - Appalling Service
Our fibre line has been down since 7/01/2025 to date. I have call the customer care line more than 10 times. Each time the consultant gives you a conflicting version of what could be wrong but nothing gets actioned and rarely put notes on the system for follow up.
The consultants that take calls after hours do absolutely nothing.
Surely after a certain amount of time and if the fault cannot be resolved at their so called back office then a technician should be sent out to assess the fault.
I have even spoken to team leaders who have been of no assistance.
Technology is advanced but it seems that Vodacom is actually going backwards.
Helpful (0)
Replies (5)0
Replies (5)
Vodacom's replyOfficial
11 Jan 2025, 11:01Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via WhatsApp to request your personal details.
Regards,
Vodacom Consumer Website Team
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via WhatsApp to request your personal details.
Regards,
Vodacom Consumer Website Team
Vodacom's reply11 Jan 2025, 11:01
Official
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via WhatsApp to request your personal details.
Regards,
Vodacom Consumer Website Team
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via WhatsApp to request your personal details.
Regards,
Vodacom Consumer Website Team
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ujaala D's updateReviewer Update
11 Jan 2025, 11:29Thank you for your response, but this was brought to the attention of your call centre agents on the 7th. Surely it doesn't take more than 4 days to provide a paying customer with feedback let alone provide feedback as to when a technician will be sent out. Your call centre is yet to call me back regarding this.
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ujaala D's update11 Jan 2025, 11:29
Reviewer Update
Thank you for your response, but this was brought to the attention of your call centre agents on the 7th. Surely it doesn't take more than 4 days to provide a paying customer with feedback let alone provide feedback as to when a technician will be sent out. Your call centre is yet to call me back regarding this.
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ujaala D's updateReviewer Update
11 Jan 2025, 16:04Have still not been contacted by Vodacom. Clearly customer service is not priority.
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ujaala D's update11 Jan 2025, 16:04
Reviewer Update
Have still not been contacted by Vodacom. Clearly customer service is not priority.
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ujaala D's updateReviewer Update
13 Jan 2025, 19:12A lady by the name of Amanda called my son to do some checks and promised to call back in 30 minutes which didn't happen. She mentioned that it is an open serve issue. My husband has downloaded the open serve app and tested accordingly and there are no faults listed. It refers you back to Vodacom. I called the customer care line and spoke to Sheree and she said that an open serve ticket was opened today and it can take anything between 24 to 48 hours to get feedback. This is me is unacceptable as we have been awaiting feedback since the 7th.
Vodacom is in breach of the contract as we have had downtime since Tuesday and as such should our service not be restored by tomorrow (which is 7 days later) then I want to cancel this contract at no cost to myself.
Vodacom is in breach of the contract as we have had downtime since Tuesday and as such should our service not be restored by tomorrow (which is 7 days later) then I want to cancel this contract at no cost to myself.
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ujaala D's update13 Jan 2025, 19:12
Reviewer Update
A lady by the name of Amanda called my son to do some checks and promised to call back in 30 minutes which didn't happen. She mentioned that it is an open serve issue. My husband has downloaded the open serve app and tested accordingly and there are no faults listed. It refers you back to Vodacom. I called the customer care line and spoke to Sheree and she said that an open serve ticket was opened today and it can take anything between 24 to 48 hours to get feedback. This is me is unacceptable as we have been awaiting feedback since the 7th.
Vodacom is in breach of the contract as we have had downtime since Tuesday and as such should our service not be restored by tomorrow (which is 7 days later) then I want to cancel this contract at no cost to myself.
Vodacom is in breach of the contract as we have had downtime since Tuesday and as such should our service not be restored by tomorrow (which is 7 days later) then I want to cancel this contract at no cost to myself.
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ujaala D's updateReviewer Update
14 Jan 2025, 20:33I would like to place on record that my connectivity issue had been resolved. Special thanks to Amanda who worked tirelessly to resolve the issue with regular updates. Thank you Amanda.
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ujaala D's update14 Jan 2025, 20:33
Reviewer Update
I would like to place on record that my connectivity issue had been resolved. Special thanks to Amanda who worked tirelessly to resolve the issue with regular updates. Thank you Amanda.