Vodacom Fibre new installation dysfunctional service request system with Vumatel

Signed a fibre contract on 28/11/2024 and only got connection on 19/12/2024. By South African standards, some would say that is early - but the system of Vodacom as ISP being a middleman for Vuma (in this case) installation tickets does not work.

During this time I spoke to 5 Vodacom customer care agents each logging a new service request and escalating to the team project manager as that is unfortunately all they are empowered to do. From this I have 4 vodacom service request numbers, a vodacom order number and 4 project manager escalations - all of which tell me that vuma will be in contact, however, they never were. I tried to follow up with Vuma directly and could not since none of the above references can be tracked by them. I must say in this time, all of the vodacom agents, with the exception of one lady, were as helpful and friendly as they could be with their hands tied behind their back - however, the system of only being able to escalate limits their ability to assist.

The system is call logged and escalated to a phantom Vodacom project manager and then the communication going through to the infrastructure provider where a different set of reference numbering is used. From there the infrastructure provide sub contracts the technical maintenance/installation to a third party, who by this point does not have the full information and does not have to be accountable to the customer. The result is ISP telling customer we're escalating. The escalation getting lost, miscommunicated or correctly communicated to infrastructure provider. A technical subcontractor getting part information and attempting to resolve a different problem or just claiming to since neither the customer, nor the ISP, nor the infrastructure provider can follow up. In this way there is no history tracking, no feedback, no followup, NO ACCOUNTABILITY.

Eventually I persuaded the vodacom customer care agent to send me the Vumatel order number and started logging my own calls directly with Vuma. I then stumbled upon the subcontractor doing maintenance outside as I was leaving my home and gave them the full details of the call (which they had just gotten as a maintenance call - not a new installation). The subcontracted technicians then promptly resolved the connection early the next morning.

A tip to anyone having issues with fibre - Log the ISP call and INSIST on the infrastructure provider reference number and then deal directly with the infrastructure provider. Once you have the call followed up with the infrastructure provider then you need to camp outside your home and harass everyone that appears to be the technical team until you find the one assigned to your call number and give them the full details of the ca AND get their direct contact number. As a customer one will need to obviously be unemployed or take planned leave to get a new fibre installation.

It's all working now - thanks to the gears that I forced to line up. Not looking for a response from the service provider or ISPs just trying to help motivate to fix their non-functional system, and help others that may be in the same situation. Also realise that I now need to bank leave days in anticipation for if I have a fibre connection break for any reason - perhaps one should factor that into the cost of ownership...