Vodacom Fibre does not care about their customers!!!!!

I am currently a Vodacom Fibre client and have been since 2016. On 22 January I logged a call with Vodacom's Fibre call centre regarding extremely slow speeds. I got an reply email within 2 minutes saying that I will get a call back within 24h, this was the biggest load of hogwash since I was only contacted after almost 2 weeks. I always called them and the first actual related call I received from them was 1 February 2019.

I have 40mbs download and 20mbs upload line and I am currently getting speeds as low as 1mbs downloads. I have subsequently called the call centre every single day and sometimes twice a day for feedback. I have always been told that the they will get back to me, which nobody ever did. Every call centre agent I spoke to seemed be very sympathetic and promised to get back to me, only one person called Neil got back to me but only to tell me that he could not get any feedback for me.

It seems that a person called Stephen Klopper is biggest bottle neck as he does not do anything . The service call was allocated to him on 22 January and he sat on a request for almost 2 weeks and never actioned it. It is people like him that perpetuate the culture of bad customer service in the country. I have also seen his name mentioned on a few of Vodacom complaints on Hello Peter, so it seems he is a serial non performer and clearly there is no consequence for delivering bad service at Vodacom as he continues to do it.

Eventually on Friday 1 February I was contacted by a person called Lloyd Russell who came out to my premises and conducted some tests and confirmed that there is a problem. He told me (only after I called him, no info was volunteered to me) that he has passed this back to Stephen who needs to arrange for Nokia to come out and fix the line. At this point I was willing to overlook the bad service until now as I believed the problem will be fixed soon.

On Monday 4 February I called the call centre again to find out when I can expect the team to come and fix the problem. At this point I was told that on the system it seems that Stephen has instructed Lloyd to go and check the line at my home and Lloyd has not provided feedback as yet. Oh and now Lloyd does not take my calls. As expected I was angry since there seems to be a big broken telephone in the Big Red Telecoms company. I explained to the call centre agent that Lloyd has already been out and he confirmed there is a fault. I was told they are extremely sorry and that they will request a call back to me from Stephen Klopper. Low and behold I am still awaiting the all elusive call from Stephen.

It is clear that Vodacom has absolutely no care for their customers. Since Vodacom is the sole supplier in my estate they has no care to ensure the provide a service let alone a good one. While this problem perpetuates I am paying for a line speed that I have never experienced and nobody seems to be interested. Vodacom's systems does not work. You are unable to escalate anything because it seems that the managers are always in meetings. When an issue is escalated by the call centre agent it seems to be dropped into a big black hole and is lost until you call and again and again....and again and again ........again..............again and so the cycle goes.

Vodacom are big bullies in the industry, once they have secured your contract they know you can do nothing and then they ignore you.