MNPF
MANUEL N. PONTES FILHO
1 reviews | Active since Dec 2011
15 Oct 2023, 23:58
VODACOM FIBRE NOT WORKING SINCE 5OCT23!
-------- Forwarded message --------- From: Manuel P. Date: Sun, 15 Oct 2023, 23:51 Subject: Re: Vodacom Fiber To The Home To: FTTH Saves Escalation <***> Cc: Vodacom Escalations Team <***>
Dear Vodacom Escalations.
12th Day without Vodacom to provide me with Internet service....
What is your name and what department are you at Vodacom Fibre? How you don't sign under your official email?
As I mentioned over the phone & enail several times, all lights & ONT are fine and corresponding on the SADV/VUMATEL ONT. ONLY Vodacom Fibre Router Internet Service light that is flashing indicating that there is No service since 5th Oct 2023... See attached.
I have spoken with Mrs Darshnee at 12:01pm today that I am spending money (Airtime & Data for all these days) and time since Thursday 5th October 2023 as Vodacom don't provide me with the service I paid for. She said that she immediately identified that Vodacom Fibre technicians that assisted me had no skills to identify the problem so the delay to sort it out. She said that my line was DISCONNECTED somehow and Vodacom needed to work with VUMATEL to Re-connect it....
I told her that she could do what needed to be done in order for.me to have internet today otherwise i wlll start by reporting you guys in Helopeter, ICASA, etc then cancel this service immediately as I am on a month to month contract. If this is tje case you will not only lose one client but hundreds as I live in a estate with over 500 families likes by a very active Facebook group where damage has already been done as other Vodacom users are also reporting the same isues. Let me know urgently as this will Be my last month with Vodacom!
Regards, Manuel P.
On Fri, 13 Oct 2023, 13:10 FTTH Saves Escalation, <***> wrote: Good Day Mr. Manuel P,
Trust you are well. Kindly provide us with the following information:
Pictures of the ONT FSAN/SN Kind Regards,
Helpful (0)
Replies (6)0
Replies (6)
Vodacom's replyOfficial
16 Oct 2023, 07:58 Dear Customer, 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
Vodacom's reply16 Oct 2023, 07:58
Official
Dear Customer, 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
MNPF
MANUEL N. PONTES FILHO's updateReviewer Update
16 Oct 2023, 15:09Dear Vodacom Fibre Escalations
Days without Vodacom Fibre service: 12 Days...
Until now nobody called me.... This is unacceptable...
Days without Vodacom Fibre service: 12 Days...
Until now nobody called me.... This is unacceptable...
MNPF
MANUEL N. PONTES FILHO's update16 Oct 2023, 15:09
Reviewer Update
Dear Vodacom Fibre Escalations
Days without Vodacom Fibre service: 12 Days...
Until now nobody called me.... This is unacceptable...
Days without Vodacom Fibre service: 12 Days...
Until now nobody called me.... This is unacceptable...
MNPF
MANUEL N. PONTES FILHO's updateReviewer Update
19 Oct 2023, 07:52Hi Vodacom Fibre team,
Days without Internet connection =14 days!
I don't see your reply, why reply privatel ?
Please send replies publicly.
You don't communicate with the infrastructure provider Vumatel as I asked severa times but you guys refused. This action is causing a grea delay i the process to solve the problem! You need to contact Vumatel to work together to solute this urgently. Unacceptable.
Days without Internet connection =14 days!
I don't see your reply, why reply privatel ?
Please send replies publicly.
You don't communicate with the infrastructure provider Vumatel as I asked severa times but you guys refused. This action is causing a grea delay i the process to solve the problem! You need to contact Vumatel to work together to solute this urgently. Unacceptable.
MNPF
MANUEL N. PONTES FILHO's update19 Oct 2023, 07:52
Reviewer Update
Hi Vodacom Fibre team,
Days without Internet connection =14 days!
I don't see your reply, why reply privatel ?
Please send replies publicly.
You don't communicate with the infrastructure provider Vumatel as I asked severa times but you guys refused. This action is causing a grea delay i the process to solve the problem! You need to contact Vumatel to work together to solute this urgently. Unacceptable.
Days without Internet connection =14 days!
I don't see your reply, why reply privatel ?
Please send replies publicly.
You don't communicate with the infrastructure provider Vumatel as I asked severa times but you guys refused. This action is causing a grea delay i the process to solve the problem! You need to contact Vumatel to work together to solute this urgently. Unacceptable.
