1 reviews | Active since Jan 2024
Vodacom Fibre Lack of Service and Efficiency
I've been waiting since October to have an relocation installation for fibre done at my new address. The agent advised that the new address is covered by Openserve.
And I was told it would take 30 days and not longer to get it done. For 2 months radio silence. I kept calling trying to find answers. Nothing And I was about to cancel when they gave me an interim LTE while I wait which would be free for 30 days and thereafter if no installation is done I would be charged R599. And I was assured that it should be fixed. As I type this I am still sitting with this LTE being charged for something I shouldn't even still be on 4 months later.
And I kept pressing. 2 and half months later the agent tells me that my address had an exclusive agreement in place. Which ****ed me off because the agent who I spoke to should've picked that up and secondly why did it take me calling and chasing to find this out.
So I proceed to look for answers from other residents who told me they're under metrofibre provided by Vodacom. So I call back for the agent to tell me that it's correct and I had to put in a new sales order and I can't cancel the interim LTE because It's linked to my previous Openserve order. So if I cancel I wouldn't have any connectivity. Not only is this **** taking but I am sitting with a device whose network connection is unstable but I am also having to deal with the fact that my service has been stalled with consistently chasing after a service provider who should be on top of this.
And since putting in the Metrofibre order on the 08 December, I haven't had any follow up. I am being charged for an LTE that I shouldn't be because of Vodacom's lack of service integrity and professionalism. When you're signed and paying for a service, it's easy to take money from the client but at the very elast deliver the service you're receiving payment to do.
I am so sick of Vodacom and am prepared to cancel my account and contract. Because it's now ridiculous the amount of calls I've had to. I even had to purchasea vodacom sim so I could make these long calls because if I don't, I'd be a sitting duck.
An agent told me to put in a query from billing for refund because the issue of the installation was on Vodacom's end and that I should be compensated for their errors. I do that only for an agent to email denying it without so much as a call to question why I opened the ticket. (Keep in mind this may be one of a three emails I've had from Vodacom- the other were to tell me about the exclusivity agreement with Openserve. Other than that I've been the one to do research to see what service provider I could use to have a fibre installation. I've been the one chasing for answers. And I've yet to actually get any resolve.
Whatever you do, I would highly recommend never doing a relocation with Vodacom or using their fibre service. Because even the process in the beginning was hell
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
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
Somehow this is the fastest you've ever responded to a query.
Nonetheless, I need a consultant to resolve this issue. I am literally giving it this week and I am canceling with Vodacom. I need a resolve:
1. With this biling issue
2. When will the installation be done.
I don't need any more "we've escalated the ticket" or "we've sent an email" or "we apologise for that, you're right it shouldn't have taken this long".
I don't need anymore robotic feedback. I would appreciate actionable feedback.
Somehow this is the fastest you've ever responded to a query.
Nonetheless, I need a consultant to resolve this issue. I am literally giving it this week and I am canceling with Vodacom. I need a resolve:
1. With this biling issue
2. When will the installation be done.
I don't need any more "we've escalated the ticket" or "we've sent an email" or "we apologise for that, you're right it shouldn't have taken this long".
I don't need anymore robotic feedback. I would appreciate actionable feedback.
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
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
As I said the response of the Exclusivity Agreement was with regards to Openserve. Of which I had to investigate myself to find that the once the residents use here is Metrofibre. Of which I have an open ticket awaiting installation. So please do better investigation and don't return with ridiculous feedback of things I've already mentioned.
I am still waiting for Metrofibre to come and do an installation.
(The issue with Openserv was a result of your consultant's recommendation not mine and maybe if they had checked and found an Exclusivity Agreement I still wouldn't be sitting here with an interim LTE.
I can't cancel Openserve because it's attached to the interim LTE (Agaun your consultant advised this).
So stop the Bull****. And just do the one thing I've been asking all along - and that is an installation.
As I said the response of the Exclusivity Agreement was with regards to Openserve. Of which I had to investigate myself to find that the once the residents use here is Metrofibre. Of which I have an open ticket awaiting installation. So please do better investigation and don't return with ridiculous feedback of things I've already mentioned.
