MV
Murray V
1 reviews | Active since Mar 2013
30 Sept 2019, 08:05
Vodacom Fibre consistently fails in Hartbee****rt
The song remains the same..... extended outages every month, since installation six months ago. My Vodacom Fibre installation has been down since Sunday 22nd September. Made five calls to ***, where, amongst others, Cindy and Bulelani assured me the matter would be resolved - I could however, not get a SR-number from them. Finally, on Thursday 26th September, I did receive SR*** after insisting on a reference number. However, promises by Nathalie to address the SR, yielded nothing. We’re now at the 30th September, more than a week later and the situation has not yet been resolved.
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Replies (4)
Vodacom's replyOfficial
30 Sept 2019, 08:07Dear 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 reply30 Sept 2019, 08:07
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
MV
Murray V's updateReviewer Update
04 Oct 2019, 05:43Dear Vodacom,
It’s Friday 04th October.
Your agents and technical support do not seem to understand the problem. At 00:27 on 23 September2019, my Vodacom Fibre service ceased to work. This is probably due to my account being changed to a “Guest Account” on your Billing System.
Your agents have been unable to rectify this, instead, they replaced my perfectly-working Nokia Router.This means that I not only have no Internet connection, but all my 29 IoT devices need to be individually reprogrammed unnecessarily.
The kicker being, that with all of this, I still do not have any of the fibre connectivity that I’m being billed for - having to run my home office on expensive cellphone hotspots.
How do we fix this?
It’s Friday 04th October.
Your agents and technical support do not seem to understand the problem. At 00:27 on 23 September2019, my Vodacom Fibre service ceased to work. This is probably due to my account being changed to a “Guest Account” on your Billing System.
Your agents have been unable to rectify this, instead, they replaced my perfectly-working Nokia Router.This means that I not only have no Internet connection, but all my 29 IoT devices need to be individually reprogrammed unnecessarily.
The kicker being, that with all of this, I still do not have any of the fibre connectivity that I’m being billed for - having to run my home office on expensive cellphone hotspots.
How do we fix this?
MV
Murray V's update04 Oct 2019, 05:43
Reviewer Update
Dear Vodacom,
It’s Friday 04th October.
Your agents and technical support do not seem to understand the problem. At 00:27 on 23 September2019, my Vodacom Fibre service ceased to work. This is probably due to my account being changed to a “Guest Account” on your Billing System.
Your agents have been unable to rectify this, instead, they replaced my perfectly-working Nokia Router.This means that I not only have no Internet connection, but all my 29 IoT devices need to be individually reprogrammed unnecessarily.
The kicker being, that with all of this, I still do not have any of the fibre connectivity that I’m being billed for - having to run my home office on expensive cellphone hotspots.
How do we fix this?
It’s Friday 04th October.
Your agents and technical support do not seem to understand the problem. At 00:27 on 23 September2019, my Vodacom Fibre service ceased to work. This is probably due to my account being changed to a “Guest Account” on your Billing System.
Your agents have been unable to rectify this, instead, they replaced my perfectly-working Nokia Router.This means that I not only have no Internet connection, but all my 29 IoT devices need to be individually reprogrammed unnecessarily.
The kicker being, that with all of this, I still do not have any of the fibre connectivity that I’m being billed for - having to run my home office on expensive cellphone hotspots.
How do we fix this?
Vodacom's replyOfficial
07 Oct 2019, 11:39Dear Customer,
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
As per our discussion, your query has now been resolved.
Regards
Consumer Website Team
Vodacom's reply07 Oct 2019, 11:39
Official
Dear Customer,
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
As per our discussion, your query has now been resolved.
Regards
Consumer Website Team
MV
Murray V's updateReviewer Update
15 Dec 2019, 16:55Dear Vodacom,
In November we celebrated the first month of uninterrupted service from Vodacom Fibre since March 2019. Every month the line is dead for extended periods.
Since 12 December this is again the case, and dealing with the lies, no-response and empty promises from Aneme, Shafiq, Sibusiso, Sibeko, Thomas, Dada and Loren is no pleasure. Call Centre Supervisors are never available and do not return calls.
Reyaad Soeker had the audacity to close the unresolved SR*** on 15th December.
In the extended process I've learnt that my account has (again) been tagged as a "Guest Account" by the billing system, rendering it dead and unconfigurable.
