VODACOM FIBRE LACK OF SUPPORT!!!!!

Vodacom Fibre Lack of Support On Friday 29 August 2022 we had water water pipe break on the corner of Mulberry and Haarlem streets in Emalahleni. The Municipality was informed of this and they attempted to repair the water pipe that evening. During the repair our Vodacom Fibre was destroyed. Same goes for the Metro Fibre infrastructure. Next morning we had no water again and the issue was reported again. Since I was busy overseeing the repair of the water pipe I didn’t log a call with Vodacom to come and repair the Fibre line since all other affected customers of Vodacom had already done so.

Come Sunday the Metro Fibre team arrived at the site and repaired their Fibre. Well done Metro Fibre, Service Excellence. Vodacom was nowhere to be seen. The Municipality in the mean time repaired the water pipe and started to close the trench, leaving the broken off Vodacom Fibre above ground.

When we had no internet come Monday morning I decided to report the Fibre issue to Vodacom and also ordered a LTE fail over ****le to be able to connect to the internet because my wife works from home on a permanent basis. My SR Number is: SR***

The Vodacom technician came to site on Tuesday 02 August late in the afternoon. I showed him where the broken Fibre is but he continued to do some splicing and said that he will attend to it since he was busy. He asked if he could test from my router and I said it was ok. Red Flash light on my end of the fibre in my house so that he could see where it shows at a junction box. He could not find my Fibre.

Come Wednesday he again pitched up late afternoon and again start to do fault finding. Again I said to him what about the broken off Fibre which is in the open for everyone to see and he said he is still fault finding and again used my end of the Fibre to see if he could find my Fibre at the junction box. Unsucsessful yet again.

I received my fail over ****le on Wednesday afternoon and installed it as per Vodacom support instructions, we even had a video conference so that Vodacom support could see that the Simm card was inserted correctly and we had a flashing purple light on the ****le and a flashing internet light on my router, I was instructed to wait 24hours for the Simm to activate. 30 hours later and the fail over ****le is not working and Vodacom Support could not detect the ****le on their side installed in my router on USB1, yet another call was logged for that issue.

The Vodacom Fibre team did not pitch on Thursday. So here we are 8 days since the Fibre break and there is about 58 households without internet. Shocking support! Fibres are lying on the ground for everyone to see yet it get’s totally ignored and the fault is search for elsewhere!

Regards

ANDRÉ WALTERS