I am still waiting for Metrofibre to come and do an installation.
(The issue with Openserv was a result of your consultant's recommendation not mine and maybe if they had checked and found an Exclusivity Agreement I still wouldn't be sitting here with an interim LTE.
I can't cancel Openserve because it's attached to the interim LTE (Agaun your consultant advised this).
So stop the Bull****. And just do the one thing I've been asking all along - and that is an installation.
I'm currently on the phone with your consultants. And as I went through all that's happened. The lady helping me tells me that apparently she has to generate another ticket for me to get an installation date. Which is absolutely frustrating because the previous consultant I spoke with said she had sent an email to Metrofibre to come do an installation. And now I am told that that's wrong she was supposed to have logged a ticket to get an installation date. Keep in mind the person who had "sent the email" - I spoke with on the 6th January. We are now the 18th January. See how *********** you all are?!
Why are your procedures not consistent!!! And unless I call, no one from your absolutely *********** department would have contacted me with feedback.
Informations are never consistent!
So how about we cut through the Bull**** and actually get proper feedback, follow-through. Why must I as the customer chase after you?!
I'm currently on the phone with your consultants. And as I went through all that's happened. The lady helping me tells me that apparently she has to generate another ticket for me to get an installation date. Which is absolutely frustrating because the previous consultant I spoke with said she had sent an email to Metrofibre to come do an installation. And now I am told that that's wrong she was supposed to have logged a ticket to get an installation date. Keep in mind the person who had "sent the email" - I spoke with on the 6th January. We are now the 18th January. See how *********** you all are?!
Why are your procedures not consistent!!! And unless I call, no one from your absolutely *********** department would have contacted me with feedback.
Informations are never consistent!
So how about we cut through the Bull**** and actually get proper feedback, follow-through. Why must I as the customer chase after you?!
Please find the following SR***
FTTH Vodacom
Thank you
NoReply(2-10CRU00C).
Just received yet another ticket. So how about we actually get this thing sorted instead of writing me back long responses of things I've brought up and mentioned.
My point with billing was - that sure I was given a month free but I was told and reassured three times that should it not be done that I CAN QUERY THE BILLING BECAUSE THE PROBLEM WITH THE DELAY IS NOT MY FAULT VODACOM'S. HENCE Vodacom would've failed to deliver on their promise of having an installation done on the prescribed period...
Furthermore, I mentioned that I receive an email about the exclusivity agreement. But this after months of calling back and forth and pushing for answers. Had I not I wouldn't have received the email that you articulated in your response (of which I mentioned if you read my comments correctly). And after receiving the email I investigated and found magically that there's such a thing as Metrofibre. That suddenly a consultant tells me that other yes, that's available and that I should call Sales department to request a new sales order for Metrofibre.
So again stop reiterating what I said and just do your dam job. I am not neat to be using an interim LTE FOR MORE THAN A MONTH. Now i am going on 3. And paying more than I would've if I had the installation done.
Please find the following SR***
FTTH Vodacom
Thank you
NoReply(2-10CRU00C).
Just received yet another ticket. So how about we actually get this thing sorted instead of writing me back long responses of things I've brought up and mentioned.
My point with billing was - that sure I was given a month free but I was told and reassured three times that should it not be done that I CAN QUERY THE BILLING BECAUSE THE PROBLEM WITH THE DELAY IS NOT MY FAULT VODACOM'S. HENCE Vodacom would've failed to deliver on their promise of having an installation done on the prescribed period...
Furthermore, I mentioned that I receive an email about the exclusivity agreement. But this after months of calling back and forth and pushing for answers. Had I not I wouldn't have received the email that you articulated in your response (of which I mentioned if you read my comments correctly). And after receiving the email I investigated and found magically that there's such a thing as Metrofibre. That suddenly a consultant tells me that other yes, that's available and that I should call Sales department to request a new sales order for Metrofibre.
So again stop reiterating what I said and just do your dam job. I am not neat to be using an interim LTE FOR MORE THAN A MONTH. Now i am going on 3. And paying more than I would've if I had the installation done.