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pD
paul D

1 reviews | Active since Mar 2009

13 Dec 2018, 17:41

VODACOM FIBRE. Non-delivery!!!!!!!!!!

lousy, lousy Fibre installation; 1) They call me as an existing customer with the package 2) Despite the above , I hear nothing for almost 2 weeks so I call them. 3) They give me an address that is not mine, hence no mobile or temp ETL has been delivered.Even the phone number is wrong! So much for 'existing customer' 4) Give them correct details. They tell me the delivery will happen the next day. I tell them I am not home but tell them who will be. No problem! 5) Next day, courier calls me from outside my complex. I tell them who is home. No! they can only leave the modem and LTE with me. See above point 4. I tell them where I am working. No! they cannot drop it there. too far (30km). 6) I make a plan to take Monday off . I tell the courier to deliver Monday as per THEIR suggestion as I will then be home. 7) Monday, 14h30. No delivery. Call vodacom. They pass the buck to the courier. I call the courier. No delivery scheduled for Monday. 8) Make a plan to have someone home Tuesday. Eventually it arrives. 9) The deal , as promised on day one is that fibre will be installed on 4 weeks from the agreement. 4 weeks and a day later...no fibre. I call Vodacom. They blame Octatel, the infrastructure provider. Vodacom promise to escalate. I am pro-active . I ask for Octatel number and call them myself. 10) Octatel say there is no call logged from Vodacom to install exterior to house. 11) I call Vodacom, they promise to escalate (again) 12.....all of this time I have made plans. Just after I signed up and was told fibre installation would be in 4 weeks , I cancelled my existing service provider off the back of this and they were due to take their equipment out tomorrow the 14th December. Luckily this is now delayed til Tuesday 18th. The service levels are completely unnacceptable. I don't care what Octatel are or are not doing. I agreed to a contract with Vodacom. They categorically agreed, no, offered, 4 weeks. Completely inept and shoddy. Take your business elsewhere people.

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Replies (7)
Vodacom
Vodacom's reply14 Dec 2018, 06:33
Official
 Dear Customer, Thank you for making us aware of your query. 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 
pD
paul D's update18 Dec 2018, 15:22
Reviewer Update
My SO number is SO181 ********** 69 . Note that having had no feedback from your 1904 number last week, despite them telling me that someone would call me, I again called Octatel myself today. Octatel state that they have STILL not recd an order number from Vodacom even though your operative told me last week that they were logging a call. Octatel further tell me that they have NOT EVEN MADE FIBRE AVAILABLE IN MY AREA! Whilst they have laid cable they have not yet activated and it will be 'some time next year'! Vodacom's behaviour in stating categorically that the fibre would be installed in my home in 4 weeks (from me agreeing to the contract, 5 to 6 weeks ago now) is at wbest *********, when you could not deliver on that promise, and at worse, *****ulant. This is absolutely appalling service.
pD
paul D's update21 Dec 2018, 12:59
Reviewer Update
I am still waiting for someone to call me....
pD
paul D's update27 Dec 2018, 13:44
Reviewer Update
And I am STILL waiting. Having made numerous calls over the last week, to vodacom, and been told that someone will call me, I must be outstanding about half a dozen 'I'll call you backs'. The latest was this morning when I spoke to Casandra. There was a system issue and she was going to call me back. at 13h30 I still had no call back so I called back AGAIN. Casandra answered. System is still down. Casandra will call me back....
pD
paul D's update10 Jan 2019, 13:38
Reviewer Update
Today , when I queried that I was told my LATEST issue would take 24hrs to resolve but it was now 36, I was told '24hrs means 24 working hours" . In other words 5 days, oh and Saturdays and Sundays don't count! Is this a joke or another attempt to pull wool over people's eyes. 4 days with no internet, a litany of complaints and unreceived call-backs. I will be boxing my router and dropping it off anonymously at the nearest vodacom shop. I will be cancelling the fibre contract. If this is how you administer LTE I dread to think what your fibre service will be like.
pD
paul D's update22 Jan 2019, 16:35
Reviewer Update
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046 Business has responded but not actually DONE anything.
pD
paul D's update18 Mar 2019, 16:31
Reviewer Update
Can you believe that this issues is STILL NOT RESOLVED! I eventually stopped making the countless calls that I have made to 1940 and 1904. I went to the Vodacom HQ at Century City and met with a chap called Nico. That was on Friday 8th. (Actually I was there the afternoon before too but everyone had left already). Anyway, I handed over all of the Hello Peter transcripts, the print out from this page, and the SR numbers, and gave him the whole story. So 8 days after that meeting (and note, 12 days after my last call to Vodacom on Weds 6th MArch, where I was told a router would be delivered in 9 days) I AM STILL WAITING FOR A ROUTER. I will be cancelling both my daughter's contract and my own, at the earliest opportunity. You have lost a 21 yr customer.