Vodacom Fibre Service - Terrible

SR ***33

Hello Vodacom Fiber

My fibre line went down on Sunday morning around 9, I called Vodacom and I was advised that there is an area outage. I called back around 12:00 pm and I was advised that am the only one whose service is down.

At 12 pm the consultant did not try to restore service on my router, he said he can not pick it up after refreshing. I asked him to log a ticket so that someone from technical can to help me, but he refused, he asked to just wait and keep unplugging and plugging the router and box and that he will log a ticket at 5 pm if I still don't have internet. This was unacceptable for me, you can see there is clearly a problem that the consultant can't fix but they are not logging a technical ticket. How is it supposed to fix itself?

He did not call at 5 pm, so I called after 5:20. The consultant I spoke to helped me, and went through the process of troubleshooting and restoring the service but it did not work, there was no activity on my router. She logged a ticket for me with reference DR***. She also advised that it will take up to 48 hours for the ticket to be assigned (which is unacceptable) and that I can only expect the service to be restored after Thursday if a technician is coming to my house. This is totally acceptable.

I work from home, I can not be offline for 5 days to fix a small issue.

On Monday someone from technical called me, asking for details on the back of the router. I asked him call my wife because I was not at home (I had to find a stable internet connection for my work). He never called my wife on Monday. In the afternoon I Vodacom, but they said they have no idea who was supposed call and they can't look it up because he is from technical. I requested to cancel my fibre service reference SR ***0.

This morning (Tuesday) the technical person called my wife. they did not fix anything or ask for an appointment to come to my house. He was advised that we have logged a cancellation of service because the service is slow. he put the phone down.

I called Vodacom less than 20 minutes after that, the consultant could not find any notes on the system, I asked them to escalate the ticket and because we still have to serve the one-month notice anywhere. He advised that he did.

Another consultant calls me around 2:20 to tell me that I need to log another ticket because the first one was closed by the technician. How do you close a technical ticket without a resolution? If I open another ticket today, according to your calculations you can only send someone to my place on Monday next week.

It should not take days to solve a simple issue. I THINK YOU ARE TOO BIG CARE. What I'm supposed to do in the meantime? The service I have received is terrible. I don't know who should be helping me or when I'm going to be helped. I have had Vodacom fibre for more than 4 years now and I pay way too much as compared to what I would get from other service providers with the same line.