The Vodacom technical team nevertheless, against my wishes, replaced my router and could not configure it, spending countless hours in my home office, waiting for response from their remote technical team, trying to configure a router that has been erroneously linked to a "Guest Account".
I am now again, for the fourth day, with no internet connection (and forget about asking for refunds on extended outages), and when Vodacom Billing, Technical and the Customer Care teams finally wake up, I'll have to reconfigure 32 IoT devices to a new router that was not needed in the first instance.
I demand immediate reinstatement of my paid-up-front Fibre service, re-installation of my old router and a refund for all the days of non-connectivity - if not, please close my account and de-install your hardware at a time that is convenient to me.
In November we celebrated the first month of uninterrupted service from Vodacom Fibre since March 2019. Every month the line is dead for extended periods.
Since 12 December this is again the case, and dealing with the lies, no-response and empty promises from Aneme, Shafiq, Sibusiso, Sibeko, Thomas, Dada and Loren is no pleasure. Call Centre Supervisors are never available and do not return calls.
Reyaad Soeker had the audacity to close the unresolved SR*** on 15th December.
In the extended process I've learnt that my account has (again) been tagged as a "Guest Account" by the billing system, rendering it dead and unconfigurable.
The Vodacom technical team nevertheless, against my wishes, replaced my router and could not configure it, spending countless hours in my home office, waiting for response from their remote technical team, trying to configure a router that has been erroneously linked to a "Guest Account".
I am now again, for the fourth day, with no internet connection (and forget about asking for refunds on extended outages), and when Vodacom Billing, Technical and the Customer Care teams finally wake up, I'll have to reconfigure 32 IoT devices to a new router that was not needed in the first instance.
I demand immediate reinstatement of my paid-up-front Fibre service, re-installation of my old router and a refund for all the days of non-connectivity - if not, please close my account and de-install your hardware at a time that is convenient to me.
MV
Murray V's update15 Dec 2019, 16:55
Reviewer Update
Dear Vodacom,
In November we celebrated the first month of uninterrupted service from Vodacom Fibre since March 2019. Every month the line is dead for extended periods.
Since 12 December this is again the case, and dealing with the lies, no-response and empty promises from Aneme, Shafiq, Sibusiso, Sibeko, Thomas, Dada and Loren is no pleasure. Call Centre Supervisors are never available and do not return calls.
Reyaad Soeker had the audacity to close the unresolved SR*** on 15th December.
In the extended process I've learnt that my account has (again) been tagged as a "Guest Account" by the billing system, rendering it dead and unconfigurable.
The Vodacom technical team nevertheless, against my wishes, replaced my router and could not configure it, spending countless hours in my home office, waiting for response from their remote technical team, trying to configure a router that has been erroneously linked to a "Guest Account".
I am now again, for the fourth day, with no internet connection (and forget about asking for refunds on extended outages), and when Vodacom Billing, Technical and the Customer Care teams finally wake up, I'll have to reconfigure 32 IoT devices to a new router that was not needed in the first instance.
I demand immediate reinstatement of my paid-up-front Fibre service, re-installation of my old router and a refund for all the days of non-connectivity - if not, please close my account and de-install your hardware at a time that is convenient to me.
In November we celebrated the first month of uninterrupted service from Vodacom Fibre since March 2019. Every month the line is dead for extended periods.
Since 12 December this is again the case, and dealing with the lies, no-response and empty promises from Aneme, Shafiq, Sibusiso, Sibeko, Thomas, Dada and Loren is no pleasure. Call Centre Supervisors are never available and do not return calls.
Reyaad Soeker had the audacity to close the unresolved SR*** on 15th December.
In the extended process I've learnt that my account has (again) been tagged as a "Guest Account" by the billing system, rendering it dead and unconfigurable.
The Vodacom technical team nevertheless, against my wishes, replaced my router and could not configure it, spending countless hours in my home office, waiting for response from their remote technical team, trying to configure a router that has been erroneously linked to a "Guest Account".
I am now again, for the fourth day, with no internet connection (and forget about asking for refunds on extended outages), and when Vodacom Billing, Technical and the Customer Care teams finally wake up, I'll have to reconfigure 32 IoT devices to a new router that was not needed in the first instance.
I demand immediate reinstatement of my paid-up-front Fibre service, re-installation of my old router and a refund for all the days of non-connectivity - if not, please close my account and de-install your hardware at a time that is convenient to me.