MNPF
MANUEL N. PONTES FILHO's updateReviewer Update
29 Oct 2023, 17:21Dear Vodacom Fibre.
It is unacceptable and ********* the way you guys un your operations!
On Tuesday 24th October 2023 my Internet service was down again!
I was without Internet Service from Thursday 5th October 2023, then you guys managed to finally provide me with service again on 20th October 2023 Friday = Total of 16 Days.
Then on Tuesday 24 October 2023 the service, suddenly stopped again!
On Monday 23rd October (One day before connection's stopped again), Mrs Heather Janse Van Rensburg (Retentions/Senior Consultant at Vodacom) called to offer me a deal to make sure i was happy.
On Tuesday 24th October 2023 my Internet service was down again!
On Fridays 27 October 2023 I called Vodacom Fibre support, several times daily, to find out what was the problem and after several calls, (hours and days), On Fridays 27 October 2023 @14:08pm, I spoke to Mrs Amanda (Vodacom Retentions) and she identified that one of Vodacom's representative somehow cancelled my service "by mistake" or "confusion" even After i accept the Same deal offered by "Mrs Darshnee on Friday 13th October 2023 @12:01pm" which I explained her that was the Same offer presented by Mrs Heather Janse Van Rensburg (Retentions/Senior Consultant at Vodacom), on Monday 23rd October (One day before connection's stopped again), both over a recorded line.I also emailed Mrs Heather Janse Van Rensburg to make sure i put the deal in writing and to make sure she understood i would keep the same Month to month contract.
When I spoke to Mrs Amanda (Vodacom Retentions) she confirmed that there were an cancellations request in the system, so we identified the problem and she started tying to help.
Amanda said the quickest to way to correct Vodacom contracts teams mistake was to issue a New Service request asking Urgent to correct/reverse Vodacom error of canceling my service.
See Service request she issued: ***-629903 (Reversal of the cancellation)
She said this is the quickest way to get me back online as I have the Vodacom router and was an "error from their side" apparently...
I am still waiting for Vodacom Fibre support to revert this new situation!
--------------------
Regards,
Manuel N.
VODACOM ***-1
It is unacceptable and ********* the way you guys un your operations!
On Tuesday 24th October 2023 my Internet service was down again!
I was without Internet Service from Thursday 5th October 2023, then you guys managed to finally provide me with service again on 20th October 2023 Friday = Total of 16 Days.
Then on Tuesday 24 October 2023 the service, suddenly stopped again!
On Monday 23rd October (One day before connection's stopped again), Mrs Heather Janse Van Rensburg (Retentions/Senior Consultant at Vodacom) called to offer me a deal to make sure i was happy.
On Tuesday 24th October 2023 my Internet service was down again!
On Fridays 27 October 2023 I called Vodacom Fibre support, several times daily, to find out what was the problem and after several calls, (hours and days), On Fridays 27 October 2023 @14:08pm, I spoke to Mrs Amanda (Vodacom Retentions) and she identified that one of Vodacom's representative somehow cancelled my service "by mistake" or "confusion" even After i accept the Same deal offered by "Mrs Darshnee on Friday 13th October 2023 @12:01pm" which I explained her that was the Same offer presented by Mrs Heather Janse Van Rensburg (Retentions/Senior Consultant at Vodacom), on Monday 23rd October (One day before connection's stopped again), both over a recorded line.I also emailed Mrs Heather Janse Van Rensburg to make sure i put the deal in writing and to make sure she understood i would keep the same Month to month contract.
When I spoke to Mrs Amanda (Vodacom Retentions) she confirmed that there were an cancellations request in the system, so we identified the problem and she started tying to help.
Amanda said the quickest to way to correct Vodacom contracts teams mistake was to issue a New Service request asking Urgent to correct/reverse Vodacom error of canceling my service.
See Service request she issued: ***-629903 (Reversal of the cancellation)
She said this is the quickest way to get me back online as I have the Vodacom router and was an "error from their side" apparently...
I am still waiting for Vodacom Fibre support to revert this new situation!
--------------------
Regards,
Manuel N.
VODACOM ***-1
MNPF
MANUEL N. PONTES FILHO's update29 Oct 2023, 17:21
Reviewer Update
Dear Vodacom Fibre.
It is unacceptable and ********* the way you guys un your operations!
On Tuesday 24th October 2023 my Internet service was down again!
