Vodacom Fibre down Very Poor Service Using Altrom Call Center as mediator

Vodacom Fibre line Down on Monday(16 Feb 2022). Im working from home, without internet i wont be able to perform my work. Before, i logged a call with Vodacom, i called my neighbour who also has Vodacom fibre, whether he has any problem. He said his internet is fine and he also told me a month back his internet was down and Vodacom has to come and replace Nokia Router and Fiber Cable to fix it and it took more than a month for Vodacom and he has spent 4500 rand to data during this period. Day1 So i logged a call with Vodacom, Call was picked by Vodacom (Altrom(looks like Vodacom not able to face the customers hence using a mediator)call center picks the call. I told them the issue, They said technician will come and troubleshoot,

Day2 As there was no one called me from Vodacom(Altron) I called Vodacom(Altron) on Tuesday, they said they will escalate the call to Nokia to replace the router and Altrom employee gave me incorrect email address, then again on Tuesday afternoon i called them again. Another call center guy answered the phone, i told him everything i spoke on Monday and Tuesday and i also asked them is it possible for Vodacom to replace the router with a spare router till Nokia gets back, Then he said senior Technician will contact me today that is Tuesday, no one called me.

Day3 So Wednesday I called again this time i told them i would like to speak to Team leader or Manager, lady said we dont have the facility transfer calls they communicate via email.

Then i asked what is the update on the call. she said we have escalated to Nokia waiting for Nokia with a eta that was on Tuesday morning so after that no update at all. So i asked for email address for Nokia or phone Number she said we are not allowed to give the email address/Phone and she said we can only ask Vodacom 2nd level , i asked for Vodacom 2nd level support email or telephone, she said we are not allowed.

Day 4 still the same

So as a customer we cannot contact Vodacom our service provider, Some time back i used to contact Vodacom directly, now we can't.

Because of Altrom as mediator between Vodacom and Customer, we cannot contact Vodacom with regards to troubleshooting issues Nor, Altrom has a expertise in troubleshooting.

In a normal circumstance when a third party provider cant assist they should transfer the call back the primary provider, here Altrom doesnt have facilities to transfer the call to Vodacom or As a customer we dont even have facility file a complaint against Altrom or Vodacom.

Issues Found. 1. As a customer we cannot contact Vodacom / Nokia directly , we have speak to Altrom , If Altrom is incapable Customer is going to suffer. 2. As a customer we cannot we escalate to Altrom Management as they said they dont have facility to transfer to call the Team leader or Management. 3. Altrom doesn't have the facility to transfer the call to Vodacom for 2nd level or 3rd level that means vodacom doesnt understand the frustration. All we can do as a customer is speak to Altrom who does have l1 Technical abilities that is no use when it come bigger problems. 4. Altrom call centre agent can only put pressure on Vodacom via email only, that means Customer frustration are not heard by Vodacom.