DC
Darrian C
1 reviews | Active since Nov 2013
01 Dec 2020, 08:42
Vodacom Fibre Order - Horror Show at Best
I can't believe the poor service I have received from Vodacom Fibre. Their actual support desk personnel are helpful as can be, but are tied up behind bureaucracy and lack of communication.
I ordered fibre from Vodacom prior to my area going live in August. The area went live in October. After quite a few calls, I was told that my order had mistakenly been processed as a Vumatel order instead of the Frogfoot in my area - despite my order confirmation email specifically stating Frogfoot. This was "rectified" and the process restarted.
After many more calls, I eventually received a router, but still no fibre installation or any contact regarding installation. I had one very helpful support person call me to confirm I received the router, but when I asked about the actual installation, all contact once again vanished and I was back to calling weekly asking for updates.
Every time I call, all I am told is "I will email the installation team for an update", and nothing further happens. This is the worst order / service provider experience I have ever had. No scheduled installation, minimal contact, all such a mess up. All I want to do at this point is get the router collected and returned so I can order from a service provider that can actually PROVIDE a service, lest my fibre connection be scheduled for 2022.
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Replies (6)0
Replies (6)
Vodacom's replyOfficial
01 Dec 2020, 09:02 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 reply01 Dec 2020, 09:02
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
DC
Darrian C's updateReviewer Update
02 Dec 2020, 09:53I am still awaiting useful feedback. I refuse to accept the answer "we have escalated this with the installation team and are awaiting feedback" - I have been told this for weeks on end. It would be great if someone could actually look into this order properly and at least provide me an installation date.
DC
Darrian C's update02 Dec 2020, 09:53
Reviewer Update
I am still awaiting useful feedback. I refuse to accept the answer "we have escalated this with the installation team and are awaiting feedback" - I have been told this for weeks on end. It would be great if someone could actually look into this order properly and at least provide me an installation date.
DC
Darrian C's updateReviewer Update
03 Dec 2020, 08:19Dear Vodacom. I have still not been contacted regarding this installation.
Is this really the service you provide to your fibre customers? If you are unable to provide feedback regarding the installation, please let me know so I can order from a provider that can actually provide, and send a courier to collect your router.
Is this really the service you provide to your fibre customers? If you are unable to provide feedback regarding the installation, please let me know so I can order from a provider that can actually provide, and send a courier to collect your router.
DC
Darrian C's update03 Dec 2020, 08:19
Reviewer Update
Dear Vodacom. I have still not been contacted regarding this installation.
Is this really the service you provide to your fibre customers? If you are unable to provide feedback regarding the installation, please let me know so I can order from a provider that can actually provide, and send a courier to collect your router.
Is this really the service you provide to your fibre customers? If you are unable to provide feedback regarding the installation, please let me know so I can order from a provider that can actually provide, and send a courier to collect your router.
DC
Darrian C's updateReviewer Update
07 Dec 2020, 08:06Good morning @Vodacom, is there any update you can give me on this installation situation? I have surely given more than enough time for your team to investigate? I have as yet had no feedback, other than "please wait while we look into this".
I would really like some feedback ASAP so I can perhaps move on and get someone that can possibly get my fibre installed before the December shutdown now. This delay has honestly most likely pushed the install back into 2021, and that disappoints me greatly.
I would really like some feedback ASAP so I can perhaps move on and get someone that can possibly get my fibre installed before the December shutdown now. This delay has honestly most likely pushed the install back into 2021, and that disappoints me greatly.
DC
Darrian C's update07 Dec 2020, 08:06
Reviewer Update
Good morning @Vodacom, is there any update you can give me on this installation situation? I have surely given more than enough time for your team to investigate? I have as yet had no feedback, other than "please wait while we look into this".
I would really like some feedback ASAP so I can perhaps move on and get someone that can possibly get my fibre installed before the December shutdown now. This delay has honestly most likely pushed the install back into 2021, and that disappoints me greatly.
I would really like some feedback ASAP so I can perhaps move on and get someone that can possibly get my fibre installed before the December shutdown now. This delay has honestly most likely pushed the install back into 2021, and that disappoints me greatly.
