Vodacom fibre. Non existent service SR***

It is clear to me that size does not matter! When you become big and customer service is not a number one priority you will eventually perish!

I called Vodacom fibre on 13 September 2019 to obtain the login details of my router as i needed this for an alarm installation. I was told by the call centre agent that i needed to submit a written request asking for port forwarding as they did not give the router login details to the customer. This in itself is quite interesting as the promotional deal that i took when opting for Vodacom fibre was that they will supply a router which then becomes my property. If it is my property surely i must have the capability to access my own router to set up my home lan and wi fi according to my needs. Be that as it may i submitted the request in writing requesting port forwarding and a number of technical details. Note that if i was given the router login details the alarm technician who was on site at the time would have set up my alarm and done the port forwarding in 5 minutes. At the time of submitting the request my wife who is the accountholder authorized me dealing with vodacom in this regards. This was done by mail to vodacom. As at 19 September i had heard nothing from Vodacom other than my Service Request number which was mailed to my address on 13 September. I called the Vodacom Call Centre and was told that they do not know why i was not contacted as yet. The agent thought it may be because there was no tel number. I responded that surely then a mail could have been sent to me asking for a number. I was met with silence! I requested the agent to take my number and have a technician call me. I was assured that this would happen. On 20 September I received a sms that the call has been closed out. No call, no discussion, no information. I called the call centre again. Explained the whole background and was met with “the information was sent to your mail address” I checked and said i had not received such a mail. The agent then asks if i am the account holder to which i respond that i am the account holders husband and that approval had been granted by the accountholder that i deal with the issue. Suddenly the fact that the Service Request number was mailed to my mail address, the sms was sent to my cell number had no bearing and i was just told that they do not have authorization to deal with me. By now i was seriously agitated and requested to speak to a supervisor. My call was promptly cut off. Now i would like seniors in Vodacom to listen to the tapes and do a mail audit to verify the sequence of events. Suffice to say i still do not have the info as requested, i am still waiting for a technician to call as my mail to Vodacom had some other queries regarding the router as well. What pathetic service! Fortunately the fibre market has got some competition. Andre Bosman