I was without Internet Service from Thursday 5th October 2023, then you guys managed to finally provide me with service again on 20th October 2023 Friday = Total of 16 Days.
Then on Tuesday 24 October 2023 the service, suddenly stopped again!
On Monday 23rd October (One day before connection's stopped again), Mrs Heather Janse Van Rensburg (Retentions/Senior Consultant at Vodacom) called to offer me a deal to make sure i was happy.
On Tuesday 24th October 2023 my Internet service was down again!
On Fridays 27 October 2023 I called Vodacom Fibre support, several times daily, to find out what was the problem and after several calls, (hours and days), On Fridays 27 October 2023 @14:08pm, I spoke to Mrs Amanda (Vodacom Retentions) and she identified that one of Vodacom's representative somehow cancelled my service "by mistake" or "confusion" even After i accept the Same deal offered by "Mrs Darshnee on Friday 13th October 2023 @12:01pm" which I explained her that was the Same offer presented by Mrs Heather Janse Van Rensburg (Retentions/Senior Consultant at Vodacom), on Monday 23rd October (One day before connection's stopped again), both over a recorded line.I also emailed Mrs Heather Janse Van Rensburg to make sure i put the deal in writing and to make sure she understood i would keep the same Month to month contract.
When I spoke to Mrs Amanda (Vodacom Retentions) she confirmed that there were an cancellations request in the system, so we identified the problem and she started tying to help.
Amanda said the quickest to way to correct Vodacom contracts teams mistake was to issue a New Service request asking Urgent to correct/reverse Vodacom error of canceling my service.
See Service request she issued: ***-629903 (Reversal of the cancellation)
She said this is the quickest way to get me back online as I have the Vodacom router and was an "error from their side" apparently...
I am still waiting for Vodacom Fibre support to revert this new situation!
--------------------
Regards,
Manuel N.
VODACOM ***-1
It is unacceptable and ********* the way you guys un your operations!
On Tuesday 24th October 2023 my Internet service was down again!
I was without Internet Service from Thursday 5th October 2023, then you guys managed to finally provide me with service again on 20th October 2023 Friday = Total of 16 Days.
Then on Tuesday 24 October 2023 the service, suddenly stopped again!
On Monday 23rd October (One day before connection's stopped again), Mrs Heather Janse Van Rensburg (Retentions/Senior Consultant at Vodacom) called to offer me a deal to make sure i was happy.
On Tuesday 24th October 2023 my Internet service was down again!
On Fridays 27 October 2023 I called Vodacom Fibre support, several times daily, to find out what was the problem and after several calls, (hours and days), On Fridays 27 October 2023 @14:08pm, I spoke to Mrs Amanda (Vodacom Retentions) and she identified that one of Vodacom's representative somehow cancelled my service "by mistake" or "confusion" even After i accept the Same deal offered by "Mrs Darshnee on Friday 13th October 2023 @12:01pm" which I explained her that was the Same offer presented by Mrs Heather Janse Van Rensburg (Retentions/Senior Consultant at Vodacom), on Monday 23rd October (One day before connection's stopped again), both over a recorded line.I also emailed Mrs Heather Janse Van Rensburg to make sure i put the deal in writing and to make sure she understood i would keep the same Month to month contract.
When I spoke to Mrs Amanda (Vodacom Retentions) she confirmed that there were an cancellations request in the system, so we identified the problem and she started tying to help.
Amanda said the quickest to way to correct Vodacom contracts teams mistake was to issue a New Service request asking Urgent to correct/reverse Vodacom error of canceling my service.
See Service request she issued: ***-629903 (Reversal of the cancellation)
She said this is the quickest way to get me back online as I have the Vodacom router and was an "error from their side" apparently...
I am still waiting for Vodacom Fibre support to revert this new situation!
--------------------
Regards,
Manuel N.
VODACOM ***-1
MNPF
MANUEL N. PONTES FILHO's updateReviewer Update
06 Nov 2023, 13:00Vodacom Internet service ONLY returned to work again yesterday, Sunday 5 Nov 2023!
Total days Vodacom did not provide services =28 DAYS!
I am waiting my confirmation of the refund and the better deal you offered me.
Total days Vodacom did not provide services =28 DAYS!
I am waiting my confirmation of the refund and the better deal you offered me.
MNPF
MANUEL N. PONTES FILHO's update06 Nov 2023, 13:00
Reviewer Update
Vodacom Internet service ONLY returned to work again yesterday, Sunday 5 Nov 2023!
