1 reviews | Active since Oct 2015
Vodacom Fibre off for 3 days; no technicians sent
I'm using HelloPeter to reach out to Vodacom's Fibre team, after 3 full days of no internet service and no technical help from them. I followed protocol: Raised a service request; followed with calls for the past 3 days; promised by consultants that I'd be called back. No call backs; I had to phone them to follow up. Was promised my ticket has been escalated yesterday and a Vumatel technician would call me. No calls. I've emailed every customer service email address I could find - not so much as a response. So, Vodacom; please see my emails below and let me know, if we can't get assistance from all of your contact portals for over 3 days; who do we go to?
"Good morning
I have been out of internet service for the 3rd day in a row now with no assistance from Vodacom.
For the past 2 days I have been the one calling in to get updates on my case. No one calls me back, I was told yesterday that my initial ticket was assigned incorrectly by a Vodacom service agent.
Can you please resolve this?! I work from home and have no other means of gaining access to the internet without my Fibre.
Please also confirm that I will be credited for these 3 days.
Kind regards Sbo
---------- Forwarded message --------- From: <***> Date: Tue, 02 Jun 2026, 08:03 Subject: Vodacom: Vodacom: Service request SR*** update to New"
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
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
Not only were there no call backs as promised, I had to be the one (the paying customer who has never missed a payment) constantly following up by phone, email, Hellopeter etc.
Vumatel technicians were eventually deployed on day 4 and 5, but both left saying they needed another crew to fix the issue. They never came back.
I called Vodacom back again on 8 June and they promised to escalate to Vuma and get back to me. "Shockingly" , this did not happen.
I'm now officially demanding confirmation of a credit for all the days I have been without connectivity. I am also informing Vodacom of my official lodging of a complaint with ICASA over this matter.
I did not choose to be migrated to Vumatel. Customes are stuck because of a decision Vodacom made and they quickly wash their hands when issues arise with their partner Vumatel. I am a Vodacom customer, my contract is not with Vumatel. It is not my responsibility to run after Vumatel and ensure that the two of you hold up your end of the agreement to each other.
Not only were there no call backs as promised, I had to be the one (the paying customer who has never missed a payment) constantly following up by phone, email, Hellopeter etc.
Vumatel technicians were eventually deployed on day 4 and 5, but both left saying they needed another crew to fix the issue. They never came back.
I called Vodacom back again on 8 June and they promised to escalate to Vuma and get back to me. "Shockingly" , this did not happen.
I'm now officially demanding confirmation of a credit for all the days I have been without connectivity. I am also informing Vodacom of my official lodging of a complaint with ICASA over this matter.
I did not choose to be migrated to Vumatel. Customes are stuck because of a decision Vodacom made and they quickly wash their hands when issues arise with their partner Vumatel. I am a Vodacom customer, my contract is not with Vumatel. It is not my responsibility to run after Vumatel and ensure that the two of you hold up your end of the agreement to each other.