GS
Gawie S
1 reviews | Active since Jan 2020
13 Jan 2020, 13:08
Vodacom Fibre Cancellations
Oh my ***, this is such a painful process.
I orderdered Fibre through Vodacom in June 2019. I cancelled my original order on 27 November 2019. It took them till 9 December to cancel my service order (SR***).
However, the installing company phone me to make an appointment for 8 January 2020. Fibre for Frogfoot got installed, ONT got connected, the installer provisioned the line for Vodacom which was what his order was for.
However, now I'm trying to cancel the provisioning of the line so my ISP can use the fibre line, but the cancellations department is absolutely useless. They do not have phone lines and the fibre support can only make notes on the existing call. It has been escalated to different people however it would seem the staff in the cancellations department don't take their job very serious.
This impacts me financially in so many ways as I've already paid for a server with an ISP that cannot use the line. I will probably need to pay for the installation cost from Vodacom as well once they decide to read their requests
This is such a frustration.
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Replies (2)
Vodacom's replyOfficial
13 Jan 2020, 15:55 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
Vodacom's reply13 Jan 2020, 15:55
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
GS
Gawie S's updateReviewer Update
31 Jan 2020, 12:14Good afternoon,
It took Vodacom more than 2 weeks to resolve this query. I had to phone EVERY DAY to try and get some feedback from the fibre support.
The problem is not sitting with Fibre support. These people were all understanding in the matter and couldn't do anything other than just send a message day after day on the service request in the hopes of getting actioned.
It took more than a week for someone to decide that I'm liable for the payment. I made a payment within 30mins of being notified of this. I still had to wait almost a week before this matter got resolved.
Even AFTER everything was fine and ready for release, it still took 3 days before it got actioned. I was on the phone with Vodacom (total of more than 4 hours in 2 weeks) trying to resolve something that wasn't even my fault to begin with.
The problem that I experienced with this is not the fact that the Fibre Support wasn't willing to assist me but that there is no way to get in touch with the cancellations department to get anything done.
The lady (Nolubabalo) spent probably a total of 5 mins on query in total. This could've been resolved the day I logged the query if the process was more efficient.
So I even tried to, while I was in this process, just rather sign up again and to get my fibre connection from Vodacom, after which I was told it would take 7-10 working days to get done (This was after I explained that the line is already provisioned by Vodacom and that I do not need a router or installation, just the "active line")
I am highly dissatisfied with the service I received from Vodacom with this matter.
I will never again sign up for any vodacom fibre product and I will never encourage anyone to do so.
If it wasn't for the fact that I am satisfied with the pricing of my phone contracts, I would move them all as well to a company that value their clients more.
It took Vodacom more than 2 weeks to resolve this query. I had to phone EVERY DAY to try and get some feedback from the fibre support.
The problem is not sitting with Fibre support. These people were all understanding in the matter and couldn't do anything other than just send a message day after day on the service request in the hopes of getting actioned.
It took more than a week for someone to decide that I'm liable for the payment. I made a payment within 30mins of being notified of this. I still had to wait almost a week before this matter got resolved.
Even AFTER everything was fine and ready for release, it still took 3 days before it got actioned. I was on the phone with Vodacom (total of more than 4 hours in 2 weeks) trying to resolve something that wasn't even my fault to begin with.
The problem that I experienced with this is not the fact that the Fibre Support wasn't willing to assist me but that there is no way to get in touch with the cancellations department to get anything done.
The lady (Nolubabalo) spent probably a total of 5 mins on query in total. This could've been resolved the day I logged the query if the process was more efficient.
So I even tried to, while I was in this process, just rather sign up again and to get my fibre connection from Vodacom, after which I was told it would take 7-10 working days to get done (This was after I explained that the line is already provisioned by Vodacom and that I do not need a router or installation, just the "active line")
I am highly dissatisfied with the service I received from Vodacom with this matter.
I will never again sign up for any vodacom fibre product and I will never encourage anyone to do so.
If it wasn't for the fact that I am satisfied with the pricing of my phone contracts, I would move them all as well to a company that value their clients more.
GS
Gawie S's update31 Jan 2020, 12:14
Reviewer Update
Good afternoon,
It took Vodacom more than 2 weeks to resolve this query. I had to phone EVERY DAY to try and get some feedback from the fibre support.
The problem is not sitting with Fibre support. These people were all understanding in the matter and couldn't do anything other than just send a message day after day on the service request in the hopes of getting actioned.
It took more than a week for someone to decide that I'm liable for the payment. I made a payment within 30mins of being notified of this. I still had to wait almost a week before this matter got resolved.
Even AFTER everything was fine and ready for release, it still took 3 days before it got actioned. I was on the phone with Vodacom (total of more than 4 hours in 2 weeks) trying to resolve something that wasn't even my fault to begin with.
The problem that I experienced with this is not the fact that the Fibre Support wasn't willing to assist me but that there is no way to get in touch with the cancellations department to get anything done.
The lady (Nolubabalo) spent probably a total of 5 mins on query in total. This could've been resolved the day I logged the query if the process was more efficient.
So I even tried to, while I was in this process, just rather sign up again and to get my fibre connection from Vodacom, after which I was told it would take 7-10 working days to get done (This was after I explained that the line is already provisioned by Vodacom and that I do not need a router or installation, just the "active line")
I am highly dissatisfied with the service I received from Vodacom with this matter.
I will never again sign up for any vodacom fibre product and I will never encourage anyone to do so.
If it wasn't for the fact that I am satisfied with the pricing of my phone contracts, I would move them all as well to a company that value their clients more.
It took Vodacom more than 2 weeks to resolve this query. I had to phone EVERY DAY to try and get some feedback from the fibre support.
The problem is not sitting with Fibre support. These people were all understanding in the matter and couldn't do anything other than just send a message day after day on the service request in the hopes of getting actioned.
It took more than a week for someone to decide that I'm liable for the payment. I made a payment within 30mins of being notified of this. I still had to wait almost a week before this matter got resolved.
Even AFTER everything was fine and ready for release, it still took 3 days before it got actioned. I was on the phone with Vodacom (total of more than 4 hours in 2 weeks) trying to resolve something that wasn't even my fault to begin with.
The problem that I experienced with this is not the fact that the Fibre Support wasn't willing to assist me but that there is no way to get in touch with the cancellations department to get anything done.
The lady (Nolubabalo) spent probably a total of 5 mins on query in total. This could've been resolved the day I logged the query if the process was more efficient.
So I even tried to, while I was in this process, just rather sign up again and to get my fibre connection from Vodacom, after which I was told it would take 7-10 working days to get done (This was after I explained that the line is already provisioned by Vodacom and that I do not need a router or installation, just the "active line")
I am highly dissatisfied with the service I received from Vodacom with this matter.
I will never again sign up for any vodacom fibre product and I will never encourage anyone to do so.
If it wasn't for the fact that I am satisfied with the pricing of my phone contracts, I would move them all as well to a company that value their clients more.