Vodacom Fibre Relocation – Ongoing Service Failure Despite Payment and Multiple Follow-Ups

We requested a fibre relocation with Vodacom when moving to a new address. We were informed that we could either pay for the remainder of the calendar month at the old address, or alternatively, pay a pro-rata amount for both addresses for the first month, allowing immediate activation at the new location once installation was complete. I opted for the pro-rata payment and confirmed this with Vodacom. Installation at the new premises took place on 27 June, and we were assured the service would be active within 24 to 48 hours. However, as of 2 July — five days later — the line is still not operational. We have made multiple calls to Vodacom’s support team and have been given inconsistent feedback. Some agents continue referring to the calendar-month delay, despite us having already agreed to, and been billed for, the pro-rata option. After engaging with several consultants, we were eventually told the line had been activated — yet it is still not working. To add to the frustration, the initial installation was done incorrectly, and a second installation team had to be dispatched to rectify the issue. We are now being charged for a service we cannot use, and although the matter has been “escalated,” there is still no resolution or meaningful feedback. This has caused major disruption, as we work from home and rely heavily on a functioning internet connection.

We request that this matter be resolved urgently.