WA
Willem A
1 reviews | Active since Jan 2014
19 Nov 2019, 17:52
Vodacom Fibre Bad & No Service
Vodacom fibre seriously unreliable when faults are happening. Its now exactly 12 months that I have used a Promotional Vumatel installation & Vodacom 400GB 50/50Mbps fibre line. I have now sitting for more than 3 weeks without any internet. Waiting 30min long for customer care to answer my calls, logging the faults every week. No one's returning any feedback, no emails being answered. Absolutely no service at all. Given them 48 hours to respond or report back with a solution. Still nothing. Now going to cancel costing me R949 per month for nothing
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Replies (2)
Vodacom's replyOfficial
20 Nov 2019, 09:15Dear 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
Vodacom's reply20 Nov 2019, 09:15
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
WA
Willem A's updateReviewer Update
23 Nov 2019, 09:48My opinion, the reply from Vodacom is a automatic generated reply. It seems that Vodacom Customer Care are not able to really trying to get someone out to help investigate or send technicians out anymore. They just take your complaint and generate a SR number and promising that your service will be escalated and also be copied to a manager. For 4 weeks have I not received any feedback or calls. 3 days ago, I decided to contact Vumatel Customer Care at 19:00 and with a very helpful and friendly voice, the lady took my details. At 19:20, 3 Vumatel technicians hooted at my gate. Unbelievable, they found the fault and immediately rectified the problem. Back to Vodacom Customer Care, could they not reload the settings back onto my router and said that they will send a Vodacom technician out. This was also escalated and marked as urgent. Again no one called. Vumatel contacted me to follow up whether I was sorted and NO, no service from Vodacom. Yesterday, I got hold of a Vodacom Technician, explaining the problem and he came out within 3 hours and sorted out my router and only now after 4 weeks am I back on line again. Big thank you so much to Vumatel on there immediate service and help and to individual Vodacom Technician that listened and immediately helped. What is the purpose of Vodacom Customer Care if I was doing all there footwork and calls that they were suppose to do? My advice to everyone out there having problems, take the numbers of those who are going that extra step further to help you and keep it in your diary. You will always need those people who goes the extra mile to help you in future.
WA
Willem A's update23 Nov 2019, 09:48
Reviewer Update
My opinion, the reply from Vodacom is a automatic generated reply. It seems that Vodacom Customer Care are not able to really trying to get someone out to help investigate or send technicians out anymore. They just take your complaint and generate a SR number and promising that your service will be escalated and also be copied to a manager. For 4 weeks have I not received any feedback or calls. 3 days ago, I decided to contact Vumatel Customer Care at 19:00 and with a very helpful and friendly voice, the lady took my details. At 19:20, 3 Vumatel technicians hooted at my gate. Unbelievable, they found the fault and immediately rectified the problem. Back to Vodacom Customer Care, could they not reload the settings back onto my router and said that they will send a Vodacom technician out. This was also escalated and marked as urgent. Again no one called. Vumatel contacted me to follow up whether I was sorted and NO, no service from Vodacom. Yesterday, I got hold of a Vodacom Technician, explaining the problem and he came out within 3 hours and sorted out my router and only now after 4 weeks am I back on line again. Big thank you so much to Vumatel on there immediate service and help and to individual Vodacom Technician that listened and immediately helped. What is the purpose of Vodacom Customer Care if I was doing all there footwork and calls that they were suppose to do? My advice to everyone out there having problems, take the numbers of those who are going that extra step further to help you and keep it in your diary. You will always need those people who goes the extra mile to help you in future.