DC
Darrian C's updateReviewer Update
10 Dec 2020, 12:27Update for anyone that may be paying attention - I have seen multiple neighbours receiving their fibre installs, but I have still had no further contact. On Twitter I have been told that Vodacom needs time to look into this, that was Monday the 7th of December. It is now Thursday the 11th, and I have had no further feedback or contact.
DC
Darrian C's update10 Dec 2020, 12:27
Reviewer Update
Update for anyone that may be paying attention - I have seen multiple neighbours receiving their fibre installs, but I have still had no further contact. On Twitter I have been told that Vodacom needs time to look into this, that was Monday the 7th of December. It is now Thursday the 11th, and I have had no further feedback or contact.
DC
Darrian C's updateReviewer Update
22 Dec 2020, 12:54An update for anyone that may be following this. I have been told numerous times now that my area is not live. I contacted FrogFoot directly and brought this to their attention, asking to confirm the area is live.
They have confirmed the area is in fact live, and I have cancelled this Vodacom order, choosing rather to order from an ISP that isn't so poor at communication and so stubborn.
The Vodacom call-in helpdesk at *** is terrible, though the staff that work in this helpdesk are polite and willing to help, they are unable to do anything other than send emails marking the tickets as urgent - this is basically a failed bureaucracy. I asked to speak to a manager and was told one would call me back - when I asked when I could expect the call I was told "they don't tell us when they call clients". I never received the manager callback.
I can honestly and wholeheartedly say with all conviction that if you want fibre and think Vodacom is a decent bet as you have your cellphone contracts with them, think again and look for a better ISP, perhaps one that can actually provide the service you want and deserve.
They have confirmed the area is in fact live, and I have cancelled this Vodacom order, choosing rather to order from an ISP that isn't so poor at communication and so stubborn.
The Vodacom call-in helpdesk at *** is terrible, though the staff that work in this helpdesk are polite and willing to help, they are unable to do anything other than send emails marking the tickets as urgent - this is basically a failed bureaucracy. I asked to speak to a manager and was told one would call me back - when I asked when I could expect the call I was told "they don't tell us when they call clients". I never received the manager callback.
I can honestly and wholeheartedly say with all conviction that if you want fibre and think Vodacom is a decent bet as you have your cellphone contracts with them, think again and look for a better ISP, perhaps one that can actually provide the service you want and deserve.
DC
Darrian C's update22 Dec 2020, 12:54
Reviewer Update
An update for anyone that may be following this. I have been told numerous times now that my area is not live. I contacted FrogFoot directly and brought this to their attention, asking to confirm the area is live.
They have confirmed the area is in fact live, and I have cancelled this Vodacom order, choosing rather to order from an ISP that isn't so poor at communication and so stubborn.
The Vodacom call-in helpdesk at *** is terrible, though the staff that work in this helpdesk are polite and willing to help, they are unable to do anything other than send emails marking the tickets as urgent - this is basically a failed bureaucracy. I asked to speak to a manager and was told one would call me back - when I asked when I could expect the call I was told "they don't tell us when they call clients". I never received the manager callback.
I can honestly and wholeheartedly say with all conviction that if you want fibre and think Vodacom is a decent bet as you have your cellphone contracts with them, think again and look for a better ISP, perhaps one that can actually provide the service you want and deserve.
They have confirmed the area is in fact live, and I have cancelled this Vodacom order, choosing rather to order from an ISP that isn't so poor at communication and so stubborn.
The Vodacom call-in helpdesk at *** is terrible, though the staff that work in this helpdesk are polite and willing to help, they are unable to do anything other than send emails marking the tickets as urgent - this is basically a failed bureaucracy. I asked to speak to a manager and was told one would call me back - when I asked when I could expect the call I was told "they don't tell us when they call clients". I never received the manager callback.
I can honestly and wholeheartedly say with all conviction that if you want fibre and think Vodacom is a decent bet as you have your cellphone contracts with them, think again and look for a better ISP, perhaps one that can actually provide the service you want and deserve.