Vodacom Fibre service is the WORST.

We recently had ariel fibre installed in our neighborhood and it went live about 3 weeks ago. There were a number of companies placing marketing stands for fibre around the neighborhood and Vodacom was one of them. We decided to enquire with Vodacom because we already have cellphone contracts with the service provider and we thought it would make our fibre installation a lot easier and hassle free. A young lady came to our house in March to tell us about the different price plans and we opted for the uncapped price plan for R650.

We placed an order with her immediately and she said she would upload it the next business day. After not having received any communication from Vodacom within the next 3 days, my mother decided to call them and she was told that they did not get the documentation that she signed so she would have to place another order the next day. The strange is that when she was being told this on one end, the router was being delivered on the other end. So the next day she made a phone call asking if she should still fill out a new set of documents if the router has already been delivered and she was told that it wouldn't be necessary since Vodacom will only send the router if the order is open and being processed on their side and now we just need to wait for the installation company to call and set an appointment to come and install it.

It was the second week of April when we decided to call Vodacom to ask them about installation and that is when I was given a Vumatel contact number so that I can call and make an appointment for installation (which was not communicated in the beginning of this whole process). Nonetheless, I contacted Vumatel and they told me that they can't find our order on the system which means that Vodacom had not placed an order with them. I then called Vodacom and Vumatel back and forth and Vodacom kept escalating my service request and saying that they would contact me once the request was resolved. Vodacom never contacted me or my mother and instead they sent Openserve (not Vumatel) to finally do the installation on the 3rd of May 2019.

I contacted Vodacom right after the installation to have the router configuration completed so we can start using the WiFi and one consultant said I should wait an hour and it'll connect itself since that's how the Openserve-installed routers work. After an hour had passed and no connection still, I contacted Vodacom again and they gave me a service request number and said it should be connected in the next 48 hours. On the 5th of May, there was still no connection so I called Vodacom (AGAIN) and the consultant told me that I should wait 2 WORKING DAYS since the back office does not work on the weekend and they are the department that does the router configuration. At this point everybody is genuinely annoyed and just done with Vodacom.

Nevertheless, my mom contacted them on Monday the 6th of May when there was still no connection and she was told that she has to fill out a new form since the last form that she signed stated that Vumatel was going to do the installation. Vodacom could not configure the router until that form was sent in. On Tuesday she filled it out and signed it and sent it back at 9am requesting Vodacom to complete the connection since it's honestly just a click of a button.

We haven't heard anything from Vodacom since then, I called them today and the lady I was speaking to said there's a 3 week back log in the back office and she cannot give me any information on when my WiFi will be connected. It could be today, tomorrow or next week.

We are so fed up with Vodacom fibre. It has the worst service and consultants are constantly contradicting each other. I am still without connection and I have no idea how long it will take. It's been almost two months since we placed this order and now we are just thinking of cancelling. Honestly.