VODACOM FIBRE CONNECTION AFTER RELOCATION

Good day

I would like to complain about our ongoing issues with our Vodacom Fiber.

On 28/03/2025 my husband phoned the Vodacom fibre contact centre to arrange for our fibre to be moved from our old house to our new house. The result of this phone call was that they proceeded to disconnect our fibre immediately, even though we were still living in our old house and still using the fibre. I phoned them as soon as I got home to report this, and was told that there must be another issue, because the fibre has not been disconnected. A call was lodged for someone to come out and have a look at what the issue might be. We moved 2 days later and absolutely NO ONE EVER even attempted to contact us to come and have a look at the issue.

Fast forward to the 31/03/2025 when the fibre was re-installed at our new home. The technician left, showing me the message he sent to the activations department for our fibre to be activated, and assured me that the fibre will be working the following day. Came the next day nothing, so I started phoning, and a service call was logged – SR***. Since then, me and my husband has made several calls to Vodacom regarding the fibre not working, but still we are just promised that it would be sorted the next day, and come the next day, nothing. On Friday I called, and I was told the issue has been escalated. When my husband phoned on Saturday nothing has been done, the people apparently does not work over weekends, and it would be escalated to the activations department on Monday morning first thing. When I phone yesterday afternoon, again I was told it has been escalated, but I must give it 24 – 48h hours, now it has been 24h and I can see that nothing is still happening. I am also not prepared to wait another 24h just to be told its going to be escalated again, because I cannot see to whom it must be escalated even further. Its escalation upon escalation and NOTHING is happening.

As I am typing this email, I am getting more and more annoyed with the absolute appalling service that we have received. The people of the call centre just tell you whatever they want to get you off their backs and nothing is done, no one has the decency to phone you back and no one want to get off their backside and get into their vehicle and come out to the house to come see what the issue is, I have asked, but my requests just fall on deaf ears. All the while we still need to pay for a facility that we do not have.

So, I am giving Vodacom 24h to sort out our issue and start communicating with us, or else I will go lodge a case against them with the SAPD for theft, because they are taking money from us and not supplying the service, I will also lodge a complaint against Vodacom at ICASA and NCC.

I have had enough; someone needs to start doing their job now.