Total days Vodacom did not provide services =28 DAYS!
I am waiting my confirmation of the refund and the better deal you offered me.
Total days Vodacom did not provide services =28 DAYS!
I am waiting my confirmation of the refund and the better deal you offered me.
MNPF
MANUEL N. PONTES FILHO's updateReviewer Update
08 Nov 2023, 00:17Att: Vodacom finance.Vodacom over-charged me even not providing Internet Service for over 28 Days (October & part of November)!See below the October & November 2023 amounts paid to & ILLIGALLY & NON AUTHORIZED DEBITED by Vodacom, from my account, as per attached evidence:
-R1,712.90 (9/Oct) - ******* &NON AUTHORIZED DEBIT!-R806.01 (12/Oct) - ******* &NON AUTHORIZED DEBIT!-R100.88 (24/Oct) - I RECEIVED AN EMAIL ASKING TO PAY SO I DID, BUT I DID NOT UNDERSTAND WHY.-R968.96 (7/Nov) - ******* &NON AUTHORIZED DEBIT!=Total to be Refunded =R3 588,75
I request you to Urgently:1-Refund me urgently! I DO Not want credit into my Vodacom account, I want the money back into my account urgently as i need to pay my bills.2-Cancel the debit order with immediate effect and send me the confirmation that was done.
Also I need a official letter or statement showing the new especial promotional deal I accepted from Retentions weeks ago.--------------------Regards,Manuel N
Vodacom ***
-R1,712.90 (9/Oct) - ******* &NON AUTHORIZED DEBIT!-R806.01 (12/Oct) - ******* &NON AUTHORIZED DEBIT!-R100.88 (24/Oct) - I RECEIVED AN EMAIL ASKING TO PAY SO I DID, BUT I DID NOT UNDERSTAND WHY.-R968.96 (7/Nov) - ******* &NON AUTHORIZED DEBIT!=Total to be Refunded =R3 588,75
I request you to Urgently:1-Refund me urgently! I DO Not want credit into my Vodacom account, I want the money back into my account urgently as i need to pay my bills.2-Cancel the debit order with immediate effect and send me the confirmation that was done.
Also I need a official letter or statement showing the new especial promotional deal I accepted from Retentions weeks ago.--------------------Regards,Manuel N
Vodacom ***
MNPF
MANUEL N. PONTES FILHO's update08 Nov 2023, 00:17
Reviewer Update
Att: Vodacom finance.Vodacom over-charged me even not providing Internet Service for over 28 Days (October & part of November)!See below the October & November 2023 amounts paid to & ILLIGALLY & NON AUTHORIZED DEBITED by Vodacom, from my account, as per attached evidence:
-R1,712.90 (9/Oct) - ******* &NON AUTHORIZED DEBIT!-R806.01 (12/Oct) - ******* &NON AUTHORIZED DEBIT!-R100.88 (24/Oct) - I RECEIVED AN EMAIL ASKING TO PAY SO I DID, BUT I DID NOT UNDERSTAND WHY.-R968.96 (7/Nov) - ******* &NON AUTHORIZED DEBIT!=Total to be Refunded =R3 588,75
I request you to Urgently:1-Refund me urgently! I DO Not want credit into my Vodacom account, I want the money back into my account urgently as i need to pay my bills.2-Cancel the debit order with immediate effect and send me the confirmation that was done.
Also I need a official letter or statement showing the new especial promotional deal I accepted from Retentions weeks ago.--------------------Regards,Manuel N
Vodacom ***
-R1,712.90 (9/Oct) - ******* &NON AUTHORIZED DEBIT!-R806.01 (12/Oct) - ******* &NON AUTHORIZED DEBIT!-R100.88 (24/Oct) - I RECEIVED AN EMAIL ASKING TO PAY SO I DID, BUT I DID NOT UNDERSTAND WHY.-R968.96 (7/Nov) - ******* &NON AUTHORIZED DEBIT!=Total to be Refunded =R3 588,75
I request you to Urgently:1-Refund me urgently! I DO Not want credit into my Vodacom account, I want the money back into my account urgently as i need to pay my bills.2-Cancel the debit order with immediate effect and send me the confirmation that was done.
Also I need a official letter or statement showing the new especial promotional deal I accepted from Retentions weeks ago.--------------------Regards,Manuel N
Vodacom ***