Vodacom Fibre poor service delivery

I use Vodacom Fibre to supply the fibre internet access to my house. The technicians from Vumatel stated installing fibre to more homes in our complex on Thursday. During this process, they disconnected my installation, leaving me without access to internet. I was fortunate to find the team from Vumatel still on site, and asked them to verify. They very quickly saw what the problem was, and rectified it almost immediately. On Friday a different team from Vumatel came to site to complete the splicing of the fibre, and again, they mistakenly disconnected my installation during their operations. Unfortunately, they already left by the time I got home.

I logged a call with Vodacom Fibre on Friday afternoon. This process was very frustrating as they didn't want to listen to the actual problem. They have their checklist of common errors, which they want to follow, regardless of the actual problem. Eventually I received a reference number, which was for their Vodacom technicians to first see if they can resolve the problem themselves, before they can re-allocate the service request to Vumatel. . On Saturday nothing happened, and the same on Sunday. I gave them a call on Sunday afternoon to follow up, just to be told that the technicians don't work over weekends.

The level of service from Vodacom Fibre is really disappointing. They are very eager to invoice one at the end of the month, but when they need to supply a service to ensure you get what you pay form, then gladly go and have a merry weekend while you pay for a service which is out-of-order.

The most frustrating is that one can't go directly to Vumatel to log a call, you have to follow the process via the service provider.